Cancellation Policy

We understand that plans can change. You may cancel an order under the following conditions:

• Orders can be cancelled within 1 hour of placement, provided they have not yet been dispatched.
• To cancel, contact our Customer Support team immediately with your Order ID via phone, email, or live chat.
• Once an order has been dispatched, it cannot be cancelled. You may instead request a return in accordance with our Refund & Return Policy.
• If your order contains multiple items, you may cancel individual items before dispatch. Refunds or adjustments will be processed for the cancelled items accordingly.

To cancel your order, please follow these steps:

• Log in to your account and navigate to My Orders.
• Locate the order you wish to cancel and select 'Cancel Order' if available.
• Alternatively, contact our support team directly (details below) with your Order ID.
• Our team will confirm cancellation and initiate any applicable refund.

We reserve the right to cancel orders under the following circumstances:

• The product is out of stock or no longer available from the seller.
• A pricing, listing, or technical error was detected after the order was placed.
• The delivery address provided is invalid, incomplete, or unreachable.
• The customer is unresponsive during verification or order confirmation calls.
• Suspected fraudulent activity or violation of our Terms and Conditions.
• Payment was not successfully confirmed or authorised.

In cases where ImportMartBD cancels your order, you will be notified promptly via email or SMS and a full refund will be processed within 7–10 working days.

For eligible cancelled orders, refunds will be processed as follows:

• Mobile banking (bKash, Nagad, Rocket): within 1–3 working days.
• Bank transfer or card payment: within 5–10 working days.
• Cash on Delivery (unpaid orders): no refund is applicable as no payment was collected.

You will receive an email or SMS confirmation once your refund has been initiated.

If your order has already been dispatched at the time of your cancellation request, we are unable to stop the delivery. In this case:

• You may decline to accept the delivery when the courier arrives.
• The product will be returned to our warehouse.
• A refund will be processed after the return is received and inspected, in accordance with our Refund & Return Policy.
• Original shipping charges may not be refundable in such cases.