🚫 Order Cancellation Policy
This Order Cancellation Policy outlines the conditions under which an order can be cancelled by the customer or by SUMEN.

1. Cancellation by the Customer
Customers have the right to cancel an order under specific conditions, as detailed below:

1.1. Cancellation Window: An order can be cancelled within 2 hours of placing the order or before the order is confirmed by our customer service team via phone call, whichever comes first.

1.2. How to Cancel: To cancel an order, the customer must immediately contact our Customer Support Team by phone or email, quoting the order number.

1.3. Orders Already Processed: Once an order has been confirmed by our team and processing has begun (i.e., the item has been picked, packed, or handed over to the delivery service), the order cannot be cancelled.

Note: Since we aim for quick dispatch to ensure delivery within 2-5 days, the cancellation window is very short. We request that customers check all details carefully before confirming the order.

2. Cancellation by SUMEN
SUMEN reserves the right to cancel any order for the following reasons:

2.1. Product Unavailability (Out of Stock): If the ordered product becomes unavailable or out of stock after the order is placed.

2.2. Error in Pricing or Information: If there was a technical error or misrepresentation in the pricing or product information.

2.3. Unreachable Customer: If the customer cannot be reached or fails to confirm the order details via phone call within a reasonable time frame.

2.4. Suspicion of Fraud: If the order appears to be fraudulent or violates our Terms and Conditions.

3. Refunds for Cancelled Orders
3.1. Cash on Delivery Orders: If the order was placed using Cash on Home Delivery and is cancelled successfully (within the permissible window), no refund is necessary as no payment has been made.

3.2. Prepaid Orders (If Applicable): If you make any pre-payment for an order and it is subsequently cancelled by either the customer or SUMEN, a full refund will be processed within 7-10 business days via the original payment method (or an agreed-upon alternative, such as mobile banking).

4. Contact Information
For order cancellation requests or queries, please contact us immediately:

Phone: +8801345-780328
Email: contact@sumenbd.com