Return, Refund and Exchange Policy

1. The Return Window

You have two points at which you can return or refuse an item:

1. At the doorstep (instant return): When your order arrives, you may inspect the product in front of the delivery rider before accepting it. If it is damaged, incorrect, or clearly not as described, you can refuse it on the spot, no need to accept it first.
2. After delivery (3-day window): If an issue only becomes apparent after you've accepted the order (e.g., a defect not visible from the packaging), you have up to 3 days from the date of delivery to report it and request a return, refund, or exchange.

Requests made after the 3-day window will generally not be eligible, except at Omega Mart's discretion in exceptional cases.

2. What Is Eligible for Return

You may request a return, refund, or exchange if:

• The item arrived damaged or defective.
• The wrong item was sent (different from what you ordered).
• The item does not match its listing, meaningfully different in material, size, color, or description from what was shown on the product page.

3. What Is Not Eligible for Return

• Change of mind after inspecting and accepting the product at delivery, once the 3-day window has passed without a reported issue.
• Made-to-order or custom items produced to your specifications (e.g., custom sizing, personalization, made-to-order craftsmanship), once production has started, unless the finished item is damaged, defective, or does not match what was agreed.
• Minor, natural variations inherent to handmade goods (e.g., slight variation in color, texture, or finish between the photographed sample and the handmade piece), where this is common to the craft and was not misrepresented.
• Products that were correctly delivered as described but where the lead time disclosed on the product page was simply longer than expected, a disclosed lead time is part of the buying decision and is not, by itself, grounds for a return.
• Items showing signs of use, washing, alteration, or damage caused after delivery.
• Free gifts, promotional items, or items explicitly marked as non-returnable on the listing.

4. How to Request a Return

1. At delivery: Simply inspect the item in front of the delivery rider and decline to accept it if there's a problem, this is resolved instantly, no separate request needed.
2. After delivery (within 3 days): keep the original packaging and take clear photos or a short video of the issue; go to your order history on the Platform, or contact support at support@omegamartbd.com or +88 01853 837221, and describe the issue with your order number; our team will review the claim together with the relevant stall and respond with a resolution, typically a replacement, exchange, or refund.

5. Return Shipping Costs

Who bears the cost of return shipping is assessed case by case, depending on the cause of the return:

• If the issue is due to a Vendor/stall error (wrong item sent, item not as described, manufacturing defect) or a delivery/logistics error, Omega Mart covers the return shipping cost.
• If the return is for a reason outside these categories (e.g., a request made outside policy that Omega Mart chooses to honor as a courtesy), the Buyer may be asked to cover return shipping.
• In all cases, our support team will confirm who covers the shipping cost before your return is processed, so there are no surprises.

6. Refunds

Once a return is approved:

• Cash on Delivery orders are refunded via bKash, Nagad, Rocket, or bank transfer to the details you provide.
• Online payment orders are refunded to the original payment method where possible, or via bKash/Nagad/Rocket/bank transfer if the original method cannot be reversed.
• Refunds are processed after the returned item is received and verified (for post-delivery returns), or immediately for items refused at the doorstep.
• Refund processing typically takes a few business days after approval; exact timing can vary depending on your bank or mobile financial service provider.

7. Exchanges

If you'd prefer an exchange (e.g., different size or a replacement unit) rather than a refund, let our support team know when you report the issue. Exchanges are subject to stock availability at the relevant stall; if the same or an equivalent item isn't available, we'll offer a refund instead.

8. Order Cancellations

• Orders can be cancelled free of charge before they are dispatched.
• Once dispatched, an order can no longer be cancelled and instead falls under this Return, Refund and Exchange Policy.
• Made-to-order items may enter production shortly after confirmation, cancellation may not be possible once production has started. This will be indicated on the relevant product listing where applicable.

9. Disputes

If you're not satisfied with how a return, refund, or exchange request was handled, you can escalate it through our Buyer's Protection Policy, which sets out how Omega Mart reviews disputes between Buyers and stalls.