Cancellation policy
This policy applies specifically to subscription orders and pre-orders placed through costack.uk. For standard one-off orders, please refer to our Refund and Returns policy.
1. Overview
Costack Spices offers flexible purchase options to help you keep your favourite seasonings stocked up, including subscription plans and pre-orders. This policy sets out your rights and our procedures for cancelling, amending, or pausing these purchase options.
2. Subscription orders
When you subscribe to a Costack product, you agree to recurring charges at the frequency selected at checkout, for example monthly or every 6 weeks. Subscriptions continue until cancelled.
2.1 How to cancel a subscription
- Log in to your account at costack.uk
- Go to Account > Subscriptions
- Select the subscription you wish to cancel
- Click Cancel Subscription and confirm
Alternatively, email us at info@costack.uk with your order number and "Cancel Subscription" in the subject line.
2.2 Cancellation deadlines
- Before the next renewal date: cancel at least 24 hours before renewal and there is no charge for the next cycle.
- After a renewal charge is taken: cancel within 24 hours of the charge for a full refund, provided the order has not yet been dispatched.
- After the order has been dispatched: it cannot be stopped in transit. Your 14-day cancellation right then applies from the day it arrives, as set out in our Refund and Returns policy.
2.3 Pausing a subscription
You can pause your subscription for up to 3 months through your account portal without losing your subscription pricing or discount. To pause, follow the same steps as cancellation but select Pause Subscription and choose your resume date.
2.4 Modifying a subscription
You may update your subscription frequency, delivery address, or payment method at any time through your account portal. Changes take effect from the next renewal cycle. Amendments requested within 24 hours of a scheduled renewal may not take effect until the following cycle.
2.5 Subscription pricing and discounts
Subscription pricing is locked at the rate agreed at sign-up for the duration of your subscription. If we update subscription pricing, you will receive at least 14 days' notice by email before any price change takes effect, with the option to cancel at no charge.
3. Pre-orders
Pre-orders allow you to secure a product before it is available for general dispatch. Your payment is taken at the time of placing the pre-order.
3.1 Cancelling a pre-order
- Before the estimated dispatch date: cancel at any time for a full refund within 5 to 10 business days.
- After dispatch: it cannot be stopped in transit. Your 14-day cancellation right then applies from the day it arrives, as set out in our Refund and Returns policy.
3.2 Pre-order delays
Estimated dispatch dates for pre-orders are indicative. If a significant delay occurs, meaning more than 14 days beyond the estimated date, we will notify you by email and offer you the option to cancel for a full refund or keep your order at the original price.
4. Failed subscription payments
If a subscription renewal payment fails, we will retry the charge up to 3 times over 5 business days. You will be notified by email after each failed attempt. If payment is not resolved within this period, your subscription will be paused automatically. You can reactivate it at any time by updating your payment details in your account portal.
5. Refunds on cancelled purchase options
- Subscription, unused cycle: refunded to the original payment method within 5 to 10 business days.
- Pre-order, before dispatch: refunded to the original payment method within 5 to 10 business days.
- Returned goods: refunded to the original payment method within 5 to 10 business days of receipt.
Refunds are processed to the original payment method only. We are unable to issue refunds to a different card or account.
6. Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Under those Regulations you have the right to cancel most online purchases within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us at info@costack.uk. Sealed food products that have been opened may be exempt on health and hygiene grounds. See our Refund and Returns policy for details.
7. Contact us
Email: info@costack.uk
Subject line: use "Cancel Subscription", "Cancel Pre-Order", or "Subscription Query"
Website: www.costack.uk