Cancelling an Order
If you need to cancel a Click & Collect order that has not yet been collected, you can request cancellation using your order details page or by contacting your selected collection store.
How to request cancellation
You can request cancellation in one of two ways:
- Click the View Order Details button at the bottom of your Click & Collect order confirmation email. From there, you can manage your order and request cancellation.
- Contact your selected collection store directly. The store will notify Home Hardware Direct so we can arrange the cancellation and process your refund.
Please only request cancellation through one method where possible, as duplicate requests may delay processing.
Before your order is ready to collect
If your order has not yet been marked as ready for collection, we will do our best to cancel it before the store prepares it.
Once your cancellation has been confirmed, your refund will be issued to the original payment method used at checkout.
After your order is ready to collect
If your order has already been marked as ready for collection but has not yet been collected, you can still request cancellation.
You can do this using the View Order Details button in your order confirmation email, or by contacting the collection store directly.
We may need to confirm with the store that the order has not been collected before the cancellation can be processed.
If your order has already been collected
If your order has already been collected, it can no longer be cancelled.
If you no longer want the item, or there is a problem with your order after collection, you can request a return instead.
After collecting your order, you’ll receive a Thanks for collecting your order email. At the bottom of this email, you’ll find options to:
- Arrange a return — use this button to submit a return request form to the store before visiting.
- Call the store — use this button to contact the collection store directly.
Submitting a return request before visiting the store helps the store understand the reason for your return and prepare the next steps.
If the item is faulty, damaged, incorrect or not as described, please let us know so we can help resolve the issue.
If you do not collect your order
Once your order is ready for collection, the store will hold it for 14 days.
If your order is not collected within this time and you have not contacted us or the store to arrange a later collection date, your order may be cancelled and refunded.
Refunds for cancelled Click & Collect orders
All Click & Collect refunds are processed by Home Hardware Direct, as your order was placed and paid for online.
Your collection store cannot issue the refund directly, but they can notify us of the cancellation.
Refunds are issued to the original payment method used at checkout. Once we have processed your refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider.
Need help?
If you are unsure how to cancel your Click & Collect order, please contact your selected collection store or our customer service team with your order number.
Last updated 06/07/26
