Cancellation policy

The Iron Sprue – Cancellation Policy

Last updated: 27 October 2026

At The Iron Sprue, we aim to make shopping with us as straightforward as possible. We understand that circumstances change, so we've outlined our cancellation policy below.

This policy applies to purchases made through our website and in our physical store, including pre-orders, Click & Collect purchases and event bookings.

1. Online Orders – Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing goods online generally have the legal right to cancel their order without giving a reason.

You have 14 calendar days from the day after receiving your goods to notify us that you wish to cancel.

Once you have notified us of your cancellation, you have a further 14 calendar days to return the goods.

You may also cancel an order before it has been dispatched.

Where an order contains multiple items delivered separately, the cancellation period generally begins after you receive the final item.

2. Returning Cancelled Orders

When exercising your statutory right to cancel an online purchase:

You must notify us of your intention to cancel within the applicable cancellation period.
Goods must be returned within 14 calendar days of notifying us.
Customers are responsible for the direct cost of returning unwanted goods, unless we agree otherwise or the goods are faulty, damaged or incorrectly supplied.
You may inspect goods as you would reasonably be permitted to in a physical shop.
We may make a deduction from your refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, resulting in a reduction in value.

We recommend retaining proof of postage when returning goods.

3. Refunds

Where an online order is cancelled under your statutory cancellation rights, we will refund:

The purchase price of the cancelled goods, subject to any lawful deductions.
The original standard delivery charge, where applicable. Additional charges for premium or express delivery are not refundable beyond the standard delivery cost.

Refunds will be issued using the original payment method unless you expressly agree otherwise.

Refunds will be processed within 14 calendar days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.

For orders cancelled before dispatch, refunds will be processed within 14 calendar days of cancellation.

No cancellation or administration fee will be charged when exercising your statutory cancellation rights.

4. In-Store Purchases

Purchases made directly in our physical store are not subject to the statutory 14-day change-of-mind cancellation period that applies to most online purchases.

We are not legally required to accept cancellations or returns for non-faulty goods purchased in-store simply because a customer has changed their mind.

Any discretionary returns or exchanges for non-faulty in-store purchases will be considered on a case-by-case basis.

This does not affect your statutory rights concerning faulty, damaged or incorrectly described goods.

5. Pre-Orders

Pre-orders placed through our website are generally subject to the same statutory cancellation rights as other online purchases.

Customers may request cancellation of a pre-order before dispatch.

Once the goods have been received, the standard 14-day statutory cancellation period applies, unless a specific legal exemption exists.

Release dates are provided using the best information available from manufacturers and distributors and may be subject to change.

If we are unable to fulfil a pre-order, we will offer a full refund for any goods we cannot supply.

A manufacturer's delay or change in release date does not remove your statutory rights.

6. Click & Collect Orders

Orders purchased and paid for online for collection at The Iron Sprue are generally treated as distance purchases and benefit from the applicable statutory cancellation rights.

The 14-day cancellation period generally begins the day after the customer collects the goods, not when the order is placed or when the customer receives notification that the order is ready.

We will hold Click & Collect orders for 30 calendar days from the date we notify you that they are ready for collection.

If an order remains uncollected after this period, we may contact you to arrange collection or discuss cancellation.

Where an order is cancelled, any refund or other remedy will be handled in accordance with your statutory rights and applicable consumer contract law.

Uncollected goods may be returned to general stock for resale once the order has been lawfully cancelled.

Please contact us if you are unable to collect within the 30-day period.

7. Custom-Made and Personalised Products

Certain products made specifically to a customer's individual requirements or clearly personalised may be exempt from the statutory 14-day change-of-mind cancellation right.

This may include bespoke commission painting work or other genuinely customised products.

Where an exemption applies, we will explain this before the purchase is completed.

Standard products ordered from a supplier at a customer's request are not automatically exempt simply because they are special orders.

Nothing in this section affects your rights where goods or services are faulty, misdescribed or otherwise fail to meet statutory requirements.

8. Event Bookings, Gaming Sessions and Table Hire

Bookings for organised gaming events, tournaments, gaming tables, painting sessions and similar activities may be subject to separate cancellation terms displayed at the time of booking.

Where a booking is for a leisure activity taking place on a specific date or during a specified period, the statutory 14-day change-of-mind cancellation right will generally not apply.

Any voluntary cancellation or refund arrangements will be clearly communicated before booking.

Where The Iron Sprue cancels an event or cannot provide a booked service, customers will be entitled to an appropriate refund or other remedy in accordance with their statutory rights.

9. Faulty, Damaged or Incorrect Goods

Your statutory rights under the Consumer Rights Act 2015 remain unaffected by this policy.

Goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, customers may be entitled to a refund, repair or replacement depending on the circumstances.

For qualifying faulty goods, customers generally have a short-term right to reject them within 30 days of receipt.

Further rights may apply after this period.

Where a return is required because goods are faulty or incorrectly supplied, The Iron Sprue will cover reasonable return costs where legally required.

10. How to Cancel an Order

To request a cancellation, please contact The Iron Sprue through our website or speak to us in-store.

Website: www.theironsprue.com

Please provide your order number, name and a clear statement that you wish to cancel your order.

You do not need to provide a reason when exercising your statutory right to cancel.

You may use the following wording:

"I hereby give notice that I cancel my contract for the purchase of the following goods: [product details]. Order number: [number]. Ordered on: [date]. Received on: [date]. Name: [name]."

We will confirm receipt of your cancellation request and provide any necessary return instructions.