Last updated: 11 November 2026

Your 14-day right to cancel

You can cancel your order and return the goods for a refund. You do not need to give a reason.

  • You have 14 days to cancel.
  • The 14 days start on the day you (or someone you name) receive the goods.
  • If your order arrives in several deliveries, the 14 days start when you receive the last item.

To cancel, tell us clearly. You can use the form at the end of this page or e-mail info@pnhvtrading.co.uk with your name, order number and the items concerned. Send your cancellation before the 14 days end.

Goods we cannot take back

The law does not give a right to cancel for some goods. These include sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery. This can apply to:

  • Cosmetics, skincare, haircare and personal care products once opened or used.
  • Food supplements once the seal is broken.
  • Soothers, teats, teethers, breast pump parts and similar baby feeding items once unsealed.
  • Other items with a hygiene seal that you have broken.

Please check products when they arrive and open them only when you are sure you want to keep them. Unopened items in their original sealed packaging can be returned within the 14 days.

How to return goods

  1. Tell us you want to cancel, as above.
  2. Send the goods back within 14 days of telling us. Return them to: 1 Bollinder Place, Suite #97, London, EC1V 2AD, United Kingdom.
  3. Pack them carefully, in their original packaging if possible, with your order number inside.

You are responsible for the goods until we receive them. We suggest you use a tracked service and keep proof of posting.

Who pays for return postage

If you cancel, you pay the cost of returning the goods, unless they are faulty, damaged or not what you ordered. In those cases we pay the return costs.

Condition of returned goods

Please take reasonable care of the goods. If they come back used, damaged or with missing parts because you did not take reasonable care, we may reduce your refund to reflect the loss in value. You may open and inspect goods as you would in a shop, but unsealing hygiene-sealed items may remove your right to return them.

Refunds

  • We will refund you within 14 days of the day we receive the goods back, or of the day you give us proof that you have sent them back, whichever is earlier.
  • If we have not yet delivered the goods, we will refund you within 14 days of the day you cancel.
  • We refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option than our cheapest standard one, we do not refund the extra cost.
  • Because you pay by cash on delivery, we will refund you by bank transfer. We will ask you for your bank details. Please do not send bank details by e-mail unless we ask you to. There is no fee for a refund.

Faulty, damaged or wrong goods

Your legal rights under the Consumer Rights Act 2015 apply separately and for longer than the 14 days.

  • Within 30 days of delivery, if goods are faulty, you can reject them and get a full refund.
  • After 30 days, you can ask us to repair or replace faulty goods. If that is not possible or takes too long, you can ask for a price reduction or a refund.
  • Goods must be as described, fit for purpose and of satisfactory quality.

If something arrives faulty, damaged or wrong, contact us at info@pnhvtrading.co.uk as soon as you can. Include your order number and photos of the item and packaging. We will pay the return postage and refund you, or send a replacement if you prefer.

Damaged in transit

Please check your parcel on arrival. If it is visibly damaged, tell us within 7 days of delivery so we can deal with the courier. This does not reduce your legal rights.

Cancelling before dispatch

If you want to cancel before your order is dispatched, e-mail info@pnhvtrading.co.uk as soon as possible. We will cancel it and you will not pay.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can also simply e-mail us.

To: PNHV Trading Chain Ltd, 1 Bollinder Place, Suite #97, London, EC1V 2AD, United Kingdom, info@pnhvtrading.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):

Goods ordered: ______________________________

Ordered on (*) / received on (*): ______________________________

Order number: ______________________________

Name of consumer(s): ______________________________

Address of consumer(s): ______________________________

Signature of consumer(s) (only if this form is notified on paper): ______________________________

Date: ______________________________

(*) Delete as appropriate.