Cancellation Policy

Last Updated: December 2025

1. Introduction

AliPeak understands that sometimes your plans change. This Cancellation Policy provides clear guidance on how to cancel orders, what happens when you cancel, and what to expect in terms of refunds and timelines. Our goal is to make the cancellation process transparent, fair, and customer-friendly while protecting both buyers and sellers on our platform.

2. What This Policy Covers

This policy covers:

1. Cancellation of orders before they are shipped
2. Cancellation requests and approval process
3. Refunds for cancelled orders
4. Cancellation timelines and deadlines
5. Special cases and exceptions
6. Seller-initiated cancellations
7. Consequences of frequent cancellations

Important: For items already shipped, please refer to our Return & Refund Policy instead of this policy.

3. Cancellation Eligibility and Timeframes

3.1 When You Can Cancel

You have the right to cancel your order at any point before the seller has handed it over to the courier for shipment. Here are the general timeframes:

1. Instant Cancellation (0-5 minutes): Cancel immediately after placing order. No approval needed, refund is automatic and full
2. Before Processing (5 minutes to 2 hours): Cancel before seller starts preparing your order. Usually approved within 5-30 minutes. Full refund applied
3. During Processing (2-12 hours): Cancel while seller is preparing/packing. Seller approval required. May include small preparation charges (5-10% of product price)
4. Before Pickup (12-48 hours): Cancel before courier collects package. Seller approval required. May include processing and packing charges (10-20% of product price)

Critical Deadline: Once the seller marks the order as "Shipped" or the courier picks up the package, you can no longer cancel. You must use the return process instead.

3.2 When You Cannot Cancel

You cannot cancel your order if:

1. The order status shows "Shipped" or "Handed Over to Courier"
2. The order is "Out for Delivery"
3. The order has already been "Delivered"
4. You have already received and accepted the package
5. The seller has explicitly marked the item as "Non-cancellable" before you ordered
6. More than 48 hours have passed since order placement (in most cases)
7. The order contains custom-made or made-to-order items and processing has begun

In these cases, you can still request a return/refund through our Return & Refund Policy.

4. How to Cancel Your Order

4.1 Step-by-Step Cancellation Process

Step 1: Log Into Your Account

1. Go to https://alipeak.com and log in
2. Enter your email/phone and password
3. Complete any two-factor authentication if enabled

Step 2: Navigate to My Orders

1. Click on your profile icon in the top right
2. Select "My Orders" or "Order History"
3. You will see a list of all your orders with their current status

Step 3: Find Your Order

1. Look for the order you want to cancel
2. Check the status - it should show "Pending," "Confirmed," "Processing," or "Packed"
3. If it shows "Shipped," "Out for Delivery," or "Delivered," you cannot cancel
4. Click on the order to view full details

Step 4: Click Cancel Order

1. On the order details page, look for the "Cancel Order" button
2. If the button is grayed out or missing, cancellation is no longer available
3. Click "Cancel Order" to proceed

Step 5: Select Reason for Cancellation

1. A form will appear asking for the reason
2. Select from provided options:
3. - Changed my mind
4. - Found a better price
5. - Found the item elsewhere
6. - Don't need it anymore
7. - Want different specifications
8. - Item out of stock (if shown)
9. - Other
10. If you select "Other," provide brief explanation

Step 6: Confirm Your Identity

1. You may be asked to confirm your identity for security
2. This is to prevent unauthorized cancellations
3. Verify via email, SMS, or security question

Step 7: Review Cancellation Terms

1. You will see the order summary with estimated refund amount
2. Any applicable charges will be clearly shown
3. Review the information carefully
4. You have the option to proceed or go back

Step 8: Submit Cancellation Request

1. Click "Confirm Cancellation" to submit your request
2. You will receive a confirmation message on screen
3. A confirmation email will be sent to your registered email address
4. Save or screenshot the confirmation for your records

Step 9: Wait for Seller Approval

1. Your cancellation request goes to the seller for approval
2. Most sellers respond within 1-2 hours
3. You will receive a notification email when the seller responds
4. If approved, your refund will be initiated immediately
5. If rejected, the seller will provide their reason

Step 10: Refund Processing

1. Once approved, your refund is processed to the original payment method
2. Depending on your payment method, it takes 1-7 business days to appear
3. You can track refund status in your order details

4.2 Mobile App Cancellation

For AliPeak mobile app users:

1. Open the app and tap on "My Orders" at the bottom menu
2. Tap the order you want to cancel
3. Tap the "Cancel" button (if available)
4. Follow the same process as web version
5. You will receive push notifications for status updates

5. Cancellation Charges and Deductions

5.1 What Gets Refunded

When you cancel an order, you receive a refund for:

1. Product price: 100% refunded
2. Taxes: Any applicable taxes refunded
3. Seller discounts: If a seller discount was applied, it is refunded
4. Vouchers/Coupons: Value of applied vouchers is refunded
5. AliPeak credits: If paid from account credits, credits are restored

5.2 Cancellation Charges by Timing

Charges vary based on when you cancel:

Instant Cancellation (within 5 minutes):

1. Charges: NONE
2. Refund: 100% (product + taxes + discounts)
3. Shipping: Refunded if paid separately

Before Processing Starts (5 minutes to 1-2 hours):

1. Charges: NONE (usually)
2. Refund: 100% (product + taxes + discounts)
3. Shipping: Usually refunded

During Processing (1-2 hours to 8 hours):

1. Charges: 5-10% of product price (processing fee)
2. Refund: Product price minus processing fee
3. Shipping: May not be refunded
4. Reason: Seller has incurred labor and material costs

During Packing/Ready for Pickup (8 hours to 48 hours):

1. Charges: 10-20% of product price (processing + packing fee)
2. Refund: Product price minus these charges
3. Shipping: Not refunded
4. Reason: Item is already packed and ready for courier

5.3 What Is NOT Refunded

The following are generally not refunded:

1. Shipping cost (for late cancellations): If cancelled during or after processing, shipping is usually retained
2. Payment gateway fees: Any bank or payment processor fees are not refunded
3. Processing charges: The charges mentioned above are retained by the seller
4. One-time vouchers: Some promotional vouchers cannot be reused if cancelled

5.4 Transparency of Charges

Before finalizing your cancellation:

1. You will see the exact refund amount on the cancellation screen
2. All charges will be itemized and explained
3. You can accept or reject the cancellation with charges
4. There are no hidden or surprise charges
5. You have the option to withdraw the cancellation request

6. Refund Timelines and Methods

6.1 How Refunds Are Processed

Once your cancellation is approved:

1. Immediately: Order status changes to "Cancelled"
2. Within 24 hours: Refund is initiated by the seller
3. Within 1-3 business days: Refund appears in your account (varies by payment method)

6.2 Refund Timeline by Payment Method

Credit/Debit Card Refunds:

1. Processing time: 2-7 business days
2. Some banks take longer (up to 10-15 days)
3. You may see a temporary hold on your card before the refund

Mobile Banking (bKash) Refunds:

1. Processing time: 1-3 business days
2. Usually fastest method
3. Amount credited directly to your bKash account

Mobile Banking (Nagad) Refunds:

1. Processing time: 2-4 business days
2. Amount credited directly to your Nagad account

Mobile Banking (Rocket) Refunds:

1. Processing time: 2-4 business days
2. Amount credited directly to your Rocket account

Bank Transfer Refunds:

1. Processing time: 3-5 business days
2. Depends on your specific bank
3. Amount transferred to your registered bank account

Cash on Delivery (COD) Refunds:

1. No refund needed - you don't pay
2. If cancelled before delivery, you pay nothing
3. If cancelled after delivery, refund via bank transfer or mobile banking (5-10 days)

6.3 Tracking Your Refund

You can track your refund by:

1. Checking order status in "My Orders" (shows "Refund Processed")
2. Clicking on the order for detailed refund information
3. Receiving email notification when refund is initiated and received
4. Contacting customer support with your order number for status

7. Seller-Initiated Cancellations

7.1 When Sellers Can Cancel

Sellers may cancel your order in these situations:

1. Item is out of stock (seller cannot fulfill)
2. Technical error in pricing (item was mispriced)
3. Item cannot be delivered to your location
4. Seller has suspended or closed their store
5. Payment verification failed or payment is fraudulent
6. You provided false or incomplete information
7. You violated platform policies
8. Suspected fraudulent order activity

7.2 Your Rights for Seller-Initiated Cancellations

If a seller cancels your order:

1. You receive FULL REFUND with no deductions
2. No cancellation charges apply
3. Shipping fees are fully refunded
4. All discounts and vouchers are restored
5. Refund is processed within 24 hours
6. You are notified immediately via email

7.3 Notification and Reason

When a seller cancels your order, you will receive:

1. Email notification explaining the cancellation
2. Clear reason for the cancellation
3. Refund amount and timeline
4. Your order reference number
5. Option to contact seller for more details

7.4 If You Disagree with Seller Cancellation

If you believe a seller cancelled unfairly:

1. Contact customer support within 3 days
2. Provide order details and your concerns
3. AliPeak will investigate the cancellation
4. We may restore the order if cancellation was unjustified
5. You can also leave feedback about the seller

8. Cash on Delivery (COD) Special Rules

8.1 Cancelling COD Orders

For Cash on Delivery orders:

1. You can cancel for free anytime before delivery
2. Cancellation is processed immediately
3. No payment is required from you
4. Seller arranges return shipment
5. You pay nothing for return shipping

8.2 Refusing COD Delivery

If your COD package arrives and you want to refuse it:

1. Tell the delivery rider you refuse to accept
2. Do not open the package
3. Do not make any payment to the rider
4. Ask the rider to return the package to the seller
5. Request a refund receipt or confirmation

8.3 Consequences of Refusing COD

1. No refund is issued (you simply don't pay)
2. Return shipping is the seller's responsibility
3. Frequent refusals may affect your account standing
4. Multiple refusals may result in account restrictions
5. The seller may report you for abuse patterns

9. Cancellation for Different Product Types

9.1 Standard Products

For regular items (clothing, electronics, accessories):

1. Standard cancellation rules apply
2. Can cancel anytime before shipment
3. Refund within 1-7 business days

9.2 Custom/Made-to-Order Items

For personalized or custom items:

1. Check seller's custom policy before ordering
2. Cancellation may have higher charges (20-50% of price)
3. May not be cancellable if production has started
4. Confirm cancellation policy before checkout

9.3 Flash Sale / Limited Offer Items

For items purchased during flash sales:

1. Check if cancellation is allowed (noted in sale details)
2. Some flash sale items may have "final sale" restrictions
3. Cancellation policy varies by seller and promotion
4. Read sale terms carefully before purchasing

9.4 Pre-Order Items

For pre-ordered products:

1. Cancellation depends on when item ships
2. Usually cancellable until production begins
3. After production, higher cancellation charges may apply
4. Check pre-order cancellation terms

9.5 Bundle Deals

For bundled products (multiple items as one order):

1. Entire bundle must be cancelled (cannot cancel individual items)
2. Full refund applies to the bundle
3. To change bundle, you must cancel and reorder
4. Same timing and charge rules apply

10. Frequently Asked Questions

Q: What's the difference between cancellation and return?

Cancellation happens before the order is shipped. Return happens after you receive the item. Cancellation is usually faster and has different rules.

Q: How long do I have to cancel?

You can cancel anytime before the seller hands the order to the courier (typically within 24-48 hours of ordering). Once it's marked "Shipped," you cannot cancel.

Q: Will I lose money by cancelling?

Instant cancellations (within 5 minutes) are completely free. Later cancellations may have processing charges (5-20% of product price) if the seller has already started preparing your order.

Q: How long does the refund take?

AliPeak initiates the refund within 24 hours. How long it takes to appear depends on your payment method: Mobile banking takes 1-3 days, Credit/debit card takes 2-7 days, and Bank transfer takes 3-5 days.

Q: Can a seller refuse to cancel my order?

A seller can only refuse if processing has already started (8+ hours). Even then, if you escalate, AliPeak may force-cancel. You always have the right to cancel within reasonable timeframes.

Q: What if my refund doesn't arrive after the deadline?

Contact customer support immediately with your order number and cancellation confirmation. We will investigate and follow up with your bank or payment provider.

Q: Can I cancel part of a multi-item order?

Typically no, the entire order must be cancelled. However, you can contact the seller to request cancellation of specific items. If they agree, you may get a partial refund.

Q: What if I cancel by mistake?

Contact customer support within 30 minutes. We may be able to restore your order if the seller hasn't started processing. However, if the refund has been initiated, you'll need to reorder.

Q: Will canceling affect my account?

One or two cancellations are normal. However, repeated cancellations (more than 3 per month) may affect your account status and seller trust ratings.

Q: Can I get the same price if I reorder after cancelling?

Not guaranteed. Prices may change, discounts may expire, and the item may be out of stock. Always check the current price before reordering.

Q: What happens to my voucher if I cancel?

The voucher amount is refunded to you. Most vouchers can be reused on future orders, but check the voucher terms (some are one-time use only).

11. Account Impact of Cancellations

11.1 Cancellation Patterns

Excessive cancellations may indicate:

1. 1-2 cancellations per month: Normal, no impact
2. 3-5 cancellations per month: Notice sent, account monitored
3. More than 5 per month: Account flagged, restrictions may apply
4. Pattern of abuse: Account may be suspended

11.2 Seller Trust Score

Your cancellation history affects:

1. Your reliability score with sellers
2. Seller willingness to accept your future orders
3. Priority in fulfilling your orders
4. Eligibility for seller-exclusive discounts

11.3 Account Restrictions

If you have excessive cancellations:

1. You may be required to confirm orders before purchase
2. Payment methods may require pre-authorization
3. Some sellers may refuse to fulfill your orders
4. Discounts and promotions may not apply
5. Your account may face temporary restrictions

12. How to Contact Us

For Cancellation Help:

Email: contact@alipeak.com

Chat Support: Available 24/7 on our website

Phone: +8801878674083

Response Time: Within 2-4 hours for urgent cancellation issues

For Cancellation Disputes or Appeals:

Email: contact@alipeak.com

Subject: "Cancellation Appeal - [Order Number]"

Include:

- Order number

- Date of order

- Reason for cancellation

- Why you believe cancellation should be approved

- Any relevant screenshots or evidence

For Seller-Related Cancellation Issues:

Email: seller@alipeak.com

For sellers only - Cancellation policy concerns

For Urgent Cancellation (Before Shipment):

Email Subject: "URGENT: Cancel Before Shipment - [Order Number]"

Email: contact@alipeak.com

We will prioritize urgent requests to stop shipment

13. Best Practices to Avoid Cancellations

Before Placing Your Order:

1. Verify you need the item and the quantity is correct
2. Check the delivery time is acceptable
3. Review seller ratings and reviews
4. Confirm your delivery address is correct
5. Verify the price and ensure no better deals available

After Placing Your Order:

1. Monitor order status in "My Orders"
2. Respond quickly if seller asks for clarification
3. Ensure your phone is available for delivery contact
4. Be ready to receive delivery within promised timeframe

14. Our Commitment

At AliPeak, we are committed to:

1. Making cancellations simple, transparent, and fair
2. Processing cancellations quickly and efficiently
3. Ensuring full refunds for eligible cancellations
4. Being transparent about any charges or deductions
5. Protecting both customer and seller interests
6. Responding promptly to cancellation disputes
7. Preventing abuse while respecting customer rights

Your ability to cancel orders before shipment is an important consumer right. We work hard to make this process easy while also being fair to our sellers.

This Cancellation Policy is subject to change at any time. We will notify users of significant changes via email or website announcement. For the latest version, always refer to this page on alipeak.com. Last updated: December 2025