Cancellation policy

This policy covers in-stock orders and items sold as backorder, available to order, made to order or pre-order.

Before your order is dispatched

You may cancel any time before dispatch for a full refund. This also applies while you are waiting for a backordered or made-to-order item. A longer lead time does not itself remove your cancellation rights.

The product page shows the item's availability and estimated lead time. See our Shipping Policy for delivery information.

How to cancel an order

  1. Contact us. Email sale@kneepillow.co.uk, call +447441395503 or use our contact form.
  2. Include your order details. Tell us your order number and which items you want to cancel. You do not need to give a reason to exercise your statutory cancellation right.
  3. We confirm the next steps. We check whether dispatch can be stopped and confirm the cancellation or return arrangements.

Our team responds Monday to Friday, 9am–5pm GMT. Your cancellation notice is dated when you send it, not when our team replies.

If your order has already been dispatched

If a parcel is already with the carrier, we may be unable to stop delivery. You can still notify us that you wish to cancel; we will explain how to return it. Our Return & Refund Policy explains the 14-day change-of-mind window after delivery, the further 14 days to send goods back, return postage and applicable exceptions.

When you receive your refund

For an order cancelled before dispatch, we issue a full refund to your original payment method within 10 calendar days of your cancellation notice. Your payment provider may take additional time to display the credit.

If goods have already been dispatched, we issue the refund within 10 calendar days after receiving the returned goods or evidence that you sent them back, whichever is earlier, as explained in our Return & Refund Policy.

Business details

AFA Ecommerce Limited, trading as KneePillow
Company number: 11688147 · VAT number: GB440399294

Registered office — no returns accepted here
15 Hanover Square
6th Floor, Lion Suite
London, England W1S 1HS

Nothing in this policy affects your statutory rights.

Last updated: 10 September 2026