Your right to cancel
Under the Consumer Contracts Regulations you can cancel an online order within 14 days of the day it's delivered, without giving a reason. For unopened sealed product we give you longer: 30 days from delivery. The factory seal needs to be intact.
Live pulls
When you choose Pull it live, you're asking us to open the product on stream before it's sent to you. Once it has been opened at your request, the right to cancel for a change of mind no longer applies, because the contents are random and can't be returned as new.
How to cancel or return something
Email hello@pull-hub.com with your order number and what you'd like to send back, then post it to us within 14 days of telling us. We'll reply with the return address. You pay the return postage unless the item is faulty, arrived damaged or isn't what you ordered.
Refunds
We refund you within 14 days of getting the item back, or of you showing us proof you've sent it if that's sooner. The refund goes to your original payment method and includes the standard delivery charge if you return the whole order. Banks usually take a few working days to show it.
Faulty or damaged items
Your rights under the Consumer Rights Act 2015 aren't affected by any of this. If a sealed item or the cards from a live pull arrive damaged or faulty, email us with photos and we'll put it right with a replacement or a refund.
Last updated 13 October 2026.