Order Cancellation

If you need to cancel an order placed on hokatrainers.co.uk, contact us as soon as possible. This page explains how to notify us, what happens if your order has already been dispatched and how refunds are handled.

How to Cancel

Use the contact details published on our Contact Us page and clearly state that you wish to cancel. Please include:

  • Your order number, if available.
  • The name and email address used at checkout.
  • Whether you wish to cancel the whole order or specific items.

You do not need to give a reason for exercising a statutory cancellation right. A clear cancellation statement is sufficient; using a particular form or obtaining our approval is not required. Keep a copy of your message for your records. legislation.gov.uk

Cancellation Before Dispatch

If your order has not yet been dispatched, we will try to stop it before it leaves for delivery. Contacting us promptly gives us the best opportunity to do this.

If preparation is already underway, 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.

Cancellation After Dispatch

You can notify us of cancellation while your parcel is in transit. We will explain the appropriate return arrangements.

Refusing delivery or leaving a parcel uncollected does not, by itself, clearly notify us that you wish to cancel. Please contact us directly so your decision can be recorded and the parcel’s return followed up.

Your Statutory Cancellation Period

For most goods purchased online by UK consumers, you can cancel from the time the contract is made until 14 days after the day you receive the goods.

Where several goods 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. legislation.gov.uk

Returning Cancelled Items

Handle the goods only as necessary to check their nature, characteristics and functioning, as you would in a shop. For footwear, try shoes indoors on a clean surface.

Pack the items securely and include your order reference. Return accessories and original packaging where reasonably possible, and retain proof of postage.

We may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect the goods. Original packaging is not an absolute condition of your statutory cancellation right. legislation.gov.uk

Return Costs

For a change-of-mind cancellation, you will only be responsible for direct return postage costs where this was disclosed before purchase and we have not agreed to cover them. If the required information was not provided, we will bear those costs.

Faulty or incorrectly supplied items are handled separately under our Returns policy and your statutory rights.

Refunds

If you cancel before dispatch and no goods need to be returned, we will refund the amount due without undue delay and within 14 days of receiving your cancellation notice.

If 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.

When you cancel the whole order, the refund includes the original standard delivery charge. We do not have to refund the additional cost of a premium delivery service you chose.

Refunds will use your original payment method unless you expressly agree otherwise. No refund fee will be charged. legislation.gov.uk

Changing an Order

A request to change a size, colour, item or delivery address is different from cancellation. Contact us promptly and we will check what is possible.

If an amendment cannot be made, you may need to cancel or return the original purchase and place a new order. Availability and prices for a new order may differ.

Need Assistance?

Contact us through the details published on hokatrainers.co.uk. Include your order number and a brief explanation of what you need help with. Never send your password, full payment card number or card security code.

Nothing in this policy limits your statutory rights concerning faulty goods, delivery problems or other breaches of contract.