MIDU CUSTOMER CARE
Order Cancellation Policy
This Order Cancellation Policy explains how MIDU Commerce LLC handles cancellation requests before processing, during fulfilment, after dispatch and after delivery for orders placed through midu.uk.
Purpose of this policy
This Order Cancellation Policy explains how MIDU Commerce LLC handles requests to cancel an order before processing begins, after the order 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 support@midu.uk. Include your order number, checkout email address, the product or products you wish to cancel and a clear request to cancel the order.
Order number
Include your order number so that our support team can locate and review the order quickly.
Checkout email
Contact us from the same email address used at checkout whenever possible.
Contact us quickly
The earlier you contact us, the more likely we can stop the order before fulfilment or dispatch.
Order stage
Available cancellation options depend on whether the order is pending, processing, packed, dispatched or delivered.
Before the order is processed
If we receive your cancellation request before the order has entered processing, supplier fulfilment, preparation, packing or dispatch, we will review whether it can be cancelled.
If cancellation is successful, we will confirm it by email and arrange any applicable payment reversal or refund. A payment authorisation that has not yet been captured may be released rather than refunded, and the release time is controlled by your bank or payment provider.
Fastest route
Email support@midu.uk with the subject line “Order Cancellation Request – Order Number”. This helps us identify urgent cancellation requests more quickly.
After the order has entered fulfilment
Once an order has entered supplier fulfilment, preparation, picking, packing, customisation 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 fulfilment or preparation has not started.
The order may already be undergoing payment review, sourcing, preparation or supplier fulfilment, so cancellation will depend on its exact status.
The order may already be labelled or prepared for courier collection, making cancellation difficult or unavailable.
If the order has left the fulfilment location, it will normally need to be handled under the delivery or return procedures.
After dispatch
If an order has already been dispatched or handed to a courier, MIDU Commerce LLC may be unable to cancel or recall the shipment. You may need to wait for delivery and then request a return where eligible.
Do not refuse delivery or ask the courier to redirect the parcel unless our support team instructs you to do so. Unauthorised refusal or redirection may result in additional shipping, customs, storage or return costs.
You can review available delivery information on our Track Your Order page or contact us with your order number if the tracking status has not updated for several business days.
Cancellation rights after delivery
Depending on your location and applicable consumer law, you may have a legal right to cancel an eligible online purchase without providing a reason within 14 days after receiving the goods. After notifying us, you may then be required to return the goods within a further 14 days.
These periods apply only where required by applicable law or expressly offered by MIDU Commerce LLC. Product exclusions and return-condition requirements may apply. Full details are provided in our Return & Refund Policy.
Products that may be excluded from change-of-mind cancellation
Some products may not qualify for change-of-mind cancellation or return unless they are faulty, damaged, incorrect or materially different from their description. Any exclusion remains subject to mandatory consumer rights.
Products made to your specifications, engraved, resized, customised or clearly personalised may be excluded once production or customisation has started.
Sealed products that are not suitable for return for health or hygiene reasons may be excluded after the seal has been opened.
A return or refund may be reduced or refused where the product has been worn, used, damaged or handled beyond what was reasonably necessary to inspect it.
Other exclusions may apply where permitted by law or where a special cancellation condition was clearly disclosed on the relevant product page before purchase.
Refunds after cancellation
Where cancellation is accepted and a refund is due, MIDU Commerce LLC will normally issue the refund to the original payment method used for the order. We generally cannot redirect a refund to a different card, bank account, digital wallet or person.
If the original payment was only authorised and had not been fully captured, the authorisation may be voided or released instead of refunded. Your bank or card issuer determines when the reserved amount becomes available again.
For returned products, an eligible refund will be processed after the return is received and inspected, or after acceptable evidence of return is provided where required by law. Your bank, card issuer, Stripe, PayPal or other payment provider may require additional time to display the funds.
Delivery charges and return costs
Where applicable law requires it, an eligible cancellation may include a refund of the least expensive standard delivery method offered for the order. Additional charges paid for express, premium or upgraded delivery may not be refundable.
Unless a product is faulty, damaged, incorrect, not as described or we expressly agree otherwise, you are normally responsible for return shipping costs. Please use the approved return address, select a tracked service and retain proof of postage until the return has been completed.
Customs duties, import taxes, brokerage charges, currency-conversion fees and other third-party charges are not normally refundable by MIDU Commerce LLC unless required by applicable law.
Cancellation because of delivery delay
If an order is materially delayed beyond the estimated delivery period, contact us so that we can review the tracking information, shipment status and available options. A delayed tracking update does not automatically mean that a parcel has been lost.
Delivery may be affected by courier disruption, customs clearance, incorrect address details, severe weather, high order volumes, destination restrictions, public holidays or other circumstances outside our reasonable control.
Nothing in this policy limits any mandatory right you may have to cancel an order or obtain another remedy because of an unreasonable delivery delay under applicable consumer law.
Cancellation by MIDU Commerce LLC
MIDU Commerce LLC may refuse or cancel an order where payment cannot be authorised or verified, stock is unavailable, product sourcing is unsuccessful, order information is incomplete or incorrect, fraud or misuse is suspected, delivery is not reasonably possible, legal restrictions apply or a material product or pricing error has occurred.
If we cancel an order after payment has been collected, we will arrange the appropriate refund or payment reversal according to the transaction status, original payment method and applicable law.
Relationship with other policies
This policy explains order cancellation only. Returns, refunds, faulty products, incorrect products and damaged goods are explained in more detail in our Return & Refund Policy.
Payment authorisations, failed payments and refunds are explained in our Secure Payment page, while processing, tracking, customs and delivery issues are explained in our Shipping Policy.
Need to cancel an order?
Email MIDU Commerce LLC as soon as possible with your order number, checkout email address and the products you wish to cancel. If the order has entered fulfilment or has already been dispatched, we will explain the available next steps.
