This Cancellation Policy explains when customers and vendors may cancel ShoppingSuru orders and what happens to payments, delivery, refunds, and scheduled delivery arrangements after cancellation.
Customers may normally request cancellation before the order is dispatched. Once an order has been dispatched, cancellation may no longer be available, but applicable return, exchange, replacement, or refund rights remain available according to the relevant policy and law.
A customer may normally request cancellation before the order has been dispatched.
Cancellation availability may depend on the order status and whether the vendor has already prepared or handed the package to the delivery process.
Where an order has not yet been dispatched, ShoppingSuru will make reasonable efforts to process a valid cancellation request.
| Order Status | Normal Cancellation Position |
|---|---|
| Pending / Awaiting Confirmation | Cancellation can normally be requested. |
| Confirmed / Processing | Cancellation may still be possible if the order has not been dispatched. |
| Ready for Dispatch | Cancellation may be limited depending on whether the package has entered the delivery process. |
| Dispatched / In Transit | Normal cancellation is generally no longer available; applicable return or refund rights may still apply. |
| Delivered | Use the applicable Return, Exchange & Refund Policy where a return or other remedy is available. |
Where a cancellation function is available in your ShoppingSuru account, customers should submit cancellation requests through that function.
Customers may also contact:
A cancellation request should include the relevant Order ID.
The customer submits a cancellation request for the relevant order.
ShoppingSuru checks whether the order has been dispatched or is still eligible for cancellation.
Where necessary, ShoppingSuru may check with the relevant vendor or fulfilment process.
ShoppingSuru confirms whether the order can be cancelled at that stage.
If the cancelled order has already been paid for and a refund is due, ShoppingSuru processes the applicable refund according to the Refund Policy.
Where a customer successfully cancels an eligible order before dispatch, ShoppingSuru will stop the order from entering the delivery process where reasonably possible.
For prepaid orders, the applicable refundable amount will be processed according to the payment method and Refund Policy.
For cash-on-delivery orders, no payment refund is normally required where the customer has not paid for the order.
Once a product has been dispatched or handed to the delivery process, ShoppingSuru may no longer be able to cancel the order.
The customer may instead use the applicable return, exchange, replacement, refund, or complaint process where available.
A customer should not deliberately refuse a correctly fulfilled order merely to bypass the normal cancellation and return procedure.
ShoppingSuru allows customers to select an available delivery date and time slot during checkout.
A customer who changes their mind after placing an order should request cancellation as early as possible and before dispatch where possible.
If the order has already been dispatched, simply having a future delivery date or time slot does not automatically create a right to cancel after dispatch.
Where supported by the ShoppingSuru system, customers may request a change to the selected delivery date or time slot before dispatch.
A requested change is subject to:
A requested delivery-slot change is not guaranteed unless ShoppingSuru confirms the new slot.
Vendors should fulfil accepted ShoppingSuru orders and should not cancel orders unnecessarily.
Vendor cancellation may occur where:
Repeated vendor cancellations caused by poor inventory management, avoidable fulfilment issues, or other vendor-attributable reasons may affect the vendor's quality status and may result in marketplace action.
ShoppingSuru may cancel an order where reasonably necessary, including where:
Where a prepaid order is cancelled and a refund is due, ShoppingSuru will process the applicable refund.
Vendors are responsible for keeping their inventory reasonably accurate.
If an accepted product becomes unavailable, ShoppingSuru may:
Repeated cancellation caused by inaccurate vendor inventory may result in vendor performance action.
If a material error appears in a product listing, including a genuine technical or pricing error, ShoppingSuru may review the order before fulfilment.
Where cancellation is necessary, ShoppingSuru will communicate the relevant cancellation and refund information to the customer.
ShoppingSuru may review or cancel orders where there is a reasonable basis to suspect:
ShoppingSuru may request reasonable information to verify a suspicious transaction.
Where a cancelled order was prepaid and a refund is due, ShoppingSuru will normally process the refund through the original payment method where technically and lawfully feasible.
If the original payment method cannot reasonably be used, another appropriate refund method may be used.
Refund processing times may depend on the payment provider, banking system, transaction status, and other relevant factors.
Please see the Refund, Return & Exchange Policy for complete refund rules.
Where cancellation occurs before dispatch, a delivery charge that has not been incurred will generally not be treated as a completed delivery service.
Where an order has already entered the delivery process, applicable delivery or return-to-origin costs may depend on:
Customers should not repeatedly place orders with no genuine intention to complete the purchase or use cancellation procedures to deliberately disrupt vendors or delivery operations.
ShoppingSuru may review repeated abusive cancellation activity and may apply reasonable account or marketplace restrictions where permitted by applicable law.
Vendors should not cancel accepted orders simply because:
Repeated or deliberate vendor cancellation may affect vendor quality status and may result in warnings, restrictions, suspension, or termination under the Vendor Agreement.
Where supported by ShoppingSuru, a customer may request cancellation of one or more products from an order containing multiple products.
For multi-vendor orders, a cancellation affecting one vendor's product does not automatically cancel products supplied by other vendors.
Any resulting delivery or refund adjustment will depend on the order structure and applicable transaction terms.
| Situation | Typical Action |
|---|---|
| Customer cancels before dispatch | Order cancelled and applicable refund processed for prepaid orders. |
| Vendor cancels before dispatch | Customer notified and applicable refund/replacement process initiated. |
| ShoppingSuru cancels before dispatch | Customer notified and applicable refund processed where payment was made. |
| Customer requests cancellation after dispatch | Normal cancellation may no longer be available; applicable return/refund rights may remain. |
| Order already delivered | Cancellation is normally no longer applicable; customer should use the return/exchange/refund process where available. |
This Cancellation Policy explains ShoppingSuru's normal marketplace procedure.
It does not remove or restrict any consumer right, refund right, return right, warranty right, or other legal remedy that applies under Nepalese law.
This Cancellation Policy should be read together with:
ShoppingSuru may update this Cancellation Policy when its marketplace operations, checkout system, vendor fulfilment process, payment arrangements, delivery process, or applicable legal requirements change.
The current version will be published on this page together with the applicable policy version and effective date.
Contact ShoppingSuru Support:
Please include your Order ID when contacting support.
Legal review: This Cancellation Policy is designed for ShoppingSuru's multi-vendor and scheduled-delivery marketplace model. Before launch, the final cancellation, refund, delivery-charge, vendor-cancellation, and customer-remedy provisions should be reviewed by a Nepal-qualified legal professional against the Electronic Commerce Act, 2081, Electronic Commerce Directive, 2082, Consumer Protection Act, 2075, and ShoppingSuru's actual checkout and order-processing system.
