BanglaSuperMarket.co.uk, Cancellation and Return Policy

Effective Date: January 1, 2025
Last Updated: October 14, 2025

Welcome to BanglaSuperMarket.co.uk (BSM) — a UK-based e-commerce platform committed to providing customers and sellers with a transparent, fair, and secure shopping experience.

This Cancellation and Return Policy outlines the rights and obligations of buyers and sellers regarding order cancellations, returns, and refunds. It ensures compliance with UK Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015).

1. Buyer Cancellation Policy

1.1 Cancelling Before Shipment

• Buyers may cancel an order within 30 minutes of placing it, provided that the item has not yet been dispatched.

• Once cancelled, you will receive an email confirmation, and any payment made will be refunded according to our Refund Policy.

• No cancellation fee applies for orders cancelled within this window.

1.2 Cancelling After Shipment

• Once the order has been shipped, it cannot be cancelled.

• However, under UK law, customers retain the right to return goods within 14 days of delivery for a full refund, provided the product is in its original, unused condition.

1.3 Failed Deliveries or Out-of-Stock Items

• If a seller is unable to fulfil your order due to stock shortages or logistical issues, the order will be cancelled automatically, and a full refund will be issued to your original payment method.

2. Seller Cancellation Policy

2.1 When Sellers Can Cancel

Sellers may cancel an order before shipment if:

• The item is out of stock, defective, or unavailable.

• There is a pricing or listing error.

• Delivery cannot be fulfilled due to external factors (e.g., courier issues).

All cancellations must include a valid reason and will automatically notify the buyer.

2.2 Seller Performance & Cancellation Rate

To maintain platform standards:

• Sellers must keep their Pre-Fulfilment Cancellation Rate (CR) below 2.5%.

• A high CR may result in account review, temporary suspension, or listing restrictions.

• Sellers can monitor their metrics under Seller Central → Account Health → Delivery Performance.

3. Returns Policy

3.1 Buyer Right to Return

Customers have the right to return most products within 14 calendar days from the date of delivery, without needing to provide a reason.
To qualify:

• The item must be unused and in its original packaging.

• Proof of purchase (order number or receipt) must be provided.

• The return must be initiated via your BSM account dashboard or by contacting customer support.

3.2 Non-Returnable Items

Certain products are not eligible for return, including:

• Perishable goods (e.g., groceries, food items, or flowers)

• Personal care or hygiene products once opened

• Digital downloads, software, or gift cards

• Customized or made-to-order items

4. Return Process

Step 1: Request a Return

Log in to your BSM account, go to My Orders → Request Return, and select the product you wish to return.
Alternatively, contact our customer service at support@banglasupermarket.co.uk.

Step 2: Package the Item

Ensure the item is securely packed, including all accessories, manuals, and packaging materials.

Step 3: Ship the Return

Send the item back using the prepaid return label provided or through your chosen courier (if eligible).

Step 4: Quality Check & Refund

Once your return is received, it undergoes a Quality Control (QC) inspection at our warehouse.

• If the item passes QC, your refund will be processed within 5–10 working days.

• If the item fails QC (e.g., used, damaged, or missing parts), it may be rejected and returned to you.

5. Refunds for Cancelled or Returned Orders

Refunds apply to:

• Cancelled Orders (before shipment)

• Returned Orders (within 14 days of delivery)

• Failed Deliveries or Defective Items

Refunds will include the product price and, where applicable, original shipping fees.

Refund Timelines

Note: Refund time may vary depending on your bank or payment provider.

6. Defective, Incorrect, or Damaged Products

You are entitled to a replacement or full refund if:

• The product is defective, damaged, or not as described.

• The wrong item was delivered.

• You received a missing or incomplete order.

In such cases, please report the issue within 48 hours of delivery to support@banglasupermarket.co.uk and provide photos or proof of the defect.

7. Multi-Channel & Fulfilled-by-BSM (FBSM) Orders

Orders fulfilled by BSM or via multi-channel fulfilment can be cancelled or returned according to the same rules.
However:

• Orders in shipped or invoiced status cannot be cancelled.

• Cancellations must be submitted using the Order ID via the seller dashboard.

8. Compliance & Seller Responsibility

Sellers are legally required to:

• Issue refunds promptly for cancelled or returned items.

• Maintain accurate stock records.

• Communicate clearly with buyers to reduce cancellation and return rates.

Failure to comply may result in account restrictions or suspension under BSM’s performance standards.

9. Customer Support

If you have questions about a cancellation, return, or refund, please contact our Customer Service team:

📧 support@banglasupermarket.co.uk
🌐 www.BanglaSuperMarket.co.uk

We’re available 7 days a week, from 9:00 AM – 6:00 PM (UK time).

✅ Legal Compliance:
This policy adheres to the UK Consumer Contracts Regulations (2013), Consumer Rights Act (2015), and Distance Selling Regulations, ensuring all BanglaSuperMarket.co.uk buyers and sellers are treated fairly.