Cancellation policy
19. Subscriptions
19.1 What a subscription is. A monthly subscription is one continuing contract for one parcel a month, as described on its page. Each renewal is a payment under that contract, not a new order. It is personal to you and cannot be transferred or shared, whoever receives the parcels.
19.2 Who may subscribe. You must be 18 or over, paying with a method you may use. One of each monthly subscription and one six-month plan per customer and address; linked accounts, addresses or payment methods count as one. A later duplicate is cancelled and refunded, less each parcel dispatched at its single-pack price (19.7).
19.3 Billing. You pay for your first parcel at checkout; it is dispatched like any order (section 7). Renewals are charged on the 20th of each month, UK time: that month if you join by the 10th, otherwise the following month. You authorise these payments until the subscription ends, in the currency and amount shown at checkout unless changed under 19.11.
19.4 Renewal parcels. A renewal parcel goes out in our dispatch run nearest the 1st of the following month. If we cannot dispatch within 30 days of that run (19.9), we refund it. For renewal parcels this replaces section 7's delivery period.
19.5 Cancelling a monthly subscription. Cancel in your account by 23:59 UK time on the 19th to stop that month's charge. An email from your account address also counts, once it reaches us. A charge taken before you cancel pays for a parcel that will be dispatched; it is not refunded. No pause, skip, upgrade or downgrade: cancel and subscribe again at the price then shown.
19.6 Your legal right to cancel. You may also cancel any subscription within 14 days after the day you, or someone you nominate, receive its first parcel, by telling us. It arises once per subscription; renewals do not restart it. Return everything received within 14 days of telling us, at your cost and risk. We refund every payment under it, including a renewal charge for an undispatched parcel, within 14 days of receiving the goods or your proof of posting, less any loss in value caused by your handling: for an opened pack, its single-pack price, capped at the total paid.
19.7 Six-month plan. Six Vault parcels for one payment at checkout, one in each monthly dispatch run. No renewal, no further charge, no discount codes. It is a bundle price for all six. After the 14 days in 19.6 the plan cannot be cancelled; all six parcels will be dispatched. If we agree to end it early, we refund what you paid less each dispatched parcel at its single-pack price, capped at what you paid. Single-pack price means what a parcel's packs cost bought one by one on the Website when you subscribed, never a crossed-out price (GBP 355.85 for a Vault parcel on 27 October 2026).
19.8 Discount codes. One code per customer, on the first monthly payment only, never on a six-month plan.
19.9 Substitutes. If a pack is unavailable, we may send one or more sealed packs of equal or higher combined shop price, or hold the parcel for up to 30 days. We email you before sending a substitute; reply within two days if you would rather wait or have the missing pack refunded. If we can do neither within 30 days, we refund that pack's share of the parcel price. A refund does not end the subscription.
19.10 Failed payments and disputes. If a renewal fails we retry for 14 days; its parcel goes out in the dispatch run after payment. Unpaid after 14 days, the subscription ends. If you dispute a charge with your payment provider, the subscription ends at once; an undispatched parcel for that charge is not sent, and section 11 applies to one that was.
19.11 Price changes; ending by us. We may change a monthly price by email at least 14 days before the first charge at the new price; cancel before it if you do not accept. A paid six-month plan never changes price. We may end a monthly subscription on 14 days' notice, a six-month plan on 14 days' notice if we can no longer supply its packs, and any subscription at once for fraud, abuse, a payment dispute, non-payment or breach of these terms, refunding paid, undispatched parcels (six-month plan: one sixth of its price per parcel).
19.12 Delivery and address. Parcels go tracked; Vault and six-month parcels signed-for, never left in a safe place. We label parcels to the address on your account; change it by the 19th for that month's parcel. Moving somewhere we do not deliver ends the subscription under 19.11. A parcel returned as wrongly addressed, refused or uncollected is held for 60 days and re-sent once you pay the postage; after that we may treat it as cancelled and refund it less our postage both ways.
19.13 Closing your account; death. Closing your account cancels monthly subscriptions from the next 20th. A six-month plan continues. On a subscriber's death it ends when we are told; paid, undispatched parcels are refunded to the estate.
19.14 Everything else. The rest of these terms apply. Section 3 (acceptance on dispatch) and the before-dispatch cancellation in section 5 apply to your first parcel only; renewals are governed by this section, which prevails where it differs. Your statutory rights are unaffected.