Order Cancellation and Changes Policy

Effective date: 28 July 2026

This policy distinguishes between an operational request to stop or edit an order before fulfilment and the separate cancellation rights that may apply to an online purchase.

Cancellation or change within 12 hours

If you want to cancel an order or change its delivery details, contact scales@ventayan.com within 12 hours after placing the order.

Include:

•      your order number;

•      the email address used at checkout; and

•      the cancellation or change requested.

We can process the request only if the order has not entered fulfilment. Requests are handled as quickly as reasonably possible, but sending a request within 12 hours does not guarantee that an order can be stopped or edited.

After fulfilment has started

Once an order has entered fulfilment or has been dispatched, we may be unable to cancel it, change its contents or redirect it.

If the parcel has already been dispatched, do not refuse or redirect it unless we specifically instruct you to do so. Receive the order and use the Return, Refund and Exchange Policy. An eligible return will be free using the prepaid label supplied on request.

Statutory cancellation rights

The 12-hour period is an operational window for stopping an unfulfilled order. It does not remove or shorten any statutory right to cancel a distance contract.

An eligible UK consumer will normally have the right to tell us that they are cancelling an online goods order up to 14 days after delivery, without giving a reason. Ventayan also offers the broader 30-day return promise described in the Return, Refund and Exchange Policy.

Refund after a successful pre-dispatch cancellation

If we successfully cancel an unfulfilled order, we will initiate the refund to the original payment method within 24 hours. The payment provider may take up to 10 business days to show the credit .

Changes to products or quantities

For payment-security and stock-control reasons, we may be unable to add products, substitute products or change the quantity on an existing order. If the order can still be cancelled, the simplest option may be to cancel it and place a new order.

Cancellation by Ventayan

We may cancel an order before delivery if, for example:

•      a product is unavailable;

•      the delivery address is outside our service area;

•      payment is not authorised;

•      the order triggers reasonable fraud or security concerns;

•      there is an obvious pricing or product-information error; or

•      we cannot lawfully supply the product.

If we cancel an order, we will notify you and provide a full refund for any amount collected for the cancelled product.

Optional model cancellation form

You may cancel by sending any clear statement to scales@ventayan.com. You do not have to use this form, but you may copy and complete it if helpful:

To: Nusmur, S.L., trading as Ventayan
Email: scales@ventayan.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:
Product(s):
Ordered on:

Received on:
Customer name:
Customer address:
Customer email:
Date:

If submitted on paper, add your signature. A signature is not required when the form is submitted electronically.