Sometimes an order needs to stop before it gets too far down the road.

At OurTread, fulfilment can begin soon after checkout, which means cancellation is only available for a limited period and only while the order has not yet entered processing.

This Policy explains when a cancellation can be requested, the fee that applies, how refunds are handled, and what happens once the order has moved beyond the cancellation stage.

1. Cancellation at a Glance

Cancellation detail	OurTread policy
Cancellation window	Within 8 hours of purchase
Required order status	Order must not yet have entered processing
Cancellation fee	9% of the eligible order amount
Amount refunded	91% of the eligible order amount
After 8 hours	Cancellation unavailable under this procedure
Once processing begins	Cancellation unavailable under this procedure
After delivery	Return & Refund Policy applies where eligible
Refund method	Original payment method

A cancellation qualifies under this procedure only if both conditions are met:

• The request is submitted within 8 hours of purchase

• The order has not yet entered processing

If either condition is no longer satisfied, the order cannot be cancelled through this procedure.

2. How to Request a Cancellation

If you decide to cancel your order, contact us as soon as possible and no later than 8 hours after placing it.

Email: contact@ourtread.com

Please include:

• Your order number

• Your full name

• The email address used for the purchase

• A clear request to cancel the order

We will check the current order status before confirming whether cancellation is still available.

Because fulfilment may begin quickly, an order that has already entered processing cannot be cancelled through this procedure, even if the full 8-hour period has not yet passed.

3. Cancellation Fee

Stopping an order before processing is a voluntary service provided by OurTread.

Where permitted by applicable law, every eligible customer-requested cancellation is subject to a 9% cancellation fee.

The fee is deducted from the eligible order amount before the refund is issued.

This means an approved cancellation normally results in a refund of:

91% of the eligible order amount

For example:

Order amount: £100
Cancellation fee: £9
Refund: £91

The 9% deduction applies only to customer-requested cancellations made through this pre-processing procedure.

4. Why Timing Matters

Once an order starts moving through fulfilment, several steps may already be underway.

Products may have been:

• Allocated to the order

• Checked

• Prepared

• Packaged

• Made ready for dispatch

The 8-hour window gives customers an opportunity to stop an order early, while allowing fulfilment to continue efficiently once preparation begins.

For this reason, cancellation eligibility ends at whichever happens first:

• 8 hours have passed since purchase, or

• The order enters processing

After that point, the cancellation route described in this Policy closes.

5. After the Cancellation Window

Once the cancellation period has ended, the order will normally continue through fulfilment and delivery.

Cancellation is no longer available under this Policy once:

• More than 8 hours have passed

• Processing has begun

• The parcel is being prepared for dispatch

• The order has already been shipped

If you no longer want the product after the cancellation window has closed, please allow the order to arrive.

You may then request a return where eligible under our Return & Refund Policy.

6. Orders Already Dispatched

Once an order has been handed over for delivery, it cannot be cancelled through this Policy.

Please allow the parcel to reach its destination before starting a return request.

Eligible products may be returned within 30 days from delivery, subject to the conditions in our Return & Refund Policy.

Please do not refuse delivery or send the parcel directly to our business address instead of following the authorized return procedure.

The correct return instructions and destination will be provided once your return request has been reviewed and approved.

7. Refunds for Approved Cancellations

When a cancellation is approved, OurTread will normally refund 91% of the eligible order amount to the original payment method, with the remaining 9% retained as the cancellation fee where legally permitted.

The applicable refund will be processed within 10 days after cancellation approval.

Once we have submitted the refund, your bank, card issuer or payment provider may take additional time before the funds appear in your account.

If more than 15 days have passed since we confirmed that the refund was processed and you still cannot see it, please contact us so we can review the transaction.

8. Changing an Order

Sometimes the order itself does not need to disappear — only one detail needs correcting.

If you selected the wrong:

• Size

• Colour

• Quantity

• Product detail

• Other order information

contact us as quickly as possible.

Where the order has not yet entered processing, we may be able to assist with certain changes.

However, changes cannot be guaranteed.

If the requested amendment requires the original order to be cancelled, the conditions in this Policy, including the 9% cancellation fee, will apply where permitted by law.

9. Delivery Address Changes

A correct delivery starts with correct checkout details.

If you notice an error in your delivery address after placing an order, contact us immediately.

Where reasonably possible, we will try to update the address before processing or dispatch.

Once fulfilment has started, however, changes cannot be guaranteed.

After the parcel has been handed to the carrier, we may also be unable to redirect it.

10. When OurTread Cancels an Order

The 9% cancellation fee applies only to customer-requested cancellations made under this Policy.

It does not apply when OurTread cancels an order because we are unable to fulfil it.

This may happen in situations such as:

• Unexpected product unavailability

• Payment failure or reversal

• A material pricing or technical error

• A delivery address that cannot be serviced

• Legitimate fraud or security concerns

• Another circumstance preventing fulfilment

If OurTread cancels an order after payment has already been collected, the applicable amount will be refunded without the customer-requested 9% cancellation fee.

11. Consumer Rights

This Policy describes OurTread's voluntary process for cancelling an order before fulfilment progresses.

It does not remove, replace or restrict cancellation, withdrawal, return or refund rights that cannot legally be excluded.

Where mandatory consumer law:

• Gives you additional cancellation rights

• Provides a different withdrawal period

• Requires a different refund treatment

• Does not permit the 9% cancellation deduction in a particular circumstance

those mandatory protections will take priority.

Our separate Return & Refund Policy also provides eligible products with a 30-day return period from delivery.

12. Contact OurTread

If your plans change, contacting us early gives us the best chance of stopping the order before fulfilment begins.