Cancellation Policy

At Surprise Shop (surpriseshopbd.com), we understand that plans can change. To provide you with a smooth shopping experience, we have outlined our cancellation policy below regarding how and when you can cancel an order.

Order Cancellation Windows

  1. Before Shipment: You can cancel your order at any time before it has been processed and dispatched to our third-party courier partners. There are no cancellation fees if the package has not left our facility.
  2. After Shipment: Once an order is handed over to our delivery networks (Steadfast, RedX, Pathao, or Paperfly), it enters transit and cannot be canceled or recalled mid-journey. If you no longer want the package, please follow our standard guidelines upon delivery.

How to Request a Cancellation

  1. To request a cancellation, please contact our Customer Support team immediately via our hotline, website chat, or support email with your Order ID.
  2. We recommend calling our hotline directly for immediate assistance, as email responses may take longer, during which your order might be shipped out.

Refusing Delivery at the Doorstep

  1. If you must cancel an order that has already been dispatched, you may refuse to accept the package when the courier agent contacts you for delivery.
  2. Please Note: Repeatedly refusing confirmed orders at your doorstep without a valid, verifiable reason impacts your customer account standing and may result in the suspension of the Cash on Delivery (COD) payment option for your future purchases on surpriseshopbd.com.

Refunds on Pre-paid Canceled Orders

  1. If you cancel an eligible pre-paid order before shipment, your payment will be refunded to you based on your chosen refund preference.
  2. Direct Bank/MFS Refunds: If you choose a direct refund to your original payment method via our gateway, standard gateway transaction charges will apply and be deducted from the total refund amount.
  3. Surprise Shop Wallet Refunds: If you choose to receive the refund as balance in your Surprise Shop Wallet, no transaction charges will apply. The full amount will be credited to your account for future purchases.
  4. All approved refunds will be completed within our standard timeline of 7 to 10 working days.

Cancellation by Surprise Shop

  1. We reserve the right to cancel any order at our discretion due to unavoidable circumstances, including but not limited to:
  2. Sudden product stock unavailability or quality check failures.
  3. Inaccurate pricing or incorrect product descriptions displayed on the platform.
  4. Incomplete, suspicious, or unverified delivery address and contact details.
  5. Inability to establish telephone contact with the customer to confirm the order.
  6. If Surprise Shop cancels a pre-paid order, the customer will receive a full refund with absolutely zero deductions or gateway charges applied.

Contact Us

If you need to cancel an order or have any questions about this policy, please reach out to us:

  1. Customer Support Email: support@surpriseshopbd.com
  2. Hotline: +880 1315 183133