At hokarunning.co.uk, we understand that plans can change after an order has been placed. Whether you have selected the wrong size, entered an incorrect delivery address or simply changed your mind, we aim to make the order cancellation process as straightforward and convenient as possible.
This Order Cancellation Policy explains how to request a cancellation, when an order can be cancelled, how refunds are handled and your rights under UK consumer protection legislation.
Our goal is to provide clear information and helpful support throughout your shopping experience.
1. Cancelling an Order
If you wish to cancel an order placed on hokarunning.co.uk, please contact our customer service team as soon as possible.
We recommend submitting your cancellation request before your order has been dispatched, as this gives us the best opportunity to stop the fulfilment process.
When requesting cancellation, please provide:
- Your order number.
- The name associated with the order.
- The email address used during checkout.
- Details of the products you wish to cancel.
- A brief explanation of your request, if you choose to provide one.
You are not required to provide a reason when exercising your statutory right to cancel an eligible online purchase.
Our customer service team will review your request and confirm the next steps.
2. Cancellation Before Dispatch
If your order has not yet been dispatched, we will make reasonable efforts to cancel it before it enters the delivery process.
Once your cancellation request has been received, we will check the current order status.
If cancellation is possible, we will confirm that the order has been cancelled and arrange a refund of any payment already collected.
If you only wish to cancel certain items, we may be able to amend your order depending on its processing stage.
Please note that submitting a cancellation request does not automatically stop an order that is already being prepared for dispatch.
However, your statutory cancellation rights remain unaffected.
3. Cancellation After Dispatch
If your order has already been dispatched, we may be unable to stop the parcel from being delivered.
You can still exercise your applicable cancellation and return rights.
For eligible online purchases, you generally have the right to cancel within 14 days after receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In addition, our voluntary 30-day risk-free trial run provides extra flexibility for eligible footwear purchases.
If your order is already on its way, please contact our customer service team for guidance on the appropriate return procedure.
We recommend following the return instructions provided rather than sending products to an unconfirmed address.
4. Your Statutory Right to Cancel
Under UK consumer law, customers purchasing goods online generally have the right to cancel an eligible contract without giving a reason.
For a standard order containing goods delivered together, the cancellation period normally ends 14 days after the day you receive the goods.
If an order contains multiple items delivered separately, the cancellation period generally ends 14 days after the day you receive the final item.
To exercise your statutory cancellation right, you must clearly communicate your decision to cancel before the relevant deadline.
You may do this by contacting our customer service team through the contact options available on our website.
You do not need to wait until your parcel arrives before notifying us that you wish to cancel.
Certain statutory exceptions may apply to specific categories of goods.
Nothing in this policy limits your rights under the Consumer Contracts Regulations 2013.
5. Returning Products After Cancellation
If you cancel an eligible order after receiving the goods, you must generally return them within 14 days after notifying us of your decision to cancel.
We offer free eligible returns within the United Kingdom, and our customer service team can provide the relevant return instructions.
Please take reasonable care of products while they are in your possession.
For statutory cancellations, you may inspect and handle goods as you would reasonably be permitted to do in a physical shop.
Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, a deduction for diminished value may be permitted by law.
Our voluntary 30-day risk-free trial run may allow more extensive normal use of eligible footwear without the same conditions applying.
6. 30-Day Risk-Free Trial Run
At hokarunning.co.uk, we want customers to feel confident when choosing HOKA running shoes and comfortable trainers.
That’s why we offer a 30-day risk-free trial run for eligible footwear purchases.
This voluntary programme allows you to try eligible shoes under normal conditions and assess their comfort, fit and performance.
If the footwear does not meet your expectations, you can request a free return within the applicable 30-day period.
The trial period begins when you receive your order.
Products showing deliberate damage, significant misuse or unauthorised modifications may be excluded from the voluntary programme.
Our trial programme provides additional benefits beyond your statutory cancellation rights.
For full details, please refer to our Returns and Refunds Policy.
7. Refunds for Cancelled Orders
If your order is successfully cancelled before dispatch, we will arrange a refund of any payment already collected for the cancelled items.
For statutory cancellations, we will reimburse the payments required by law, including the cost of standard delivery where applicable.
We will issue the refund without undue delay and within 14 days of being informed of your decision to cancel, unless we are legally entitled to withhold reimbursement until we receive the returned goods or evidence that they have been sent back.
Refunds are normally made using the same payment method used for the original transaction unless you expressly agree otherwise.
We will not impose a refund fee for exercising your statutory cancellation rights.
For returns under our voluntary 30-day programme, the refund arrangements described in our Returns and Refunds Policy will apply.
8. Partial Order Cancellations
If your order contains multiple products and you wish to cancel only certain items, please contact our customer service team as soon as possible.
Partial cancellation may be possible before the affected products are dispatched.
If the items have already been dispatched, you may need to return them after delivery.
Any refund will be calculated according to the value of the cancelled or returned items and the applicable legal requirements.
Where promotional discounts or bundled offers apply, we will explain any lawful adjustment before processing the relevant refund.
Your statutory consumer rights will remain unaffected.
9. Cancelling an Order Due to Incorrect Details
If you notice an error in your order details, please contact us promptly.
Common issues include:
- Selecting the wrong shoe size.
- Choosing an incorrect colour.
- Entering an incomplete delivery address.
- Ordering the wrong product.
- Purchasing an incorrect quantity.
- Providing an incorrect contact email address.
Depending on the order status, we may be able to correct the information or cancel the order so that you can place a new one.
Once the parcel has been dispatched, some changes may no longer be possible.
If delivery cannot be completed because of incorrect information, we will review the circumstances and explain the available options.
10. Cancellation Due to Product Unavailability
Although we aim to maintain accurate stock information, products may occasionally become unavailable after an order is placed.
If we are unable to fulfil your order because an item is out of stock, we will contact you and explain the available options.
These may include:
- Cancelling the unavailable item.
- Cancelling the entire order.
- Choosing an alternative product, with your agreement.
- Receiving a refund for any products that cannot be supplied.
We will not substitute an unavailable product without your consent.
Where an accepted order cannot be fulfilled, we will provide the appropriate refund in accordance with applicable law.
11. Cancellation by Us
In certain circumstances, we may be unable to accept or fulfil an order.
Possible reasons include:
- Product unavailability.
- Unsuccessful payment authorisation.
- Suspected fraudulent activity.
- Incorrect or incomplete order information.
- An obvious pricing error identified before acceptance.
- Delivery restrictions affecting the requested destination.
- Other circumstances that legally prevent fulfilment.
If we cannot accept an order, we will explain the reason where reasonably possible and arrange a refund of any payment collected.
If a binding contract has already been formed, cancellation by us will be subject to the contract terms and applicable consumer law.
We will not cancel an accepted order arbitrarily or disregard your statutory rights.
12. Cancellation Due to Delivery Delays
We aim to deliver orders within the agreed delivery period.
However, delays may occasionally occur because of carrier disruptions, severe weather, operational issues or other unforeseen circumstances.
Under the Consumer Rights Act 2015, you may have the right to cancel an order if delivery is not completed within the agreed period and the relevant legal conditions are met.
Where delivery by a particular date was essential and this was agreed or clear from the circumstances, you may be entitled to cancel without allowing additional time.
In other circumstances, you may need to provide a further reasonable delivery period before cancelling.
If your order is significantly delayed, please contact our customer service team so that we can investigate and explain your options.
13. Cancellation of Faulty or Incorrect Orders
If you receive faulty, damaged or incorrectly supplied products, your rights are governed by applicable UK consumer law.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If these requirements are not met, you may be entitled to a refund, repair, replacement or another statutory remedy.
The statutory short-term right to reject faulty goods generally applies within 30 days, subject to the relevant legal conditions.
These rights are separate from your right to cancel an online purchase because you have changed your mind.
Our voluntary 2-year warranty provides additional protection against qualifying manufacturing and material defects.
Nothing in this policy restricts your statutory remedies.
14. Exchanges Instead of Cancellation
If you wish to cancel because you selected the wrong size or colour, an exchange may be a suitable alternative.
We may be able to arrange an exchange for eligible products, subject to availability and our Returns and Refunds Policy.
If your preferred replacement is unavailable, you may return the original product and request a refund in accordance with the applicable conditions.
You can then place a new order for another product or size.
Our customer service team can explain the available options.
15. Cancellation Confirmation
Once your cancellation has been processed, we will normally provide confirmation through the contact details associated with your order.
The confirmation may include:
- Your order number.
- The products or items cancelled.
- The cancellation status.
- The amount to be refunded.
- Relevant refund information.
- Any additional steps required.
Please retain the cancellation confirmation for your records.
If you do not receive confirmation after a reasonable period, please contact our customer service team.
16. Refund Processing and Payment Methods
Refunds are normally returned to the original payment method used during checkout.
Once a refund has been issued, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment service provider.
We aim to process refunds efficiently and within the deadlines required by applicable UK law.
If your original payment method is no longer available, please contact our customer service team so that an appropriate and secure alternative can be considered.
We will not require you to pay an additional fee to receive a refund owed under your statutory cancellation rights.
17. Customer Support for Cancellations
If you need assistance cancelling an order, our customer service team is available through the contact options provided on hokarunning.co.uk.
We can assist with:
- Cancellation requests before dispatch.
- Orders that have already been shipped.
- Incorrect sizes, colours or quantities.
- Delivery address errors.
- Partial order cancellations.
- Refund status enquiries.
- Returns and exchanges.
- Faulty or damaged products.
- Questions about statutory cancellation rights.
Please include your order number when contacting us about an existing purchase.
We aim to provide clear guidance and help resolve cancellation enquiries as efficiently as possible.
18. Our Commitment to Customer Satisfaction
At hokarunning.co.uk, we understand that flexibility and convenience are important when shopping online.
Whether you’re purchasing HOKA running shoes, cushioned trainers, sportswear or accessories, we want you to feel confident throughout the ordering process.
Our customer benefits include:
- Free UK Delivery and Returns: Complimentary standard delivery and eligible returns.
- 30-Day Risk-Free Trial Run: Additional flexibility to try eligible footwear and decide whether it suits your needs.
- 2-Year Warranty: Protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with cancellations, order changes, delivery enquiries and refunds.
We aim to handle cancellation requests fairly, provide clear information and respect your rights under UK consumer protection legislation.
hokarunning.co.uk – Shop with confidence, enjoy flexible returns and receive helpful support whenever your plans change.