We understand that plans can change. This policy explains when an order cancellation may be possible and what happens after a cancellation is approved.
Requesting a cancellation
Email service@willowrally.com as soon as possible with your order number, the email used at checkout, and the request to cancel. We will check whether processing or dispatch has begun.
Before fulfilment
If the order has not entered fulfilment, we will generally try to cancel it and request a refund to the original payment method. A cancellation is confirmed only when our support team replies.
After processing or dispatch
Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible. You may need to follow the return process after delivery under our Return & Refund Policy.
Partial cancellation
If only part of an order can be cancelled before fulfilment, we will explain the available option and any effect on shipping charges or promotional conditions.
Refund timing
After a cancellation is approved, the payment provider may require 5-10 business days for the refund to appear. Timing depends on the original payment method and the customer's bank.
Changes to an order
Address, quantity, or item changes are not guaranteed after payment. Contact us immediately and we will explain what can still be adjusted.
Support
For cancellation help, email service@willowrally.com with your order number.