If you need to cancel a purchase from hokawalking.co.uk, contact us as soon as possible. This page explains how to notify us, what happens if your parcel has already been dispatched and how refunds are arranged.
How to Cancel
Use the contact details published on our Contact Us page and clearly state that you wish to cancel. Include your order number, the name and email address used at checkout, and the items concerned.
You do not need to give a reason or wait for approval to exercise your statutory cancellation right. Keep a copy of your message as evidence of when you notified us. www.legislation.gov.uk
Cancelling Before Dispatch
We will check whether your order can be stopped before it leaves for delivery. Contacting us promptly gives us the best opportunity to prevent dispatch.
If preparation has progressed too far, we may be unable to stop the parcel. This does not remove your statutory right to cancel; you may need to return the goods after they arrive.
Cancelling After Dispatch
You can notify us of cancellation while your order is in transit. We will explain the appropriate return arrangements.
Please contact us directly rather than relying solely on refusing delivery or leaving the parcel uncollected. Those actions alone do not clearly communicate your decision to cancel.
Your Statutory Cancellation Period
For most online purchases by UK consumers, you can cancel from the time the contract is made until 14 days after the day you receive the goods.
Where items from one order are delivered separately, the period generally ends 14 days after the day you receive the last item. You must then send the goods back within 14 days after notifying us of cancellation. www.legislation.gov.uk
Returning Your Items
Check the return address provided for your order before posting. It may differ from the address on the original delivery packaging.
Pack the goods securely, include your order reference and retain proof of postage. Return accessories and original packaging where reasonably possible.
You may inspect goods as you would in a shop. For footwear, try shoes indoors on a clean surface. A lawful deduction may apply if handling beyond what is necessary to inspect the goods reduces their value. Missing original packaging does not automatically remove your statutory cancellation right. www.legislation.gov.uk
Return Costs
For change-of-mind cancellations, you are responsible for direct return postage only where this was disclosed before purchase and we have not agreed to cover it. If the required information was not provided, we will bear those costs.
Faulty, damaged or incorrectly supplied goods are handled separately under our Returns policy and your statutory rights.
Refunds
If you cancel before any goods are supplied, we will refund the amount due without undue delay and within 14 days of receiving your cancellation notice.
Where goods have been dispatched, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever happens first, unless we have offered to collect them. We will refund within 14 days of that earlier event.
Cancellation of the whole order includes reimbursement of the original standard delivery charge. Any additional amount paid for a premium delivery service does not have to be refunded.
Refunds use the original payment method unless you expressly agree otherwise. No refund fee will be charged. www.legislation.gov.uk
Order Amendments
If you would like to change a size, product or delivery address, contact us promptly with the requested amendment. Whether a change is possible depends on the order’s progress.
If an amendment cannot be made, you may need to cancel or return the original purchase and place a separate order. Availability, prices and promotional conditions may differ for a new purchase.
Contact Us
For cancellation assistance, use the contact details published on hokawalking.co.uk. Include your order number and a clear explanation of your request.
Nothing in this policy limits your statutory rights relating to faulty goods, late delivery or other breaches of contract.