Order Cancellation Policy
FWSports Shoes, a trading name of Wellnessmasco LTD
This policy explains how to cancel an order before dispatch and how statutory cancellation works after delivery.
1. Requesting cancellation before dispatch
Contact info@fwsportsshoes.com as soon as possible and clearly state that you want to cancel. Include your full name, order number and the email address used for the order.
We recommend contacting us within 24 hours after placing the order so that we have the best opportunity to stop fulfilment. The 24-hour period is not a cancellation deadline and does not restrict statutory rights.
2. What happens before dispatch
If the order has not been dispatched and we can stop fulfilment, we will cancel it, email confirmation and refund the amount paid to the original payment method. We do not charge a cancellation or processing fee for an eligible cancellation.
If only part of an order is cancelled, any shipping refund or adjustment will depend on the remaining order and applicable law. We will explain the amount in the cancellation confirmation.
3. If the order has already been dispatched
We may be unable to stop a parcel after dispatch. This does not automatically remove your right to cancel or return the goods. Notify us clearly that you want to cancel and follow the return instructions supplied under our Return and Refund Policy.
We recommend contacting us before refusing delivery because an unidentified refused parcel can delay the return and refund process.
4. UK statutory right to cancel
If you are a UK consumer purchasing goods online, you will normally have the right to cancel the contract without giving a reason from the time the contract is formed until 14 days after the day you, or a person nominated by you, receives the goods.
For an order containing several items delivered separately, the statutory period normally runs from the day after the final item is received. Some limited legal exceptions can apply, including goods made or personalised specifically for the customer.
To exercise the right, send a clear statement to info@fwsportsshoes.com or use the model cancellation form at the end of this policy. You do not have to use the form.
5. Returning goods after cancellation
After notifying us of a UK statutory cancellation, you normally have a further 14 days to send the goods back. Contact us for a return reference and packing instructions, which we normally provide within 1 business day. All product returns go to our London company address below.
The return reference is used to match the parcel to your order. It is not a discretionary approval process. Send all product returns to our London company address below.
Dispatch and returns address for all customers:
5 Cameron Terrace
Herbert Road
South Tottenham
London
N15 4FG
United Kingdom
All product returns, including returns from the United States and Canada, are sent to this UK address. For eligible change-of-mind or wrong-size returns, customers pay the direct return-postage cost where disclosed before purchase and permitted by law. Customers returning goods from outside the UK should obtain an international postage quote to this address before purchasing. We cover reasonable return costs for faulty, damaged, incorrect or materially misdescribed goods where required by law. See our Return & Refund Policy for eligibility and refund terms.
For an ordinary change-of-mind cancellation, the customer is normally responsible for the direct return cost where this was disclosed before purchase and the law permits it. We recommend a tracked service and keeping proof of postage.
6. Refunds after cancellation
For an eligible cancellation before dispatch, you will receive your refund to the original payment method within 7 calendar days after you notify us of the cancellation. We refund without undue delay.
For a valid UK statutory cancellation, we will refund the payments required by law, including the cost of our least expensive standard outbound delivery option where applicable. Any extra amount paid for premium delivery is not normally refundable beyond the standard delivery cost.
For an eligible return, you will receive your refund to the original payment method within 7 calendar days after we receive the returned goods. For a valid UK statutory cancellation, the 7-calendar-day period starts when we receive the returned goods or evidence that you have sent them back, whichever is earlier. We refund without undue delay and honour any shorter deadline required by law. This 7-calendar-day period includes our inspection and processing time and the time taken by your bank, card issuer or payment provider to credit the refund to your account. If you have not received your refund within 7 calendar days, contact info@fwsportsshoes.com with your order number so we can investigate promptly.
7. Handling and deductions
You may inspect and try on footwear indoors on a clean surface as you would in a shop. Where the law allows, we may reduce a change-of-mind refund to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
8. Faulty, damaged, incorrect or misdescribed goods
If the reason for cancellation is that the item is faulty, damaged, incorrect or materially misdescribed, contact us. We will provide an appropriate remedy in accordance with applicable consumer law and cover reasonable return costs where the issue is verified and attributable to us.
9. Customers outside the UK
Our 30-day Return and Refund Policy applies to eligible orders delivered to the United States and Canada. Customers also retain any mandatory cancellation or return rights that apply in their place of residence.
10. Order changes
For a size, colour or delivery-address change, contact info@fwsportsshoes.com as soon as possible. We will make reasonable efforts to help before dispatch, but a change may not be operationally possible after fulfilment begins. This does not affect statutory rights.
Model cancellation form
Complete and send this form only if you wish to cancel the contract. You may instead send any other clear statement.
To: FWSports Shoes, Wellnessmasco LTD, 5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG, United Kingdom
Email: info@fwsportsshoes.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods: ______________________________________________________________________
Order number: ________________________________________________________________
Ordered on / received on: _____________________________________________________
Name of customer(s): __________________________________________________________
Address of customer(s): ________________________________________________________
Signature (only if sent on paper): ______________________________________________
Date: _________________________________________________________________________
Contact details
FWSports Shoes is a trading name of Wellnessmasco LTD, registered in England and Wales under Company No. 15150625.
Registered office: 5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG, United Kingdom
Email: info@fwsportsshoes.com | Telephone: +44 20 3322 5623
Business hours: Monday-Friday, 09:00-17:00 UK time | Website: https://www.fwsportsshoes.com/