Misleading cancellation and subscription information
I thought some of the products on your website might make a good christmas present for my son and daughter. I bought my daughter an ice cream making kit, and I wanted to get my son the claw hand crate. I never had any intention to purchase a monthly subscription - this would have been unaffordable for me. There was however a notice saying it was possible to cancel anytime. I am a fairly cautious consumer, and clicked on the explanation icon next to 'cancel anytime'. The information provided was: Subscriptions that auto-renew every month or that auto-renew after a free trial period can be canceled anytime after the first crate ships. Subscriptions that auto-renew every 3, 6, or 12 months and annual pay-as-you-go plans cannot be canceled mid-term but subsequent auto-renewals can be turned off at any time. Non-renewing subscriptions not eligible for a refund. I understood the first sentence to mean that since I was paying every month I could cancel anytime after the first crate ships. I understood the second sentence to mean that if I paid now for 3, 6 or 12 crates I would not be able to pay up front and then claim back for the proportion of unused crates if cancelling after this period. Accordingly I decided to buy the mega hand, and I diarised to remind myself to cancel the crates straight after the first crate had arrived. When I tried to do this, I was told that the next payment that will not be taken is in December 2026, and that I would have to pay for the next 11 months of payments. This is not what I had understood, and I believe this information was either deliberately or negligently designed to snare people into contracts they do not wish to enter. To be fair, when I sent a letter of complaint referencing UK consumer law they agreed to let me leave the contract, but a less determined person may well have been stuck with it.