Cancellation Carousell: Easy Method

What is Carousell

Overview

Carousell is a peer-to-peer online marketplace widely used in Singapore to buy and sell new and secondhand items locally.

The platform supports listings, direct buyer - seller chats, meet‑ups, and paid features for sellers and power users.

Platform nature

Carousell acts as a facilitator and does not pre‑screen every user or guarantee transactions.

Users should treat it as a marketplace rather than a traditional retailer with statutory return rights.

How to cancel Carousell

If you are a buyer

• Understand that buyers generally cannot cancel a transaction after committing; cancellations after commitment may be disallowed or penalised.
• Start by messaging the seller immediately and request cancellation or a refund; keep all chat records.
• If payment was made and seller agrees, request confirmation of refund method and estimated timing.
• If the seller refuses and the transaction is eligible for Buyer Protection, raise a dispute within the applicable window.

If you are a seller

• Sellers may cancel a deal before confirming delivery or a meet‑up; inform the buyer promptly and document the reason.
• When cancelling, process refunds according to the buyer’s payment method (example timings: PayNow within 24 h, DBS PayLah! within 2 h, card/debit refunds handled by card issuer).
• Keep screenshots of the cancellation and the refund confirmation to avoid future disputes.

What happens when you cancel

Account and access

Cancelling an individual deal does not delete your Carousell account or listings unless you take separate steps to remove them.

Subscription products (if any) are managed separately; canceling a deal does not automatically cancel a paid plan.

Renewal, listings and fees

Paid listing credits or promotional fees may not be refundable depending on the item-level or order-level refund rules.

Some cancellations trigger penalties or fines in special contexts (for example, certain shop or mini‑shop terms may impose 30 - 70% penalties).

Will I get a refund?

General policy

There is no general 14‑day cooling‑off right on Carousell for change‑of‑mind returns in Singapore.

Refunds are typically only available when the seller agrees or when a dispute under protection programs is accepted.

Exceptions and timelines

• Buyer Protection dispute windows differ by fulfilment type: tracked mail (7 days), untracked mail (11 days), meet‑ups (13 days).
• Refund processing depends on payment method: PayNow (within 24 hours), DBS PayLah! (within 2 hours), card refunds (approximately 5 - 10 working days through the card issuer).
• Delivery, platform and BNPL fees are refunded only for full‑order refunds; single‑item refunds typically exclude delivery and apportion fees.
• Certified Mobile items: a 7‑day return policy applies only for defects or items significantly not as described; change‑of‑mind returns are not accepted and warranty fees are non‑refundable.

Carousell plans and pricing

Subscription and paid plans

Carousell offers consumer and seller packages such as Carousell Plus and CarouBiz tiers with different coin allowances and seller tools.

Prices and features are subject to change; the table below lists plans available as specified.

Notes

Other optional fees (platform fees, promotions, BNPL fees, listing quotas) may apply depending on usage.

Verify current pricing in the app or official help pages before purchase.

Your consumer rights in Singapore

Cooling‑off and statutory rights

There is no statutory 14‑day cooling‑off right for online marketplace purchases in Carousell’s standard terms for change‑of‑mind.

Return or refund rights are typically governed by platform programs and seller agreement rather than an automatic statutory right.

How to preserve rights

• Raise disputes within the specified windows (7 - 13 days depending on fulfillment method).
• Keep evidence: photos, tracking numbers, payment receipts, and chat logs.
• Be aware that platform disclaimers limit liability for scams or account issues; exercise personal caution.

Customer experiences

Positive feedback

Many long‑time users praise Carousell for helping them declutter and find bargains.

Some users describe it as an indispensable app for local buying and selling.

Common complaints

Complaints include perceived poor customer service, account suspensions, difficulty obtaining refunds for warranties, and scam exposure.

Media coverage has highlighted calls for stronger safeguards after scam incidents on the platform.

For reported experiences, see a media article discussing scam concerns: Straits Times: scam protections.

Documentation checklist

For buyers

• Order or listing URL and screenshots of the listing.
• Chat logs showing agreement and any cancellation request.
• Payment receipts, transaction reference or bank confirmation (PayNow/DBS PayLah!/card statement).
• Tracking number or proof of collection for meet‑ups.

For sellers

• Proof of shipment or meet‑up confirmation and timestamps.
• Refund confirmations and transaction references when refunding a buyer.
• Condition photos and serial numbers for items, plus warranty documentation if applicable.
• Records of communications with the buyer and reason for cancellation.

Common mistakes

Before cancelling

Assuming you can freely cancel after committing is a common error; many transactions do not permit buyer cancellations without penalty.

Not discussing cancellation with the counterparty first can escalate the situation and close off amicable refunds.

During disputes

Failing to save evidence or missing dispute windows undermines the ability to obtain a refund under protection programs.

Refund expectations without checking the payment method timeline (e.g., card processing times) often cause unnecessary follow‑ups.

Comparative recap

Summary table

Key takeaways

Buyers should avoid assuming automatic cancellations or change‑of‑mind refunds on Carousell.

Sellers should document cancellations and refund promptly to reduce dispute risk.

After cancelling

What to do next

• Keep all cancellation and refund evidence until the matter is fully resolved.
• If a dispute is necessary, raise it within the platform windows and attach supporting documents.
• Monitor the buyer’s or seller’s payment channel for the refund according to the stated timeline.

Where to get help

For business product and listing quota information, see Carousell College pages: Listing quotas & fees.

For CarouBiz package details, see: CarouBiz packages.

For broader user reviews and reported experiences, view independent user feedback: Trustpilot: Carousell.sg.

Address

Registered address

79 Ayer Rajah Crescent, #03‑01, Singapore 139955

Contact note

This address is the primary registered company address and is relevant for official correspondence related to cancellations.

For in‑app or help‑centre support, use Carousell’s official help channels within the app.