Cancellation Policy
1. General Cancellation
Top Brands Online does not provide a general voluntary cancellation or change-of-mind programme beyond rights required by applicable law.
2. Cancellation Before Fulfilment
If you wish to cancel an order, contact us immediately at:
If the order has not entered fulfilment, we will make reasonable efforts to cancel it.
Where cancellation is successfully processed before fulfilment, the applicable payment will be refunded or otherwise dealt with in accordance with applicable law.
3. Orders Already Fulfilled or Dispatched
Once an order has entered fulfilment or has been dispatched, cancellation may no longer be operationally possible.
The customer may then need to follow the applicable statutory cancellation or return procedure.
4. Statutory Cooling-Off Rights
Nothing in this policy removes statutory cooling-off rights.
Certain online transactions may be subject to section 44 of the Electronic Communications and Transactions Act, which provides a seven-day cancellation right in applicable circumstances.
Transactions resulting from direct marketing may also be subject to the Consumer Protection Act’s cooling-off provisions.
5. Direct Marketing
Where a transaction is legally classified as resulting from direct marketing, the applicable statutory cancellation rights will apply.
6. Special Orders
Special-order products may be subject to specific cancellation provisions permitted by law.
7. Unavailable Products
If Top Brands Online cannot fulfil an accepted order because a product is unavailable, discontinued or otherwise cannot reasonably be supplied, we will notify the customer and provide the remedy required by applicable law.
8. Fraud and Security
Top Brands Online may place an order on hold or cancel an order where reasonably necessary to investigate:
- Suspected fraud;
- Payment fraud;
- Identity misuse;
- Unauthorised use of payment details;
- Incorrect customer information;
- Abnormal purchasing behaviour; or
- Other security concerns.
9. Cancellation Request
Cancellation requests must be sent to:
Please include:
- Order number;
- Customer name;
- Contact number;
- Email address; and
- Reason for cancellation where applicable.
10. Statutory Rights
Nothing in this policy limits any statutory right available to a consumer.