Cancellation Policy

1. Introduction and General Disclaimer

1. Our Role: Clearly state that Diaperhouse.qa is a marketplace and not the direct seller of products. The contract of sale is between the customer and the vendor.
2. Vendor Responsibility: State that the cancellation policy and its execution are the responsibility of the individual vendor, in accordance with the terms agreed upon with our platform.
3. Policy Applicability: This policy outlines the general rules and procedures for cancellations on our platform.

2. Customer-Initiated Cancellations

1. Timeframe for Cancellation: This is the most crucial part. A customer can only cancel an order if the vendor has not yet processed it for shipping. This is a common practice for e-commerce, as once an item is "in transit," it becomes a return.
2. Pending Fulfillment: Orders can be cancelled if their status is "Pending Fulfillment."
3. Shipped Orders: Once the order status changes to "Shipped," cancellation is not possible. The customer must follow the Return Policy to return the product after delivery.
4. The Cancellation Process: Provide a clear, step-by-step guide for customers to follow.
5. Request Cancellation: The customer must log in to their account and submit a cancellation request for the specific order.
6. Confirmation: The platform will send an immediate confirmation that the request has been received.
7. Vendor Approval: The request is then sent to the vendor for approval. The vendor will approve or decline the cancellation based on the order's status.
8. Refunds for Canceled Orders:
9. If the cancellation is successful, the vendor will initiate a full refund, including any shipping fees that were charged.
10. The refund will be processed to the original payment method. Mention the estimated time for the refund to reflect in the customer's account.

3. Vendor-Initiated Cancellations

1. Reasons for Cancellation: State that a vendor may cancel an order under specific, exceptional circumstances.
2. Out of Stock: The product is no longer available.
3. Pricing Error: A genuine and clear error occurred in the pricing of the product.
4. Incorrect Information: The customer's address or contact information is incorrect or invalid, preventing delivery.
5. Notification: The vendor must notify the customer and the platform immediately.
6. Refund: In all cases of a vendor-initiated cancellation, a full refund will be issued to the customer.

4. Special Conditions and Exceptions

1. No Partial Cancellations: State whether a customer can cancel part of an order or if it must be the entire order.
2. Bulk Orders: For large or bulk orders, a cancellation might not be possible once the order is placed.
3. Non-Cancellation Clause: If a vendor has a strict no-cancellation policy for a particular product (e.g., custom-made goods), this must be clearly stated on the product page.
4. Misconduct: State that your platform reserves the right to cancel any order if fraudulent activity or a breach of the website's Terms and Conditions is suspected.

5. Contact and Assistance

1. Provide your customer service contact information for any questions or issues regarding the cancellation process.
2. Reiterate your role as a mediator if a dispute arises between a customer and a vendor.