Order Cancellation Policy
Order cancellation at a glance
| Cancel before dispatch | Free. Contact us as soon as possible and we will stop the order and refund you in full. |
| Cancel after dispatch | Once an order has left us it cannot be stopped in transit, but you can still return it under your 14-day right to cancel. |
| Dispatch timing | Orders are dispatched within 1–2 working days. Orders placed before 2pm UK time, Monday to Friday, are processed the same working day. |
| How to cancel | Email or call us with your order number. |
| Refund method & timing | Original payment method. Pre-dispatch cancellations are refunded within 14 days of your request. |
| Cut-to-size / made-to-specification items | Can be cancelled before we begin cutting or preparing them; once work has started they cannot be cancelled unless faulty or not as described. |
1. Cancelling before your order is dispatched
You can cancel your order free of charge at any time before it is dispatched. As we aim to dispatch within 1–2 working days, and orders placed before 2pm UK time on a working day may be processed the same day, please contact us as soon as possible so we can stop the order before it leaves us.
If we are able to stop the order before dispatch, we will cancel it and refund you in full, including any delivery charge you paid, to your original payment method.
2. Cancelling after your order is dispatched
Once an order has been dispatched we cannot recall it in transit. You can still cancel and return it under your statutory 14-day right to cancel: you have 14 days from the date of delivery to notify us that you wish to cancel, for any reason, and a further 14 days to return the goods. Full details, including who pays return postage and how refunds are handled, are set out in our Refund Policy.
3. Cut-to-size and made-to-specification items
Goods cut to a length or size you have specified, or otherwise made to your specification, can be cancelled before we begin cutting or preparing them. Once we have started work on a made-to-specification item it cannot be cancelled, as it cannot be resold. This does not affect your rights if such an item arrives faulty, damaged or not as described. Every standard sheet, pack, roll and bundle listed on this website can be cancelled as set out above.
4. Cancellations by us
In rare cases we may need to cancel your order — for example, if an item is out of stock, if there has been a pricing or description error, or if we are unable to deliver to your address. If this happens we will contact you as soon as possible and refund any payment you have made in full to your original payment method.
5. How to cancel your order
To cancel an order, contact us with your order number and let us know you wish to cancel:
Email: sales@soundproofingshop.co.uk
Phone: +44 1282 270214
Hours: Monday to Friday, 8:30am to 5pm (UK time)
Please contact us directly rather than refusing delivery, as this helps us process your cancellation and refund quickly.
6. Refunds for cancelled orders
Refunds for cancelled orders are made to your original payment method. Where you cancel before dispatch, we refund within 14 days of your cancellation request. Where you cancel after delivery under your 14-day right, refund timing follows our Refund Policy. There is no cancellation fee and no restocking fee.
7. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact us
Email: sales@soundproofingshop.co.uk
Phone: +44 1282 270214
Hours: Monday to Friday, 8:30am to 5pm (UK time)
Sound Proofing Shop is a trading name of Express Matting Services Ltd, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom.