Cancellation Policy

Section 01

General Rule — No Buyer Cancellations

Once a buyer completes checkout and payment is confirmed, the order is binding. Buyers may not cancel orders for any of the following reasons:

• Changed their mind about the purchase
• Found the same book cheaper elsewhere
• No longer enrolled in the course
• Decided to borrow from the library instead
• Accidentally purchased the wrong listing

This rule protects sellers who may have already prepared the item for shipment, removed the listing from other platforms, or turned down other potential buyers in reliance on the confirmed sale.

Section 02

Requesting an Exceptional Cancellation

In rare cases involving genuine hardship or error, buyers may request a cancellation by emailing Remark support. All cancellation requests must be submitted to:

Your request must include:

• Your order number
• The reason for the cancellation request
• Any supporting documentation (if applicable)

We will review your request and respond within 1 business day. If approved, the seller is notified and the order is cancelled with a full refund issued to your original payment method (typically within 5–10 business days).

Cancellation requests are evaluated at Remark's sole discretion. Approval is not guaranteed and is granted only in cases that meet our reasonable cause guidelines (see Section 3).

Section 03

What Counts as a Reasonable Cause

Remark will consider cancellation requests that involve a genuine, verifiable problem that is not within the buyer's control. Examples that may qualify:

• A duplicate order was placed due to a technical error (e.g., double-click at checkout)
• A medical emergency or hospitalization prevents the buyer from receiving the package
• The seller has not yet shipped and explicitly agrees in writing to the cancellation
• The shipping address entered was demonstrably incorrect and the package has not yet shipped

Examples that will not qualify:

• General regret or dissatisfaction with the purchase decision
• Course schedule changes made after purchase
• Discovering a lower price elsewhere after checkout
• The item has already been shipped by the seller

Remark reserves the right to deny any request that does not meet our standards for reasonable cause, and our decision is final.

Section 04

Seller-Initiated Cancellations

Sellers are expected to fulfil all confirmed orders. However, a seller may request a cancellation in exceptional circumstances (e.g., the book was damaged after listing, or the item is no longer available) by contacting support before the shipping deadline.

If a seller-initiated cancellation is approved:

• A full refund is issued to the buyer's original payment method
• The seller receives an account strike for failing to fulfil the order
• Repeated seller-initiated cancellations may result in listing restrictions or account suspension

Sellers who habitually cancel orders will lose selling privileges on the platform.

Section 05

Automatic Cancellations (Seller Non-Shipment)

Remark's system automatically cancels orders and issues full refunds to buyers when a seller fails to ship within 7 calendar days of order confirmation and no carrier acceptance scan is recorded.

This is distinct from a buyer-requested cancellation — it is triggered automatically and does not require any action from the buyer. See the Refund & Dispute Policy for full details on this process.