Effective Date: July 21, 2025
Last Updated: July 21, 2025

At MartMela.com, we understand that sometimes you may need to cancel an order. This Cancellation Policy outlines the conditions and process for canceling orders on our multivendor platform.

Since MartMela connects buyers with multiple independent sellers, cancellation requests are subject to both MartMela’s platform rules and the individual seller’s order processing status.

1. Order Cancellation by Customer

You may cancel your order if:

• The order has not yet been shipped or confirmed by the seller.

• You request the cancellation within a reasonable time (preferably within 1 hour of placing the order).

How to Cancel:

1. Log in to your MartMela account.

2. Go to My Orders.

3. Select the order and click “Cancel Order”.

4. Provide a valid reason (optional).

If the seller has not yet processed or shipped the order, your cancellation will be approved automatically or manually within 24 hours.

2. When Cancellation Is Not Allowed

You cannot cancel an order if:

• The product has already been shipped or marked as dispatched.

• The product is custom-made, perishable, or marked as “non-cancellable”.

• You repeatedly cancel orders without valid reasons (this may lead to account restrictions).

In such cases, you may wait for delivery and then request a return or refund (if eligible under our Return/Refund Policy).

3. Order Cancellation by Seller

A seller may cancel your order in the following situations:

• The item is out of stock or unavailable.

• The shipping address is invalid or undeliverable.

• There is a pricing or listing error.

If a seller cancels the order, you will be notified by email and receive a full refund.

4. Refund for Cancelled Orders

If your order is cancelled (by you or the seller), you will receive a 100% refund:

• To your original payment method, or

• To your MartMela Wallet (faster processing, optional)

Refunds are typically processed within 2 to 7 business days, depending on your payment method.

5. Cancellation of Paid Orders

If your order has already been paid for and is eligible for cancellation:

• You will receive a full refund.

• No cancellation fee will be charged unless explicitly mentioned during checkout (rare cases like custom orders).

6. Contact Us for Help

If you're unable to cancel through your account or need urgent help, please contact us at:

📧 Email: [email protected]
📍 Address: MartMela.com, Kathmandu, Nepal

Our support team will assist you in verifying the order status and help with the cancellation if possible.