Order Cancellation Policy

Last updated: 28 August 2026

This Policy explains how to request the cancellation or amendment of an Order placed with CreativeOBD Ltd. It also clarifies how we treat pre-orders and products that include a software licence, manufacturer subscription or renewal period.

It should be read with our Returns, Refunds and Cancellation Policy and Terms and Conditions. Those documents contain the full return, refund and statutory-rights provisions. Nothing in this Policy limits rights that cannot lawfully be excluded.

1. About us

CreativeOBD Ltd (CreativeOBD, we, us or our) is registered in England and Wales under company number 13988582.

Email: support@creativeobd.co.uk
Address: Unit 5, Meridian House, 37 Road One, Winsford Industrial Estate, Winsford, Cheshire, CW7 3QG, United Kingdom

2. Cancelling before dispatch

Contact us as soon as possible if you want to cancel an Order. Include your name, Order number and the Goods you wish to cancel.

If we receive the request before the Order has been dispatched, we will try to stop production and shipment. Dispatch can happen quickly, so we cannot guarantee that a request will be processed before the parcel leaves us.

For a Consumer purchasing standard Goods online, the legal cancellation period normally begins when the contract is made and ends 14 days after the day the Goods are received. You may therefore notify us before dispatch, subject to the lawful exceptions described below.

If the parcel has already been dispatched, follow section 4 and our Returns, Refunds and Cancellation Policy.

3. Consumer cancellation rights

A Consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

Consumers may cancel most online purchases of standard Goods without giving a reason. The cancellation period ends 14 days after the day on which the Consumer, or a person nominated by them other than the carrier, receives the Goods. Different timing may apply where an Order is delivered in several consignments.

To cancel, send us a clear statement before the cancellation period expires. Email is sufficient; you do not have to use any particular form. Our Returns, Refunds and Cancellation Policy includes a model cancellation form if you prefer to use one.

4. Orders that have been dispatched or delivered

Cancelling an Order does not automatically recall a parcel that is already with the carrier. If delivery cannot be stopped, you may need to receive the parcel and return it using the instructions in our Returns, Refunds and Cancellation Policy.

After notifying us of a statutory cancellation, you must normally return the Goods without undue delay and no later than 14 days after the day you notified us. You are normally responsible for the direct return cost for a change-of-mind cancellation. Different rules apply where Goods are faulty, damaged, incorrect or misdescribed.

Do not connect, energise, install, re-pin, cut, solder, label, modify or otherwise use Goods that you intend to return for a change of mind. Handling beyond what is reasonably necessary to inspect the Goods may result in a lawful deduction for diminished value.

5. Bespoke and personalised Goods

The statutory change-of-mind cancellation right may not apply to Goods genuinely made to your individual specification or clearly personalised, including a bespoke cable, adapter or assembly manufactured to a specification supplied or approved by you.

A standard CreativeOBD catalogue product is not treated as bespoke merely because it is assembled or manufactured after the Order is placed, or because you selected standard options offered on the product page.

If you ask to cancel a bespoke Order, contact us immediately. We may agree to stop work where reasonably possible, but this is not guaranteed. For Business Customer Orders, any agreed cancellation may be subject to reasonable work, component, procurement and other direct costs that we have already incurred and cannot reasonably avoid.

These restrictions do not affect rights where Goods are faulty, unsafe, misdescribed or do not meet the agreed specification.

6. Software licences and subscription-renewal products

Some diagnostic or programming tools sold by CreativeOBD include a manufacturer-provided period of software updates, online services, support or licence access. We may also sell renewal products for those services.

Unless the product page and checkout expressly identify a purchase as recurring and you actively agree to recurring billing, a purchase from CreativeOBD is a one-off transaction. It does not authorise CreativeOBD to take automatic renewal payments or send repeat deliveries. A product described as an “annual subscription” may describe the period supplied by the manufacturer rather than a recurring Shopify subscription charged by CreativeOBD.

The product page or quotation will state the included period and, where known, whether a future renewal is needed for continued updates, online services, support or operation. Future renewal pricing and availability may be controlled by the relevant manufacturer.

Software, licence codes and account activations may be supplied electronically or activated against a named tool or account. Where a Consumer asks us to begin supplying digital content during the cancellation period, we will obtain any express request and acknowledgement required by law. Once supply has begun after valid consent and acknowledgement, the change-of-mind right may be lost. This does not affect rights where the licence, activation or digital content is faulty, misdescribed or not supplied as agreed.

Manufacturer licence and account terms may also apply. They do not remove any statutory responsibility that CreativeOBD has as the retailer.

7. Pre-orders and back-orders

CreativeOBD does not currently operate a general “pre-order” or deferred-payment programme. Products described as available to order or manufactured after ordering are not necessarily pre-orders.

If a particular item is expressly offered as a pre-order, the product page or written quotation should state the payment required, the expected availability or dispatch period, and when any balance will become payable.

A Consumer may normally cancel an unfulfilled pre-order for standard Goods, subject to the lawful exceptions for bespoke Goods, activated digital content and other excluded categories. Any payment due back following a valid cancellation will be refunded in accordance with section 12.

A Business Customer may cancel a pre-order, back-order or specially procured item only with our written agreement after the Order has been accepted. We may require payment of reasonable direct costs that we have incurred and cannot reasonably avoid.

8. Try before you buy

CreativeOBD does not currently offer a general “try before you buy” programme that automatically charges a stored payment method after a trial period.

If we introduce such an offer for a particular product, the trial duration, authorisation amount, return deadline, condition requirements, delivery and return costs, and date or event that triggers payment will be clearly provided before you place the Order. Product-specific trial terms will apply in addition to this Policy, without limiting mandatory consumer rights.

9. Changing an Order

Contact us promptly if you need to change a product, variant, quantity, specification or delivery address. We cannot guarantee changes after an Order has been accepted, entered production or been dispatched.

For a material change, we may need to cancel the affected item and create a new Order or quotation. Any revised price, VAT, delivery charge, production time and specification must be agreed before the change is accepted.

10. Cancellation by CreativeOBD

Before accepting an Order, we may decline it because of unavailability, payment failure, an obvious pricing or description error, suspected fraud, delivery restrictions, legal restrictions or an inability to confirm important specification details.

After acceptance, we may cancel only where our Terms and Conditions or applicable law permit, including where supply becomes impossible or unlawful. If we cancel Goods that we cannot supply, we will notify you and refund the amount paid for those Goods without undue delay.

11. Business Customer Orders

A Business Customer is a person purchasing wholly or mainly for a trade, business, craft or profession. Business Customers do not have the statutory Consumer cooling-off right.

Cancellation of an accepted non-faulty Business Customer Order requires our written agreement. We may refuse cancellation of bespoke, bulk, reseller, special-order, specially procured or activated licence products. Where cancellation is agreed, the Business Customer remains responsible for reasonable work, procurement, administration and other direct costs already incurred that we cannot reasonably avoid.

Any separate reseller, distributor, trade-account or individually negotiated terms take priority where they apply.

12. Refunds following cancellation

For a valid Consumer cancellation, refunds are handled in accordance with our Returns, Refunds and Cancellation Policy and applicable law. This normally includes the price paid for the cancelled Goods and, where applicable, the cost of our least expensive standard outbound delivery option.

Where Goods have not been supplied, we will make a statutory cancellation refund without undue delay and no later than 14 days after being informed of the cancellation. Where Goods have been supplied, we may withhold the refund until we receive them back or you provide evidence that they were sent back, whichever occurs first.

Refunds are normally made to the original payment method. Bank and payment-provider processing times are outside our control.

13. How to contact us

Send cancellation or amendment requests to:

Email: support@creativeobd.co.uk
Contact page: www.creativeobd.co.uk/pages/contact

Please include your name, Order number and a clear description of what you want to cancel or change.