Cancellation Policy

1. Overview#

Your order is prepared and sent by the seller you bought from. Because sellers start packing soon after an order is released to them, the best time to cancel is as early as possible. The steps of an order (placed, confirmed, shipped, delivered) are shown in your account and on our order tracking page.

2. Cancelling before the order is shipped#

• You can ask to cancel an order at any time until the seller has shipped it.
• To cancel, contact us through support@tnt024.com or our Contact us page and give your order number, so that we can stop the seller and confirm the cancellation to you. Sellers cannot cancel an order by themselves, so that payments and stock are handled correctly.
• If the seller has not shipped the order, we cancel it and confirm it to you. There is no cancellation fee.
• If you have already paid, the money is refunded as set out in section 8.
• If the seller shipped the order before we could stop it, we will tell you, and the rules in section 3 apply.

3. After the order has been shipped#

• Once an order has been shipped, it cannot be cancelled, because the goods are already on their way to you.
• You may refuse it at the door. If you refuse a parcel without a good reason, it is treated as a failed delivery as set out in our Shipping Policy, and a fair delivery cost may be kept from any refund. If the parcel is damaged or wrong, tell the delivery person, take photos, and contact us.
• You may return it after delivery in the cases and within the time set out in our Returns and Refunds Policy.

4. Orders waiting for payment#

• Orders paid by bank transfer or Raast are released to the seller only after we confirm your payment.
• If we do not receive the right payment within 3 days of the order, we may cancel the order. We will tell you before we do this, where we can.
• If you pay after the order was cancelled, or you pay the wrong amount, contact us with your payment proof. We will either reinstate the order, if the goods are still available, or refund you.
• You can also cancel an unpaid order yourself at any time by contacting us.

5. When a seller cannot fulfil an order#

Sometimes a seller cannot fulfil an order, for example because the goods are out of stock, damaged, or no longer available, or the price in the Listing was wrong. The seller must report this to us promptly. We then cancel the order, or the affected part of it, and refund you in full, including the delivery charge for that part. Sellers who often cancel orders can lose visibility, have their account limited, or be suspended under the Seller Agreement.

6. When we cancel an order#

We may cancel an order, or part of it, if we reasonably believe that: there is a fraud or a payment problem; the price or another detail was obviously wrong; the order breaks our Terms or the law; the goods cannot be delivered to your address; or an authority requires it. If we cancel an order, any money you paid for it is refunded as set out in section 8.

7. Baskets with several sellers#

If your basket includes items from several sellers, each seller's part is a separate sale with its own status. You can ask to cancel one seller's part while the others continue. The delivery charge for the cancelled part is refunded with it.

8. Refunds after a cancellation#

• Cash on delivery. You have paid nothing, so there is nothing to refund.
• Bank transfer and Raast. We refund the amount you paid for the cancelled order to your bank account or Raast ID, or by another method we agree with you. We aim to send the refund within 7 working days after the cancellation is confirmed. Your bank may need extra time to show it.
• If a cancellation is your fault, such as a refused or failed delivery, a fair delivery cost may be kept, as set out in our Shipping Policy.
• Loyalty points earned on a cancelled order are removed. A coupon used on a cancelled order is not given back unless the cancellation was caused by the seller or by us.

9. Made-to-order, wholesale and similar orders#

Orders for goods that are made or changed for you, large wholesale orders, and orders for services may have their own cancellation terms, for example a cut-off time or a part payment that is not refundable once work has started. Such terms must be shown clearly on the Listing before you buy. They apply to that order, but they never reduce a right that the law gives you.

10. Repeated cancellations and refusals#

Repeated cancellations, refused parcels or orders that are never paid cost sellers and couriers real money. If this happens often on your account, we may limit cash on delivery, ask for payment in advance, or limit the account, as set out in our Terms & Conditions.

11. Your legal rights#

Nothing in this policy limits any right you have under consumer protection law or any other law that cannot be excluded.

12. Contact us#

To cancel an order or ask about one, please use support@tnt024.com or our Contact us page and include your order number.

THE NEST, managed by AH
Lahore, Punjab, Pakistan

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