A clear process when an order needs attention.

1. Before placing an order

Review product specifications, quantity, variant, total price, delivery charge and the applicable sourcing or fulfilment terms before committing. For bulk, product-specific, stored-inventory or dropshipping arrangements, ask SDB BUY to confirm cancellation and return conditions in writing before accepting the quotation.

Some products or order arrangements may carry specific restrictions or handling costs. Any applicable exclusions, restocking charges, return-shipping responsibilities and time limits should be stated in the quotation, order confirmation or service agreement rather than assumed.

2. Requesting a cancellation

If you need to cancel, contact SDB BUY as soon as possible and provide your order number and the reason. We will check the order status, payment status, order arrangement and whether dispatch or fulfilment has begun.

A cancellation may be easier before an order is packed or dispatched. Once stock has been committed, a parcel is in transit, or a dropship order has been delivered, cancellation may not be possible or may involve costs under the agreed terms. Do not assume an order is cancelled until SDB BUY confirms it in writing.

3. Damaged, missing, incorrect or faulty items

Report the problem promptly after discovering it. Include your order number, the affected product and quantity, a description of what happened, and clear photographs of the item, packaging and shipping label where relevant.

Keep the item and packaging in a safe condition while the request is reviewed. Do not dispose of, alter or ship back the affected goods unless instructed, as inspection or supporting evidence may be required. SDB BUY will review the report against the order details, delivery information, order terms and applicable law.

4. How to submit and follow a request

• Use the returns facility in your reseller workspace when the order is eligible for that workflow, or contact SDB BUY through the website’s Contact or Support options.
• Include the order number, product/SKU, quantity affected, reason for the request and any supporting photographs or documents.
• For a dropship order, do not instruct your customer to return goods to a return address until the return route has been confirmed.
• Keep copies of your messages and any authorization, label or return reference supplied by SDB BUY.
• Wait for the review outcome and next steps before promising a replacement, refund or return outcome to your own customer.

5. Return shipping and inspection

The authorized return address, packaging requirements, carrier, responsibility for return shipping and any inspection process will be confirmed for the individual case. Sending items to an unapproved address may delay the review or mean the goods cannot be matched to the request.

For wholesale or bulk orders, a return can involve multiple units or pallets and may require a separate collection or inspection arrangement. For dropship shipments, the agreed delivery route may determine which return options are available. The written terms for your order will explain any applicable costs and conditions.

6. Refunds and replacements

A submitted request is not a promise of a refund or replacement. After review, SDB BUY will communicate whether the request is approved, what amount or remedy applies, whether goods must be returned or inspected, and the expected next steps.

Where a refund is approved, the payment method, amount and processing timing will be confirmed for that transaction. Manual payment receipts are reviewed as evidence; a receipt upload alone does not prove that a transfer cleared. Any refund will be handled in accordance with the agreed terms and applicable law.

7. Your legal rights

This page does not take away rights that cannot be excluded under applicable law. If a mandatory consumer or business protection rule applies to your transaction, that rule takes precedence over any inconsistent wording here. The applicable result may depend on the contracting parties, destination and nature of the transaction.