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Buyer's Protection on Omega Mart
Every purchase on Omega Mart is backed by a clear review process. If a piece arrives damaged, incorrect, or not as described, our team steps in and reviews the order together with you and the stall that sold it.
What This Covers
- Item arrived damaged
- The wrong item was sent
- The order does not match the listing
- Support is available within our 3-day return window
What Buyer Protection Means
- Every stall is reviewed before it opens to buyers. We check new sellers before their store goes live on the Platform.
- Cash on delivery is available, so you can pay when the order arrives, you're not asked to pay upfront to a stall you haven't received anything from yet.
- If something arrives damaged, incorrect, or not as described, you can report it within 3 days of delivery (or refuse it instantly at the door, before you even accept it, see below).
- We review every claim with both the buyer and the stall before deciding the next step, it's not automatic on either side, but it's not left unresolved either.
If Something Goes Wrong
- Inspect at the door. You can check the item in front of the delivery rider before accepting it. If something's clearly wrong, damaged, incorrect, doesn't match the listing, you can refuse it on the spot.
- Keep the packaging and take photos. If the issue only shows up after you've accepted the order, keep the original packaging and take a few clear photos (or a short video) of the problem.
- Contact us within 3 days of delivery. Reach out through your order history on the Platform, or contact support directly, with your order number and a description of the issue.
- We review it with the stall. Our team looks at what you've reported alongside the stall's side of the story before deciding on a resolution.
- If the claim is valid, we help arrange the fix, replacement, exchange, refund, or another resolution, as set out in our Return, Refund and Exchange Policy.
Two Things Worth Knowing Before You Order
Cash on delivery still applies as usual, you pay when the order arrives at your door, not before.
For made-to-order pieces, the lead time shown on the product page is part of the buying decision. Many items on Omega Mart are handmade or made to order by small artisan stalls, so production takes real time. Please review the stated lead time before placing your order, Buyer Protection is there to fix real problems (damage, wrong item, mismatched listing), not to override a lead time or product detail that was already disclosed to you at checkout.
What Buyer Protection Does Not Cover
- Change of mind after inspecting and accepting the item, once the 3-day window has passed.
- Delays caused by a lead time that was clearly disclosed on the product page before you ordered.
- Natural handmade variation in color, texture, or finish that is common to the craft and wasn't misrepresented in the listing.
- Damage caused after delivery (e.g., through use, washing, or mishandling).
Full eligibility rules, refund methods, and who covers return shipping in each case are set out in our Return, Refund and Exchange Policy.
How We Vet Stalls
Every stall on Omega Mart goes through a review before it's allowed to open to buyers. We also monitor ongoing performance, cancellation rates, delivery accuracy, and buyer complaints, and act on repeated issues under our Vendor Terms and Conditions (which can lead to a stall being suspended or permanently removed from the Platform).
Escalating a Dispute
If you've reported an issue and aren't satisfied with the outcome, you can ask our support team to escalate the review. We aim to resolve every claim fairly and promptly by looking at both sides, the order details, your evidence, and the stall's response.
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