Cancellation & Refund Policy

1How Orders Are Processed — Why Timing Matters

GB24 facilitates purchases from international retailers on your behalf. Once we place an order with a retailer, our ability to cancel it or obtain a refund depends entirely on that retailer's own policies, which vary widely. Your cancellation and refund rights therefore depend on the stage your order has reached when you request a cancellation.

Most order actions — including viewing order status, tracking shipments, selecting your collection centre, and submitting cancellation requests — can be managed directly through the GB24 app.

2Order Cancellation

2.1 Stage 1 — Before Order Placement (Full Refund)

You may cancel your order for any reason and receive a full refund of all amounts paid, including the service fee, provided that you request cancellation before we have placed the order with the retailer.

• Submit your cancellation request directly through the GB24 app (My Orders → Cancel Order).
• Once we confirm that the order has not yet been placed with the retailer, a full refund will be initiated within 5 business days.
• We process orders promptly after payment is received. If you wish to cancel, act immediately. We cannot guarantee cancellation at this stage if a delay occurs in your request reaching us.

2.2 Stage 2 — After Order Placement, Before Shipment from Retailer (Conditional Refund)

Once we have placed the order with the retailer, cancellation is subject to the retailer's own cancellation and return policy.

• If the retailer accepts a cancellation without penalty, we will refund the product cost minus our non-refundable service fee (7% of the product value, capped at 25,000 FCFA for 1–5 items or 50,000 FCFA for 6 or more items in a single order).
• If the retailer charges a restocking fee or cancellation fee, that fee will be deducted from your refund.
• If the retailer does not accept cancellations after placement, no refund is available for the product cost.
• In all cases at this stage, the service fee is non-refundable.
• We will notify you of the retailer's response and the refund amount, if any, within 5 business days of receiving your cancellation request.

2.3 Stage 3 — After Shipment from Retailer, Before Arrival at Berlin Hub (No Cancellation)

Once the retailer has shipped the product to our Berlin hub, we are unable to redirect or stop the shipment. Cancellation is not available at this stage.

Your options at this stage are limited to a return after delivery to you (see Section 3 below).

2.4 Stage 4 — After Arrival at Berlin Hub, Before Dispatch to Cameroon (Exceptional Cancellation)

If you make a cancellation request after the product has arrived at our Berlin hub but before we have dispatched it to Cameroon, we may, at our discretion, attempt to arrange a return to the retailer.

• This is subject to the retailer's return policy and timeline.
• If a return is arranged, any retailer-imposed return shipping costs and restocking fees will be deducted from your refund.
• Our service fee and any costs already incurred at the Berlin hub (inspection, handling) are non-refundable.
• We cannot guarantee that a return will be accepted by the retailer at this stage.

2.5 Stage 5 — After Dispatch from Berlin Hub (No Cancellation)

Once your package has departed our Berlin hub en route to Cameroon, cancellation is not available. The full delivery fee is non-refundable. This applies regardless of estimated delivery dates or transit delays.

3Returns

3.1 GB24 does not operate a return service as a standard offering. Because we facilitate purchases from international retailers, the logistics and costs of returning goods from Cameroon to a European retailer are substantial.

3.2 Where a product is materially defective, significantly misdescribed, or subject to a product recall, we will make reasonable efforts to assist you in pursuing a remedy with the retailer, including, where feasible, facilitating a return to the retailer via our Berlin hub.

3.3 Change-of-mind returns are not supported. Once you have taken possession of your order, you may not return it via GB24 simply because you no longer want the item.

3.4 Where a retailer's return window is still open and you wish to return an item for any reason accepted by the retailer, you may contact us through the GB24 app or at support@globalbuy24.com to enquire about return logistics. Any cost to return the item to Berlin or the retailer is entirely your responsibility. GB24 does not subsidise return shipping.

4Damage Claims

4.1 Damage claims are governed by Section 13 of our Terms of Service (globalbuy24.com/terms). Key provisions are summarised here.

4.2 You have 48 hours from the time you sign the collection receipt at a GB24 collection centre to report damage to the contents of your package. No damage claims will be accepted after this window has closed.

4.3 To submit a valid damage claim, email support@globalbuy24.com within the 48-hour window with: (a) photographs of the outer packaging and the damaged product; (b) a copy or photograph of your signed collection receipt; and (c) a written description of the damage.

4.4 If your damage claim is upheld following investigation, GB24 will offer one of the following remedies: replacement (subject to availability), a partial or full refund of the product cost, or a credit to your GB24 account.

4.5 GB24's liability for damage is limited to damage that occurred while the package was in GB24's custody and control (between the Berlin hub and the collection centre). Damage noted on the collection receipt as pre-existing outer packaging damage, and damage discovered beyond the 48-hour window, are excluded.

5Partial Orders and Multi-Item Orders

5.1 Where you have ordered multiple items in a single order, cancellation of individual items (partial cancellation) is possible only at Stage 1 (before order placement) or, if the items are ordered from different retailers, at Stage 2 for individual items not yet placed.

5.2 If only part of your order is affected by a damage claim, refunds or remedies will apply only to the affected items.

5.3 Delivery fees for partial orders are calculated based on the actual weight shipped and may not be proportionally refunded if only some items in an order are cancelled or returned.

6Retailer-Initiated Cancellations and Out-of-Stock Items

6.1 Occasionally, a retailer may cancel your order after we have placed it (due to stock running out, pricing errors, or their own compliance requirements). In such cases:

• We will notify you promptly upon receiving the retailer's cancellation notice.
• You will receive a full refund of all amounts paid, including the service fee, within 5 business days.

6.2 Where a product is out of stock after order placement but the retailer offers a substitute product, we will present this option to you through the GB24 app. You are under no obligation to accept a substitute. If you decline, you are entitled to a full refund as set out in Section 6.1.

7Refund Processing

7.1 Method. Refunds are returned via the same payment method used for the original payment (i.e., through Fapshi to your original mobile money account). We are unable to issue refunds to a different account or payment method without your providing written confirmation and evidence of your identity.

7.2 Timeline. Approved refunds will be initiated by GB24 within 10 business days of the approval decision. Actual receipt of funds in your mobile money account may take an additional 1–5 business days depending on your mobile money operator.

7.3 Currency. Refunds are issued in the currency in which the original transaction was settled. Where currency conversion is required, GB24 uses the prevailing exchange rate at the time of the refund. GB24 accepts no liability for exchange rate fluctuations between the time of payment and the time of refund.

7.4 Confirmation. We will send you a refund confirmation notification through the GB24 app and, where applicable, by email once the refund has been initiated on our end.

8Non-Refundable Amounts

The following are non-refundable in all circumstances unless expressly stated otherwise in this Policy:

9Amendments to This Policy

9.1 We reserve the right to amend this Policy at any time. Amendments will be posted at globalbuy24.com/refunds and you will be notified through the GB24 app for material changes. For active orders at the time of an amendment, the version of this Policy in effect when the order was placed will apply.

10Contact Us

To submit a cancellation request, refund request, or damage claim, or for any questions about this Policy. Most order actions can be managed directly through the GB24 app (My Orders).

• Company: GlobalBuy24, Marzahner Promenade 8, 12679 Berlin, Germany
• Email: support@globalbuy24.com
• Website: globalbuy24.com
• Refund Policy: globalbuy24.com/refunds

Please include your order number in all communications.