Order Cancellation Policy

Last updated: 22 August 2026

1. Who We Are

2. Cancelling Before Dispatch

You may cancel your order at any time before it has been dispatched, for any reason, at no cost. To cancel, contact us at trade@ebuyergate.com with your order number as soon as possible. If your order has not yet entered processing, we will cancel it and issue a full refund to your original payment method.

If your order has already entered processing but has not yet been dispatched, we will do our best to stop it before it ships. We cannot guarantee cancellation once an order has moved into fulfilment, as this depends on how far preparation has progressed.

3. Cancelling After Dispatch

Once an order has been handed to the carrier, it can no longer be cancelled or intercepted in transit. If you no longer want the item after it has been dispatched, you may return it once received, in line with Section 4 below or our Return & Refund Policy.

4. Your Statutory Right to Cancel (Cooling-Off Period)

Separately from the above, if you are a consumer purchasing from within the UK, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving your goods, without needing to give a reason.

To exercise this right, contact us at trade@ebuyergate.com within the 14-day period. You must then return the goods to us in an unused condition within 14 days of notifying us of your cancellation.

Where you cancel under this statutory right because you have changed your mind, you are responsible for the cost of returning the goods to us. If the cancellation is because the item is faulty, damaged, or not as described, we cover the cost of return shipping.

5. How Refunds Are Issued After Cancellation

Once your cancellation is confirmed and, where applicable, the returned item has been received and inspected, your refund will be processed within 7 days to your original method of payment. We do not charge a restocking fee on eligible cancellations or returns.

6. Cancelling Part of an Order

If your order contains multiple items and you wish to cancel only some of them, contact us at trade@ebuyergate.com with your order number and the specific items you would like to cancel. We will confirm whether this is possible depending on how far your order has progressed through processing.

7. Cancellations Initiated by Us

We reserve the right to cancel an order, in whole or in part, where a product is unavailable, where a pricing or description error has occurred, where we are unable to obtain payment authorisation, or where we reasonably suspect fraudulent activity. Where we cancel an order after payment has been taken, you will receive a full refund within 7 days.

8. Contact Us