Last updated: 31 October 2026
Check the product conditions first
Return eligibility is product-specific. Before ordering, check whether an item is returnable, the stated return window and whether the package may be opened. A seller must state those conditions clearly; examples such as two or seven days are not a marketplace-wide default. If information is missing, ask before purchasing.
When the return window starts
For delivered orders, the stated return window starts when the delivery agent or courier records delivery complete, not when a customer later presses a received button. For pickup, retain the recorded collection confirmation and contact support if the recorded time is disputed.
Requesting a return
Contact the seller through the store details or email support@sfm4u.com with the order reference, affected items, reason and relevant evidence. Keep the item and packaging while the request is reviewed. Do not send an item to an unconfirmed return address. An opened package may require seller review under the disclosed item conditions; report wrong, missing, damaged or defective items promptly.
Cancellation and unavailable items
Request cancellation before collection or dispatch whenever possible. A request is not the same as a completed cancellation. Seller confirmation is required for the cancellation and any stock restoration. If some items are unavailable, the customer may choose a full cancellation or agree to receive only the available items with revised charges.
Refund timing and status
For an eligible paid cancellation confirmed by the seller, our recorded target is to process the approved refund within seven business days. Bank or payment-provider posting can vary. Support must confirm the approved amount, method and actual status; a requested or processing refund must not be described as completed. Automated online refunds are not currently represented as available when no compatible online payment integration is active.
Delivery and return charges
Any proposed retention of an already-incurred delivery charge or return-shipping charge must be explained and itemised before you accept the return arrangement. Responsibility may depend on the reason for return and the relevant seller, courier and payment process. Contact support for a disputed or seller-fault charge; these conditions do not remove mandatory consumer rights.
Escalation
If the seller does not resolve the issue, contact marketplace support with the order reference and the prior conversation. Do not send banking passwords, wallet PINs or one-time codes. Support will confirm the next available step; no unconnected courier-label or instant-refund service is promised.