REFUND AND CANCELLATION POLICY

Bell Global Express

Effective Date: 19 November 2023

Last Updated: 9 November 2026

1. Introduction

At Bell Global Express, we are committed to providing customers with a reliable and satisfactory shopping and delivery experience.

This Refund and Cancellation Policy explains the conditions under which customers may request order cancellations, product returns, exchanges, and refunds when using our website and mobile applications.

By placing an order through Bell Global Express, you agree to the terms outlined in this policy, subject to your rights under applicable consumer protection laws.

2. Order Cancellation

Customers may request cancellation of an order before it has been processed or dispatched by the seller.

Cancellation requests may be considered under the following circumstances:

1. The customer placed an order by mistake.
2. The customer selected the wrong product or quantity.
3. The customer wishes to change the delivery address before dispatch.
4. The customer no longer requires the ordered product.
5. The seller is unable to fulfil the order.

Once an order has been dispatched or handed over to delivery personnel, cancellation may no longer be possible.

Customers should contact our support team as soon as possible when requesting an order cancellation.

3. Eligibility for Refunds

Customers may qualify for a refund under the following circumstances:

A. Order Not Delivered

If a customer has paid for an order that was not delivered and the failure is confirmed, the customer may be eligible for a refund.

B. Incorrect Product Delivered

If the product delivered differs significantly from the product ordered, customers may request a return or refund.

C. Damaged or Defective Products

Customers who receive damaged, defective, or unusable products may request a refund or replacement, subject to verification.

D. Duplicate Payments

Where a customer is charged more than once for a single order, the duplicate payment may be refunded after verification.

E. Order Cancelled by Seller

If a seller cancels an order after payment has been completed, the customer may be entitled to a refund of the amount paid for the cancelled order.

F. Other Valid Circumstances

Refunds may also be considered where circumstances justify a refund under applicable consumer protection laws or our customer service procedures.

4. Non-Refundable Situations

A refund may not be approved in circumstances such as:

1. The customer changes their mind after an order has been successfully delivered, except where return rights apply under applicable law.
2. The customer provides an incorrect delivery address.
3. The customer refuses delivery without a valid reason.
4. The product has been damaged through misuse or improper handling by the customer.
5. The customer cannot provide sufficient information to support a refund claim.

These exclusions do not override any mandatory consumer rights provided by applicable law.

5. Product Return Conditions

Where a product return is approved, customers may be required to:

1. Provide proof of purchase or an order reference.
2. Return the product in its original condition, where reasonably possible.
3. Include original packaging and accessories where applicable.
4. Provide photographs or other evidence of damage or incorrect delivery.
5. Follow the return instructions provided by our support team.

Certain products may be subject to additional return conditions because of their nature, hygiene requirements, or applicable legal restrictions.

6. Refund Request Procedure

Customers who wish to request a refund should follow these steps:

1. Contact Bell Global Express through the website, mobile application, or customer support channels.
2. Provide the relevant order number or transaction reference.
3. Explain the reason for the refund request.
4. Provide supporting photographs, receipts, or other relevant evidence where necessary.
5. Wait for our support team to review the request and communicate the