Cancellation policy
Purchase Options Cancellation Policy
Effective Date: 24 August 2026
This Purchase Options Cancellation Policy explains how cancellations work for Pre-Orders and Back Orders placed through mattestlea.com.
It should be read alongside our Terms of Service, Shipping Policy and Returns and Refund Policy.
Nothing in this policy affects your statutory consumer rights.
1. What Is a Pre-Order?
A Pre-Order allows you to purchase a product before it has been officially released or before it is ready for normal dispatch.
Where possible, the relevant product page will show an estimated release or dispatch date.
Estimated dates are provided in good faith but may change due to manufacturing, supply, delivery or other circumstances outside our reasonable control.
2. What Is a Back Order?
A Back Order allows you to purchase an existing product that is temporarily out of stock.
The product will be dispatched once additional stock becomes available.
Where possible, we will provide an estimated dispatch date or timeframe on the relevant product page.
3. Payment for Pre-Orders and Back Orders
Payment is taken in full at checkout when a Pre-Order or Back Order is placed.
The amount charged will be shown before you complete your purchase.
4. Cancelling Before Dispatch
Unless Section 8 relating to personalised products applies, you may cancel a Pre-Order or Back Order at any time before it has been dispatched.
If you cancel before dispatch, we will refund the amount paid for the cancelled item to your original payment method.
No cancellation fee will be charged.
To request a cancellation, please contact:
Please include your order number so that we can locate the order quickly.
5. Estimated Dispatch Dates
Any release date, production date or dispatch estimate shown for a Pre-Order or Back Order is an estimate rather than a guaranteed delivery date, unless we expressly state otherwise.
Delays may occur because of circumstances such as:
-
manufacturing times;
-
material availability;
-
supplier delays;
-
quality-control requirements;
-
production capacity;
-
transport disruption; or
-
other circumstances outside our reasonable control.
Where there is a significant change to the estimated dispatch date, we will aim to contact affected customers.
You can then choose to continue waiting for the product or cancel the affected Pre-Order or Back Order for a refund.
6. Orders Containing In-Stock and Pre-Order or Back-Order Products
If an order contains both:
-
products that are currently in stock; and
-
products purchased on Pre-Order or Back Order,
we will normally hold the complete order until all products are ready to dispatch.
This means the in-stock products will not normally be shipped separately.
The estimated dispatch time for the whole order will therefore generally be determined by the product with the latest availability date.
If you need an available product sooner, please contact us at rob@mattestlea.com and we will let you know whether a separate shipment can be arranged.
Additional shipping charges may apply if you request separate delivery.
7. Cancellation After Dispatch
Once an order has been dispatched, it can no longer be cancelled under this Pre-Order and Back-Order cancellation process.
Instead, your purchase will be covered by our normal Returns and Refund Policy, including any applicable statutory cancellation and return rights.
All physical orders are sent using a tracked delivery service.
8. Engraved, Personalised and Custom Products
Pre-Order and Back-Order products may sometimes be engraved, personalised or otherwise manufactured specifically for an individual customer.
We will aim to notify you before production or personalisation begins.
If you want to cancel a personalised order, we strongly recommend contacting us before production begins.
Once we have started creating or personalising a product specifically for you, we may no longer be able to accept a change-of-mind cancellation.
This does not affect your statutory rights if the personalised product is:
-
damaged;
-
defective;
-
not as described;
-
incorrect; or
-
otherwise does not meet the standards required by consumer law.
9. If We Cannot Fulfil Your Order
Occasionally, we may discover that we cannot fulfil a Pre-Order or Back Order.
This could happen because of circumstances such as:
-
a product being discontinued;
-
manufacturing becoming unavailable;
-
materials becoming unavailable;
-
a supplier being unable to fulfil an order;
-
legal or shipping restrictions; or
-
another unexpected issue preventing supply.
If we cancel your order because we cannot fulfil it, we will contact you and issue a full refund for the affected product.
10. Refund Timing
Approved cancellation refunds will be returned to your original payment method.
We aim to issue refunds within 5 working days, and will process them sooner wherever possible.
Your bank, card provider or payment provider may take additional time to show the refund in your account after we have processed it.
11. Changes to a Pre-Order or Back Order
If you need to change an order before dispatch, please contact us at:
Whether a change is possible will depend on:
-
the product;
-
whether production has started;
-
stock availability;
-
whether personalisation has begun; and
-
the current status of the order.
We will do our best to accommodate reasonable changes where possible.
12. Your Statutory Rights
This policy provides additional information about how we administer Pre-Orders and Back Orders.
Nothing in this policy excludes, limits or replaces any rights you have under applicable consumer law.
Goods must still meet the standards required by applicable consumer law, including being as described and of satisfactory quality.
13. Contact Us
If you would like to cancel or discuss a Pre-Order or Back Order, please contact:
Estlea Creative Limited trading as Matt Estlea
Unit 9, Studland Industrial Estate
Ball Hill
Newbury
Berkshire
RG20 0PW
United Kingdom
Email: rob@mattestlea.com
Please include your order number wherever possible.
14. Changes to This Policy
This Purchase Options Cancellation Policy is effective from 24 August 2026.
We may update the policy from time to time to reflect changes to our products, manufacturing processes, fulfilment practices or applicable regulations.
Any updated version will apply from the date it is published on mattestlea.com.