Purchase Cancellation Policy

Crossfly Ltd
Company Number: 12407993

Effective Date: 26 August 2026

1. Purpose

This Purchase Cancellation Policy explains the circumstances in which customers may cancel an order or purchase made from Crossfly Ltd ("Crossfly", "we", "us" or "our"), and the process for requesting a cancellation or refund.

This policy is intended to operate alongside our Terms and Conditions and does not affect any statutory rights that customers may have under applicable UK law.

2. Cancelling an Order Before Dispatch

Customers may request cancellation of an order before it has been dispatched by contacting Crossfly as soon as possible.

Where we are able to cancel the order before dispatch, we will provide a full refund of amounts paid for the cancelled goods, including standard delivery charges where applicable.

If an order has already been processed for dispatch, we may be unable to cancel it before delivery. In this situation, the customer may need to follow our returns procedure or exercise any applicable statutory cancellation rights.

3. Cancellation of Online Purchases

Where a customer is purchasing as a consumer through our online store, they may have a statutory right to cancel the purchase within 14 days of receiving the goods, subject to applicable legal exceptions.

Additionally, Crossfly offers a Money Back Guarantee scheme whereby the FIRST pair of underwear purchased may be refunded for online credit, cash or exchanged. Each order will be dealt individually.

To exercise a cancellation right, the customer should notify Crossfly clearly that they wish to cancel their purchase. Notification may be made using the contact details provided with the order or on our website.

Following cancellation, goods should be returned to Crossfly without undue delay and normally within 14 days of notifying us of the cancellation.

Where a statutory cancellation right applies, Crossfly will process any refund in accordance with applicable law.

4. Returns Following Cancellation

Returned goods should be:

• unused;

• in their original condition;

• securely packaged; and

• accompanied by the relevant order or proof of purchase.

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functionality. Where goods have been handled beyond what would reasonably be permitted in a shop and their value has been reduced as a result, Crossfly may be entitled to make a corresponding deduction from the refund where permitted by law.

5. Goods That Cannot Be Cancelled

Certain goods may be excluded from statutory cancellation rights where permitted by law. This may include, for example:

• used items (underwear and socks);

• goods made to the customer's specifications;

Where an exception applies, this will be communicated to the customer where required.

6. Faulty, Damaged or Incorrect Goods

This cancellation policy does not limit a customer's statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of applicable consumer law.

Customers should contact Crossfly as soon as reasonably possible if they receive faulty, damaged or incorrect goods so that we can investigate the issue and arrange an appropriate remedy.

7. Refunds

Where a refund is due, Crossfly will normally refund the customer using the original payment method unless otherwise agreed or permitted by law.

Where statutory cancellation rights apply, refunds will be made within the applicable legal timeframe.

For distance purchases, where applicable, the refund will include the cost of standard delivery. Where a customer selected a more expensive delivery service, Crossfly is generally only required to refund the equivalent standard delivery cost.

8. Business Customers

Where goods are purchased by a business acting in the course of its business, statutory consumer cancellation rights may not apply.

Business customers should refer to the agreed order terms, quotation, contract or applicable Crossfly Terms and Conditions.

Where a business customer requests cancellation after an order has been accepted, Crossfly may agree to the cancellation at its discretion and may charge reasonable costs or losses directly arising from the cancellation where permitted by the applicable contract.

9. Cancellation Charges

Any cancellation charge imposed by Crossfly will be reasonable and proportionate to the costs or losses actually incurred as a result of the cancellation and will be subject to the customer's statutory rights.

Crossfly will take reasonable steps to minimise any losses arising from a cancelled order, including attempting to resell goods where reasonably possible.

We will not use this policy to exclude or restrict any statutory right that cannot legally be excluded or restricted.

10. How to Request a Cancellation

To request cancellation, customers should provide to the correct customer service team via email at hello@crossfly.com.

• their name;

• order number;

• date of purchase;

• the goods being cancelled; and

• confirmation that they wish to cancel the purchase.

Customers should retain evidence of their cancellation request and, where applicable, proof of return.

11. Contact

Cancellation requests and queries should be sent to Crossfly Ltd using the customer service contact details provided at the time of purchase or published on the Crossfly website.

12. Statutory Rights

Nothing in this policy affects a customer's statutory rights under applicable UK legislation.

Where there is a conflict between this policy and a mandatory legal right, the applicable legal right will prevail.

Crossfly reserves the right to amend this policy from time to time. The version applicable to an order will normally be the version in force at the time the order was placed, unless otherwise required by law.