Cancel an order

Q: Can I cancel my order?

• A: Yes, you can cancel an order as long as it has not yet been marked as “Shipped” or “Processing” by the vendor. Once a vendor begins preparing your items or hands them over to the courier, the order can no longer be cancelled and must be handled via our [Return Policy].

Q: How do I request a cancellation?

• A: Log into your account, go to My Orders, select the order you wish to stop, and click the “Cancel Order” button. If the button is not available, it means the order is already in the shipping phase.

Q: Will I get a full refund if I cancel?

• A: Absolutely. If the cancellation occurs before shipment, a 100% refund will be credited back to your original payment method (Mobile Money, Card, or EBGGH Wallet).

Q: Can a vendor cancel my order?

• A: Occasionally, a vendor may have to cancel an order due to stock issues or shipping restrictions. If this happens, you will be notified immediately, and your refund will be processed automatically.

Q: What if I accidentally ordered the wrong item?

• A: Speed is key! Please cancel the order immediately through your dashboard or email support@ebggh.com with your order number so we can halt the process before the vendor ships.