Last updated: August 2026
At URMA, we understand that sometimes you may need to change or cancel an order.
This Order Cancellation Policy explains what to do if you wish to cancel a purchase made through weareurma.com.
This policy applies alongside our Terms & Conditions, Returns & Refunds Policy and Shipping & Delivery Policy.
Nothing in this policy affects or limits your statutory consumer rights.
1. CANCELLING AN ORDER BEFORE DISPATCH
If you need to cancel or change an order before it has been dispatched, please contact us as soon as possible:
Email: hello@weareurma.com
Please include:
- Your full name
- Your order number
- The product or products you wish to cancel or change
- Details of the change you would like to make, if applicable
We will make reasonable efforts to accommodate your request.
However, orders may move into processing or dispatch quickly, so we cannot guarantee that we will be able to change or cancel an order before dispatch.
If we are able to cancel the order before dispatch, we will confirm the cancellation and refund any payment due using the original payment method, unless otherwise agreed or required by law.
If the order has already been dispatched, we will generally be unable to stop the shipment.
In that situation, you may still have a statutory right to cancel and return the goods in accordance with this policy and our Returns & Refunds Policy.
2. YOUR STATUTORY RIGHT TO CANCEL
If you are a consumer purchasing eligible goods online, you generally have a statutory right to cancel your purchase without giving a reason.
For most goods, you have 14 days from the day after you receive the goods to notify us that you wish to cancel.
If your order contains multiple goods delivered separately, the cancellation period generally begins after you receive the final item, where applicable.
Once you have notified us that you wish to cancel, you generally have a further 14 days to return the goods.
You do not need to provide a reason for exercising your statutory cancellation right.
You can notify us by sending a clear statement that you wish to cancel. You do not have to use a particular wording or form.
To notify us, contact:
3. EXCEPTIONS TO THE STATUTORY CANCELLATION RIGHT
Certain products may be excluded from the statutory cancellation right where permitted by law.
Depending on the circumstances, exceptions can include:
- Goods made to your specifications or clearly personalised
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
- Other goods specifically excluded under applicable consumer legislation
Where an exception applies to a particular product, we will provide the relevant information before you purchase it where required.
These exceptions do not remove your statutory rights where goods are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract.
4. PRE-ORDERS
If you wish to cancel a pre-order before it has been dispatched, please contact us as soon as possible:
Email: hello@weareurma.com
We will make reasonable efforts to cancel the pre-order before processing or dispatch.
However, we cannot guarantee that a pre-order can be cancelled before dispatch once it has entered processing.
Unless a legal exception applies, eligible pre-order purchases remain subject to the same applicable statutory cancellation and consumer rights as other online purchases.
If the pre-order has already been dispatched, you may still have applicable cancellation and return rights.
Please see our Returns & Refunds Policy for further information.
5. REFUNDS FOLLOWING CANCELLATION
If you validly cancel an eligible online purchase under your statutory cancellation right, we will refund the payments due to you in accordance with applicable law.
We will normally refund the payment using the same payment method that you used for the original purchase, unless you agree otherwise or applicable law requires another method.
Where you exercise a statutory cancellation right for an entire eligible order, we will refund the cost of our least expensive standard delivery option where required by law.
If you selected a more expensive delivery option, such as express or premium delivery, we are generally not required to refund the additional amount above the cost of our least expensive standard delivery option.
We may withhold a statutory cancellation refund until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
Further information about refund timescales and return conditions is available in our Returns & Refunds Policy.
6. RETURNING GOODS AFTER CANCELLATION
If you exercise your statutory cancellation right, you generally have 14 days after notifying us of the cancellation to return the goods.
For eligible UK returns, URMA currently provides a free prepaid return label.
Please contact:
for return instructions.
Further information about returning goods is available in our Returns & Refunds Policy.
7. FAULTY, DAMAGED OR INCORRECT GOODS
If you wish to cancel because your goods are faulty, damaged, incorrect or otherwise do not conform to the contract, your statutory rights may be different from the standard change-of-mind cancellation process.
Depending on the circumstances, you may have rights including:
- A short-term right to reject the goods
- Repair or replacement
- A price reduction
- A refund
Please contact us at:
We will handle the issue in accordance with your statutory rights.
Further information is available in our Returns & Refunds Policy.
8. CANCELLATION BY URMA
In limited circumstances, we may need to cancel an order, for example where:
- A product is genuinely unavailable
- Payment cannot be authorised
- There has been a genuine material pricing or product-description error
- We reasonably suspect fraud or unauthorised activity
- We are unable to fulfil the order for another legitimate reason
Where we cancel an order after taking payment, we will refund the amount paid for the cancelled order using the original payment method unless otherwise required by law.
We will not use this section to unfairly cancel an accepted order or avoid our legal obligations to you.
9. YOUR STATUTORY RIGHTS
Nothing in this policy limits, excludes or replaces any statutory rights you may have under applicable consumer protection law.
UK consumers may have rights under legislation including:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Other applicable consumer protection legislation
If any provision of this policy conflicts with a mandatory legal right that applies to you, that legal right will prevail.
10. CONTACT US
URMA
Legal trader: [LEGAL NAME]
Business address: [BUSINESS ADDRESS]
Email: hello@weareurma.com
Website: weareurma.com
We aim to respond to customer enquiries within 24–48 business hours, Monday to Friday.
This response-time target does not limit or extend any statutory deadline or legal right.
Last updated: August 2026