MIDU CUSTOMER CARE
Order Cancellation Policy
This Order Cancellation Policy explains how cancellation requests are handled before dispatch, after dispatch, and after delivery for orders placed through www.midu.uk.
Purpose of this policy
This Order Cancellation Policy explains how Midu handles requests to cancel an order before it is dispatched, after it has entered fulfilment, after it has been handed to a courier, or after it has been delivered.
This policy should be read together with our Terms of Service, Shipping Policy, and Return & Refund Policy.
How to request cancellation
To request cancellation, email us as soon as possible at [email protected]. Please include your order number, checkout email address, and a clear request to cancel.
Order number
Include your order number so we can locate your order quickly.
Checkout email
Use the same email address entered at checkout whenever possible.
Contact quickly
The earlier you contact us, the more likely we can review cancellation before dispatch.
Order stage
Cancellation options depend on whether the order is pending, processing, dispatched, or delivered.
Before the order is processed
If your cancellation request is received before the order has been processed, packed, or dispatched, we will review whether the order can be cancelled.
If cancellation is possible, we will confirm the cancellation and any applicable refund or payment reversal process. Refund timing may depend on the payment provider, card issuer, bank, or wallet provider.
Fastest route
Email [email protected] with the subject line “Order Cancellation Request – Order Number”. This helps us identify urgent cancellation messages faster.
After the order has entered fulfilment
Once an order has entered fulfilment, picking, packing, or warehouse processing, cancellation may no longer be possible. We will still review your request, but we cannot guarantee that the order can be stopped.
The order may still be cancellable if processing has not started.
The order may already be in fulfilment, and cancellation may depend on the fulfilment stage.
The order may be prepared for dispatch, making cancellation harder or unavailable.
If the order has left fulfilment, it may need to be handled under delivery or return procedures.
After dispatch
If the order has already been dispatched or handed to the courier, we may not be able to cancel the shipment. In that case, you may need to wait for delivery and then follow the return or cancellation-after-delivery process where applicable.
You can check delivery information on our Track Your Order page or contact us with your order number if tracking has not updated for several days.
Your cancellation rights after delivery
For many online purchases, consumers may have the right to cancel without giving a reason within 14 days after receiving the goods. After notifying us of cancellation, you usually have another 14 days to return the goods.
Some exclusions may apply, and the item should not be used beyond what is necessary to inspect its nature, characteristics, and function. More detail is provided in our Return & Refund Policy.
Items that may be excluded from change-of-mind cancellation
Some products may not be eligible for change-of-mind cancellation or return unless they are faulty, damaged, incorrect, or not as described. This may depend on the product type and applicable legal rules.
Goods made to your specifications or clearly personalised may be excluded.
Sealed goods that cannot be returned for health or hygiene reasons may be excluded once opened.
Refunds may be reduced if the item has been handled beyond what is necessary to inspect it.
Other exclusions may apply where permitted by law or clearly explained on the relevant product page.
Refunds after cancellation
Where cancellation is accepted and a refund is due, refunds are normally issued back to the original payment method unless we agree otherwise or the payment provider requires a different process.
For returned goods, refunds are usually processed within the required refund period after we receive the goods back or after you provide evidence that the goods have been sent back, where applicable. Your payment provider may take additional time to make funds visible in your account.
Delivery charges and return costs
If you cancel an eligible online order, the standard delivery cost may be refunded where required by law. If you selected a more expensive delivery option, we may only be required to refund the standard delivery amount.
Unless the item is faulty, damaged, incorrect, not as described, or we agree otherwise, you may be responsible for return shipping costs. Please keep proof of postage until your return has been processed.
Cancellation because of delivery delay
Unless we agree otherwise with you, goods should normally be delivered within 30 days. If there is a significant delay, contact us so we can review the order status and available options.
Delivery times may vary because of courier issues, customs, incorrect address details, weather, high order volume, public holidays, or other circumstances outside our control.
Cancellation by Midu
We may cancel or refuse an order where payment cannot be authorised, stock is unavailable, order details are incomplete or incorrect, fraud or misuse is suspected, delivery is not possible, or a product or pricing error has occurred.
If we cancel an order after payment has been taken, we will review the appropriate refund or payment reversal process according to the payment status and applicable law.
Relationship with other policies
This policy explains order cancellation only. Returns, refunds, faulty items, incorrect items, and damaged goods are explained in more detail in our Return & Refund Policy.
Payment-related issues are explained in our Secure Payment page, and delivery issues are explained in our Shipping Policy.
Need to cancel an order?
Email us as soon as possible with your order number and checkout email address. If the order has already been dispatched, we will explain the available next steps.
