Cancellation Policy

Last updated: 16 August 2026

This policy explains when and how you can cancel an order, and what happens to your money.

Cancelling before dispatch

You may cancel an order within 12 hours of placing it, provided it has not already entered processing. Email support@urbanfarmly.com with your order number and the word "CANCEL" in the subject line. We confirm every cancellation in writing — if you have not had a confirmation, assume the order is still live and contact us.

After processing has begun

Once an order has entered processing or been handed to the carrier we may not be able to stop it. If we cannot, you can still refuse the delivery or return the item under our Return & Refund Policy.

UK and EU statutory cancellation

Consumers in the United Kingdom and European Union have a separate legal right to cancel most online orders within 14 days of receiving the goods, without giving a reason, and a further 14 days to return them. This right is independent of the 12-hour window above and is not limited by it. To use it, tell us clearly that you are cancelling — a plain email is enough. We then refund the item price and the standard outbound delivery charge within 14 days of receiving the goods back, or of you proving you have sent them. The cost of returning the goods is yours unless they are faulty, damaged or not as described.

Orders we cancel

We may cancel an order where the item is unavailable, where there was a pricing or listing error, where we cannot deliver to your address, or where the order fails fraud screening. If this happens we tell you and refund you in full — you are never charged for an order we cancel.

Refunds after cancellation

Refunds go back to the original payment method within 5–10 business days of the cancellation being confirmed. Your bank may take additional time to post it.

Changes instead of cancellation

If you only need to change a delivery address, a size or a quantity, contact us — before dispatch we can usually amend the order rather than cancel it.