Effective Date: 01-06-2026

Welcome to SOUQ BD. This Cancellation Policy explains how customers, sellers, and SOUQ BD may cancel orders placed through our platform.

1. Customer Order Cancellation

Customers may cancel an order:

• Before the order has been shipped.
• Before the seller has dispatched the product.
• Before the order status changes to "Shipped" or "Out for Delivery."

Once an order has been shipped, cancellation requests may not be accepted and the Return Policy may apply instead.

2. How to Cancel an Order

To cancel an order:

1. Log in to your SOUQ BD account.
2. Go to "My Orders."
3. Select the order.
4. Click "Cancel Order."
5. Choose a cancellation reason and submit the request.

3. Refund for Cancelled Orders

If payment has already been completed and the cancellation is approved:

• Refunds will be processed according to the SOUQ BD Refund Policy.
• Refunds will generally be returned through the original payment method.

4. Seller-Initiated Cancellation

A seller may cancel an order if:

• The product is out of stock.
• Pricing information was incorrect.
• The product becomes unavailable.
• Delivery is not possible due to unforeseen circumstances.

In such cases, customers will be notified and eligible payments will be refunded.

5. SOUQ BD Cancellation Rights

SOUQ BD reserves the right to cancel any order if:

• Fraudulent or suspicious activity is detected.
• Payment verification fails.
• Regulatory or legal requirements require cancellation.
• Technical errors result in incorrect pricing or product information.
• The order violates platform policies.

Where applicable, customers will receive a full refund.

6. Non-Cancellable Orders

Orders generally cannot be cancelled:

• After shipment.
• After delivery.
• For certain customized or personalized products.
• For digital products that have already been delivered or activated.

7. Customer Responsibility

Customers are responsible for providing accurate:

• Name
• Address
• Contact information
• Delivery details

Orders affected by incorrect information may not qualify for cancellation or compensation.

8. Contact Us

Customer Support Team

Website: www.souq.com.bd
Email: support@souq.com.bd
Phone: +8801951515121

9. Policy Updates

SOUQ BD may modify this Cancellation Policy at any time. Updated versions will be published on our website.

SOUQ BD
Bangladesh's Online Marketplace
Powered by Rishona International Ltd.