Order Cancellation Policy
Last updated: October 2026
At a glance: cancel free of charge before dispatch · 14-day legal right to cancel after delivery · free return postage · refund within 14 days.
Cancelling before your order is dispatched
Orders are usually packed and dispatched within 1–2 business days. If you'd like to cancel, email support@olapen.com as soon as possible with your order number. If your order hasn't been dispatched yet, we'll cancel it and give you a full refund. We'll confirm the cancellation by email.
Cancelling after your order is dispatched
Once your order has left our fulfilment centre, we can't stop it in transit. You can still cancel by returning it once it arrives. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of the day you receive them, without giving a reason. Our Returns & Refunds Policy goes further and gives you 30 days from delivery.
To cancel after delivery:
- Email support@olapen.com with your order number and the items you want to cancel. A clear statement that you want to cancel is all we need.
- We'll reply within 1–2 business days with your return authorisation and either a prepaid label or posting instructions.
- Send the items back within 14 days of telling us you're cancelling, using a tracked service, and keep your proof of posting.
Please don't send returns to our correspondence address; we'll give you the correct return address.
Items that can't be cancelled once opened
Needle cartridges are sterile, sealed, single-use products. For health and hygiene reasons, the right to cancel doesn't apply to cartridges once their seal has been broken, unless they're faulty. Sealed cartridges can be cancelled and returned as normal.
Refunds
- Cancelled before dispatch: refunded in full to your original payment method, usually within 5 business days.
- Cancelled after delivery: refunded to your original payment method within 14 days of us receiving the items back, or of you sending us proof of posting, whichever is sooner.
- Shipping is free on every order and return postage is free, so there are no delivery charges to deduct.
- If an item has been used beyond what's needed to inspect it, we may reduce the refund to reflect any loss in value, as UK law allows. This doesn't apply to claims under our 60-Day Money-Back Guarantee for the Olapen pen.
Your bank may take a few extra days to show the refund.
When we may cancel an order
Occasionally we may need to cancel an order, for example if an item is out of stock, if there's an obvious error in the price or description, if we can't deliver to your address, or if we suspect fraud. If this happens we'll tell you as soon as possible and refund any payment in full.
Changing an order
If you'd like to change an item or your delivery address, email us before your order is dispatched and we'll do our best to update it.
Your statutory rights
This policy doesn't affect your rights under UK consumer law. If you live outside the UK, you may also have rights under the consumer laws where you live.
Contact us
Email support@olapen.com or call +44 7498 374869 (Monday to Friday, 9am–5pm UK time).