Cancellation & Returns Policy

At SostaBiz, we are committed to providing a smooth, transparent, and trustworthy wholesale experience for all our store partners and manufacturers. We understand that sometimes orders need to be modified, cancelled, or returned, and we aim to support you through that process with clear and fair policies.

1. Order Cancellation Policy

For Store Buyers:

• You can cancel an order before it is accepted or processed by the manufacturer.
• Once an order is accepted and processing has begun, cancellation requests may be subject to approval by the manufacturer.
• In case of cancellation, the payment (if already made) will be refunded within 7-10 business days after confirmation.

Steps to Cancel:

• Go to your Orders section.
• Select the order you wish to cancel.
• Click on "Request Cancellation" and provide a valid reason.

Note: Repeated cancellation without valid reasons may affect your account privileges.

2. Returns Policy

Applicable Only In the Following Cases:

• Damaged product received
• Wrong item or quantity received
• Expired or defective products (for FMCG/beauty categories)

Return Conditions:

• You must raise a return request within 48 hours of receiving the order.
• Returned products must be unused, in original packaging, and accompanied by proof of issue (photos/videos).

Non-Returnable Items:

• Perishable goods (e.g., food items)
• Custom-made or specially ordered products
• Products listed as "Final Sale" or "Non-Returnable"

3. How to Request a Return

1. Log in to your SostaBiz Store account
2. Go to the My Orders section
3. Select the item and click on "Request Return"
4. Upload relevant photos or video evidence
5. Submit your request — you will receive a response within 2 business days

4. Refund Process

Once your return is approved and the product is picked up (if applicable), your refund will be processed within 7–10 business days.

Refunds will be made to your original payment method or your SostaBiz Wallet, based on your preference.

5. Manufacturer's Role

Manufacturers have the right to review and approve or reject cancellation or return requests.

SostaBiz may step in to mediate disputes to ensure fairness for both parties.

6. Need Help?

Effective Date: April 13, 2025