You can cancel your layby at any time before your goods are delivered. You do not need to give a reason. This page explains what you get back and when.
It is a summary of our Layby Terms & Conditions. If the two ever differ, the terms apply.
If you have only applied
An application is not a layby agreement, and nothing is charged when you apply. If you change your mind before you confirm your layby agreement, just tell us. There is nothing to refund and nothing to pay.
The cooling-off period
You have 10 business days from the day your layby agreement is confirmed. This is your cooling-off period.
Cancel in that time and you get back everything you have paid. There is no charge.
After the cooling-off period
You can still cancel at any time before delivery. We keep a cancellation charge and refund the rest.
The charge is worked out like this:
- it is the greater of $55 or 20% of what you have paid
- it is capped at $250, however much you have paid
- it is never more than you have paid.
For example, if you had paid $200 and the minimum charge of $55 applied, you would get back $200 less $55.
Under the Fair Trading Act 1986, a layby cancellation charge can only reflect a seller's reasonable costs. We have set ours with that in mind. If you think your charge is too high, tell us and we will look at it again.
You see the numbers first
Before you confirm a cancellation, we show you:
- how much you have paid
- the charge, if there is one
- your exact refund, and where it will be paid.
Nothing changes until you confirm.
How to cancel
- Go to Manage my layby at /account and choose the plan you want to cancel, or
- contact us and we will do it for you.
Your payments stop as soon as the cancellation is confirmed.
When your refund arrives
We pay refunds back to the payment method you used. Direct debit payments go back to the bank account they came from.
We pay your refund within 5 business days of the cancellation being confirmed. Your bank may take a little longer to show it.
If you have any unpaid failed-payment fees of $2.50, they are taken off your refund. You will see this in the figures before you confirm.
If we cancel your layby
We can cancel a layby only for a few reasons. They are set out in our terms.
- We cannot supply the goods, or we stop trading. You get back everything you have paid. There is no charge.
- The agreement has been broken. The usual example is no payments at all for 8 weeks in a row. We always try to contact you first. If we do cancel, the cancellation charge above applies and we refund the rest.
We tell you in writing if we cancel, and why.
If your product is no longer available
If a product is discontinued, we offer you a substitute that is equal or better, at no extra cost. You can say no. If you do, you get a full refund for that item with no charge.
Small inactive balances
Sometimes a small amount is left on a cancelled or inactive plan. If the balance is under $40 and there have been no payments for six months, we will try to contact you to return it. If we still cannot reach you after two years, we may keep the balance where the law allows.
After delivery
Once your goods have been delivered, this page no longer applies. See Returns & Faulty Goods instead. Your rights under the Consumer Guarantees Act 1993 always apply.
Questions
Contact us and we will talk you through your options. If money is tight, you can also lower your instalment or skip a payment instead of cancelling. Both are free.
Last updated: 24 October 2026