Cancellation and refunds

1. The short version

• Cancel any time from your billing page. One click. No call, no email, no reason.
• Your plan keeps working until the end of the period you have already paid for.
• You have 14 days from subscribing in which you may cancel and be refunded, subject to section 3 below.
• A fresh 14 days opens after every renewal — monthly or annual — even though the law does not yet require that.
• The Free plan costs nothing and can be abandoned at any point.

2. Your 14-day statutory right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel a subscription within 14 days of entering into it, without giving any reason and without penalty. The period runs from the day after the contract is made.

To exercise it, tell us clearly that you wish to cancel. Any clear statement will do — the billing page, an email, the telephone, or the model form in section 8. You do not have to use the form.

3. When that right ends early

The service is digital and it works as soon as you have it. Regulation 37 allows the statutory cancellation right to end early where a consumer has asked for supply to begin within the cancellation period, and has acknowledged that the right will be lost once the service has been fully performed.

We ask for those two things separately, as two individual tick boxes at checkout, and neither is ticked for you. Both are checked again on our server before any subscription is created, and both are repeated back to you in the order confirmation email so that you hold a durable record of what you agreed to.

• If you tick neither, your subscription begins after the 14 days have passed, and your right to cancel is untouched throughout.
• If you tick both, the service starts immediately, and your right to cancel ends at the point the service has been fully performed. Until then, you may still cancel and we will refund you in proportion to what you have used.

4. If we failed to tell you

If we did not give you the cancellation information regulation 13 requires, your cancellation period is extended by 12 months. It would then run for 12 months and 14 days from the day after the contract was made, or end 14 days after we belatedly gave you that information, whichever comes first.

We state this because it is your right, not because we expect to need it: the information is on this page, on the pricing page, on the checkout screen and in the confirmation email.

5. A fresh 14 days after every renewal

The Digital Markets, Competition and Consumers Act 2024 will require a further cancellation window after a subscription renews. We apply that now, voluntarily, ahead of the date it takes legal effect.

• We send a reminder before each renewal. It is a separate email containing nothing but the reminder — no marketing and no other announcements.
• After each renewal, monthly or annual, you have a further 14 days in which you may cancel that renewal and be refunded in proportion to what remains.
• Leaving is one click on your billing page. There is no retention offer and no conversation to get through.

6. How to cancel

• Fastest. Sign in and open billing. Press cancel. It takes effect at once and is confirmed by email.
• By email. Write to support@primehosiery.shop from the address on your account.
• By telephone. +44 1204 855983, 09:00–17:30 UK time, Monday to Friday.
• By post. Using the form in section 8, to the address published on our legal information page.

7. How refunds are worked out

• Within the statutory period, service not yet started. A full refund of everything you paid.
• Within the statutory period, service started at your request. A refund of what you paid less an amount in proportion to what has been supplied up to the moment you told us.
• Within 14 days of a renewal. A refund in proportion to the unused part of the renewed period.
• Outside those periods. Your plan continues to the end of the period you paid for and does not renew again. We do not, as a rule, refund a period already under way — but if something has gone wrong, tell us, because section 9 may well apply.

Refunds are made using the same payment method you used, within 14 days of us accepting the cancellation, and usually much sooner. There is no fee for cancelling.

8. Model cancellation form

This is the statutory form set out in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You are not obliged to use it — any clear statement of your decision is enough — but it is here because the regulations require us to make it available.

9. If the service is faulty

This section is separate from cancellation and is not limited by any of it. Under the Consumer Rights Act 2015, a digital service must be of satisfactory quality, fit for any particular purpose you made known to us, and as described.

If it is not, you are entitled to have it repaired or replaced, and where that is not possible or is not done within a reasonable time, to a price reduction. Write to us and we will sort it out.

Nothing on this page affects your statutory rights.