Dispute & Return Policy
Refund Resolution Policy
At Oma.ng, every buyer and seller deserves a fair and secure experience. Our Refund & Dispute Resolution Policy protects all parties by ensuring issues are handled transparently and without bias.
This policy protects you against fraud, misrepresentation, non-delivery, damaged products, and disputes during transactions.
Refund Policy
When Can You Request a Refund?
- Product not delivered within agreed timeframe.
- Product delivered damaged, defective, or significantly different from description.
- Seller fails to communicate or provide required updates.
- A service not rendered or delivered below agreed standards.
- Seller ignores or fails to respond within a reasonable time.
Note: Refund requests must be made during the escrow holding period before funds are released to the seller.
How to Request a Refund
- Log in and go to Your Orders in your dashboard.
- Click on "Request Refund" for the relevant order.
- Submit proof (photos, videos, chat logs, or delivery evidence).
- Seller is notified and has up to 72 hours to respond.
- If accepted, refund is credited to your Oma.ng dashboard wallet. If not, it escalates to Oma.ng’s Dispute Team.
Processing Time: Once approved, refunds appear in your Oma.ng wallet within 3–5 working days. You may use these funds for future purchases or withdraw them to your bank account.
Dispute Resolution Process
If the seller contests a refund request, Oma.ng provides a neutral mediation process:
- Evidence Review: Buyer and seller submit supporting evidence (photos, delivery proof, chat logs, etc.).
- Mediation: Oma.ng’s Dispute Team reviews and may request more details.
- Decision:
- Full or partial refund credited to buyer’s wallet.
- Funds released to seller if claims are unsubstantiated.
- Return of product required before refund in certain cases (responsibility for return shipping decided case by case).
- Closure: Decision is final and binding under our terms of service.
Delivery & Return Policy
Delivery Guidelines
- Sellers must deliver items within the timeframe stated in their listing after escrow confirmation.
- Buyers receive shipping updates and estimated delivery dates.
- Delivery partners must take proof-of-condition photos at pickup and upload them in the Oma.ng app.
- Customers confirm delivery by signing or acknowledging receipt.
Return Eligibility
- Delivery delay beyond agreed timeframe.
- Damaged, incomplete, or wrong item delivered.
- Product not matching description or expectations.
Return Window
Buyers must initiate a return within 72 hours of delivery. After this, escrow funds are released to the seller automatically.
Return Process
- Buyer initiates return request from dashboard with supporting proof.
- Seller reviews and responds (accept or dispute).
- If accepted, refund is credited to buyer’s Oma.ng wallet.
Return Shipping
- Seller covers return shipping for wrong, defective, or damaged items.
- For other cases, buyer and seller may agree on who pays.
Refund Timeline
Refunds are credited to the buyer’s Oma.ng dashboard wallet within 3–5 business days after approval. Buyers can use the balance for new orders or withdraw to bank.
Important Guidelines
- Only transactions completed on Oma.ng are covered under this policy.
- Transactions outside Oma.ng are not protected.
- Misusing the dispute system may lead to suspension or account removal.
- Fraudulent claims will result in permanent ban and possible legal action.
- Respectful communication is encouraged to avoid unnecessary disputes.
Buyer & Seller Protection Guarantee
Our Escrow System protects all parties:
- Buyers: Payment is only released once you confirm satisfaction.
- Sellers: Guaranteed payment once items are delivered correctly.
- Delivery Partners: Protected through proof-of-condition uploads.
- Refunds: Always credited to buyer’s Oma.ng wallet for flexibility and speed.