Order Cancellation Policy

Last updated: 30 October 2026

This policy applies to all orders placed with Castor Hub UK, a trading name of Express Matting Services Ltd, through castorhub.co.uk.

This policy does not affect your statutory rights under UK consumer law.

Summary

Cancelling before your order is dispatched

Orders placed before 2pm on a working day are usually processed the same day, so contact us as soon as possible. Email sales@castorhub.co.uk or call 01282 270214 with your order number. If the order has not been dispatched, we will cancel it and refund you in full, including the delivery charge, within 5 days of the cancellation.

Cancelling after your order is dispatched

If your order has already been dispatched, we cannot stop it. You can still cancel within 14 days of receiving it and send the items back. For change-of-mind cancellations you pay the return postage, and there is no restocking fee. Full details are in our Return and Refund Policy.

Items made to your specification

Items made, cut or adapted to your own specification cannot be cancelled for change of mind once work on them has started, unless they are faulty.

Changing an order

If you have ordered the wrong size or quantity, or need to change the delivery address, contact us before dispatch and we will amend the order if we can. If the change alters the price, we will refund the difference or ask you to pay it before dispatch.

When we may cancel an order

We may cancel an order if an item is out of stock, if the price or description was clearly wrong, if the delivery address is outside the area we deliver to, or if payment cannot be verified. If we cancel, we will tell you and refund you in full to your original payment method.

Refunds

Refunds go to your original payment method. Your bank or card provider may take a further 3 to 5 working days to show the money.

Contact us