Order Cancellation Policy

Last Updated: September 12, 2026

At The Jacket Culture, we aim to process orders promptly. We understand that customers may occasionally need to cancel an order.

This policy explains how to request cancellation while also preserving any statutory cancellation rights that apply to you.

1. Cancellation Before Dispatch

• If you need to cancel an order before it has been dispatched, please contact us as soon as possible at:

Email: support@thejacketculture.com
Phone: +44 117 980 3515

• Please include your order number and the email address used to place the order.
• We will make reasonable efforts to stop an order before dispatch, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.

2. Cancellation Within 24 Hours

• Where an order has not yet been dispatched, requests received within 24 hours of the order confirmation will normally be cancelled without a cancellation or restocking fee.
• Any payment already collected for the cancelled order will be refunded.

3. Orders Already Being Processed

• After the initial 24-hour period, an order may already have entered fulfillment or dispatch preparation.
• We will make reasonable efforts to accommodate cancellation requests before dispatch.
• We will not apply a cancellation fee where applicable consumer law gives you a statutory right to cancel without such a fee.

4. Orders Already Dispatched

• Once an order has been dispatched, we may be unable to cancel the shipment.
• If you are legally entitled to cancel after dispatch, you may exercise your applicable cancellation rights in accordance with our Returns & Exchange Policy.

5. UK Statutory Cancellation Rights

• For eligible UK online purchases, you generally have a statutory right to cancel your purchase within 14 days after receiving the goods, without needing to provide a reason.
• This statutory right is separate from our voluntary 24-hour cancellation facility.
• Certain statutory exceptions may apply depending on the nature of the product or circumstances of the order.
• Where a statutory cancellation right applies, we will process the cancellation and refund in accordance with applicable law.

6. Refunds Following Cancellation

• Where cancellation is valid and a refund is due, refunds will normally be issued to the original payment method.
• For UK statutory cancellations, refunds will be handled in accordance with applicable law, including applicable rules concerning standard delivery charges and the timing of refunds.

7. How to Request Cancellation

To request cancellation, contact:

Brand Name: The Jacket Culture
Operated by: TONIC ARCHITECTURE LTD
Company Number: 08013164
Email: support@thejacketculture.com
Phone: +44 117 980 3515
Support Hours: Monday–Friday, 8:30 AM–5:30 PM UK Time

Please provide:

• Order number
• Name used for the order
• Email address used for the order
• A clear statement that you want to cancel the order

Nothing in this policy limits any statutory consumer rights that cannot lawfully be excluded or restricted.