Cancellation Policy
Last Updated: January 2026
This Cancellation Policy explains how customers can cancel orders placed through Chantell, operated by METAL BOX ENTERTAINMENT LTD.
This policy is intended for customers purchasing through our UK-based online store and is subject to applicable UK consumer law.
Website: https://chantell.shop/
1. Business Information
Trading Name: Chantell
Legal Company Name: METAL BOX ENTERTAINMENT LTD
Company Number: 07967837
Address:
Kemp House
152–160 City Road
London
England
EC1V 2NX
United Kingdom
Email: sales@chantell.shop
Telephone: +44 7855 052937
In this policy, “Chantell,” “we,” “us,” and “our” refer to METAL BOX ENTERTAINMENT LTD.
2. Cancelling an Order Before Dispatch
If you change your mind after placing an order, please contact us as soon as possible.
Email: sales@chantell.shop
If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.
Please include:
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Order number.
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Full name.
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Email address used for the order.
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Reason for cancellation, if applicable.
If we successfully cancel the order before dispatch, we will refund the payment using the original payment method, subject to any applicable legal requirements.
3. If Your Order Has Already Been Dispatched
If your order has already been dispatched, it may not be possible to cancel the order before delivery.
However, if you are a UK consumer purchasing eligible goods online, you may generally have a statutory 14-day cancellation right under the Consumer Contracts Regulations 2013.
In this situation, you can notify us that you wish to cancel and follow the applicable return procedure.
Please contact:
4. 14-Day Consumer Cancellation Right
For most eligible goods purchased online, UK consumers generally have the right to cancel the contract without giving a specific reason.
The cancellation period generally expires 14 calendar days after the day on which you, or a person you nominate other than the carrier, receive the goods.
Where an order consists of multiple goods delivered separately, different rules may apply to when the cancellation period ends.
5. How to Exercise Your Cancellation Right
To cancel your order, you must clearly communicate your decision to us.
You can contact us by:
Email: sales@chantell.shop
Please include:
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Your name.
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Order number.
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Address.
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Email address.
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Clear statement that you wish to cancel.
For example:
“I hereby notify you that I wish to cancel my order [order number].”
You do not have to use specific wording as long as your intention to cancel is clear.
6. Returning Goods After Cancellation
If you cancel under your statutory cancellation right after receiving the goods, you generally need to send the goods back to us without undue delay and no later than 14 days after communicating your cancellation, unless a different legal requirement applies.
Please contact us before returning goods so that we can provide the appropriate return instructions.
Do not send a return to our registered address unless we specifically instruct you to do so.
7. Return Condition
When exercising the statutory cancellation right, you may generally handle the goods only to the extent necessary to establish their:
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Nature.
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Characteristics.
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Functioning.
If goods have been handled beyond what is reasonably necessary and their value has been reduced, we may be entitled to make a deduction from the refund where permitted by law.
8. Refunds Following Cancellation
When you validly cancel a contract, we will refund payments received from you in accordance with applicable law.
The refund will generally include:
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The price paid for the goods.
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The standard delivery charge paid at the time of purchase, where required by law.
We are generally not required to refund additional costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery option we offered.
9. When Will We Issue the Refund?
Where you cancel after receiving goods, we may generally withhold the refund until:
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We receive the returned goods; or
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You provide evidence that the goods have been sent back,
whichever occurs first, subject to applicable law.
Once the refund is authorised, it will generally be made using the original payment method.
Your payment provider or bank may require additional processing time before the funds appear in your account.
10. Cost of Returning Goods
Where you exercise a statutory change-of-mind cancellation right, you are generally responsible for the direct cost of returning the goods unless:
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We have agreed to pay the return cost; or
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We failed to inform you that you would be responsible for the return cost.
If the goods are faulty, damaged, incorrect, or otherwise do not conform to the contract, different rules may apply and you may not be responsible for the relevant return costs.
11. Exceptions to the Cancellation Right
Certain goods may be excluded from the statutory cancellation right under UK law.
Examples may include:
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Goods made to your specifications or clearly personalised.
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Goods that are liable to deteriorate or expire rapidly.
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Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
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Sealed audio or video recordings or computer software once unsealed.
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Goods that become inseparably mixed with other items after delivery.
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Certain digital content where performance has begun with the required consent and acknowledgement.
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Other goods covered by statutory exceptions.
Where an exception applies, we will provide the relevant information as required by law.
12. Faulty, Damaged or Incorrect Products
The statutory cancellation right is separate from your rights concerning faulty or incorrect products.
If your product is:
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Faulty.
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Damaged.
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Incorrect.
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Not as described.
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Not of satisfactory quality.
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Not fit for purpose.
Please contact us as soon as possible.
Depending on the circumstances, you may have rights to a:
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Repair.
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Replacement.
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Refund.
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Price reduction.
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Other legal remedy.
Please do not return a faulty or incorrect item without contacting us first.
13. Cancellation Due to Product Unavailability
If we discover that a product is unavailable after you have placed an order, we may need to cancel the order.
If we cancel an order because we cannot supply the product, we will notify you where appropriate and refund any payment already taken for the affected order.
14. Cancellation Due to Pricing or Website Errors
Occasionally, an obvious error may appear on our website, such as an incorrect price or product description.
If we identify an obvious error before fulfilling your order, we may contact you and, where appropriate, cancel the order and provide a refund.
This does not affect your statutory consumer rights.
15. Promotional and Discounted Orders
Purchasing a product using a promotional code or discount does not generally remove your statutory cancellation rights.
Where a valid cancellation is made, the refund will be calculated in accordance with applicable law and the terms of the relevant promotion.
16. Refused or Uncollected Deliveries
If you no longer want an order, please contact us and formally request cancellation rather than simply refusing delivery or failing to collect the parcel.
Refusing or failing to collect a parcel does not necessarily constitute clear notice of cancellation.
Where appropriate, additional return or delivery costs may arise depending on the circumstances and applicable law.
17. Exchanges
If you would prefer to exchange an item rather than cancel your order, contact us at:
An exchange may be possible depending on product availability.
However, you are not required to accept an exchange instead of exercising a statutory cancellation or other consumer right where that right applies.
18. How to Contact Us
For cancellation requests, please contact us as soon as possible.
Chantell
Operated by METAL BOX ENTERTAINMENT LTD
Company Number: 07967837
Address:
Kemp House
152–160 City Road
London
England
EC1V 2NX
United Kingdom
Email: sales@chantell.shop
Telephone: +44 7855 052937
Website: https://chantell.shop/
19. Your Statutory Rights
Nothing in this Cancellation Policy is intended to limit, exclude, or replace any rights you have under UK consumer law.
Depending on the circumstances, your rights may arise under legislation including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
If there is a conflict between this policy and a mandatory statutory consumer right, the applicable statutory right will prevail.
Last Updated: January 2026