Return, Refund & Cancellation Policy

Effective Date: November 2025  
Entity Name: Omaimz Marketing Private Limited  
Brand Name: Om Market Stores  
Registered Office: Mumbai, Maharashtra, India  
Contact Email: [email protected]

1. Introduction

This Return, Refund, and Cancellation Policy (“Policy”) outlines the procedures for product returns, refunds, and order cancellations for purchases made on the Om Market Stores platform (“Platform”), owned and operated by Omaimz Marketing Private Limited (“Company”, “we”, “our”, “us”).

By placing an order on the Platform, you (“Customer”, “Buyer”, or “User”) acknowledge and agree to the terms of this Policy.

2. Scope & Applicability

This Policy applies to:

• All customers purchasing goods via Om Market Stores; and
• All registered sellers/vendors listing products on the Platform.

Each seller is required to follow this Policy and comply with applicable laws.

3. Return Policy

3.1 Eligibility for Returns

Products may be eligible for return under the following conditions:

• The product delivered is defective or damaged;
• The product differs from the description or specifications provided;
• The wrong product or variant is delivered;
• Accessories or components listed in the product description are missing.

3.2 Non-Returnable Items

The following categories are not eligible for return:

• Beauty, personal care, sanitary, innerwear, or hygiene-related products (for health and safety reasons)
• Items clearly marked as “Non-returnable” on the product page
• Items damaged due to misuse, improper handling, or unauthorized modifications

3.3 Return Process

• Customers must raise a return request within 3-4 calendar days of delivery via their Om Market Stores account or customer support.
• Products must be returned in unused condition, with original packaging, tags, and invoices intact.
• After approval, a reverse pickup will be arranged by our logistics partner.
• Returned products will be verified by the seller before a refund is initiated.

4. Refund Policy

4.1 Refund Eligibility

A refund is issued when:

• The returned product successfully clears quality inspection;
• An order is cancelled before shipment;
• A seller fails to dispatch the product within the expected timeframe.

4.2 Refund Timelines

Customers will receive the refund amount is 3-4 working days in same payment mode  
Refunds will be made to the original payment method or to the store wallet (if chosen by the customer).

4.3 Deductions (If Applicable)

Refunds may be adjusted for:

• Non-refundable shipping charges
• Discounts, promo codes, or cashback used on the order
• Payment gateway or transaction charges for prepaid order cancellations

5. Cancellation Policy

5.1 Customer Cancellations

• Customers may cancel an order before it has been shipped.
• Once shipped, an order can no longer be cancelled and must follow the return process.
• Refunds for prepaid cancellations are processed within 7–10 working days.

5.2 Seller Cancellations

A seller may cancel an order if:

• The product is out of stock;
• There is a pricing/listing error;
• Quality checks fail before shipping.

In such cases, customers will receive a full refund.

6. Refund Policy

• Refund can be requested for eligible products, subject to availability.
• A Refund order will be confirmed only after the returned product is picked up and verified.

7. Logistics & Reverse Pickup

• Reverse pickup will be arranged by authorized logistics partners.
• If reverse pickup is not available at the customer’s location, the customer may be asked to self-ship the product.
• Self-shipping charges will be reimbursed upon submission of a valid courier receipt (as per policy terms).

8. Vendor Responsibilities

Vendors must:

• Accept and respond to valid return/refund requests within stipulated timelines;
• Ensure proper packaging and timely dispatch;
• Comply with quality standards to minimize return issues.

Non-compliance may result in penalties, suspension, or payment withholding.

9. Platform’s Role

Om Market Stores acts as an intermediary between customers and sellers.  
While we facilitate logistics and refunds, the Company is not directly liable for product quality, delays, or seller performance.  
However, the Platform reserves the right to mediate disputes and make final decisions when necessary.

10. Dispute Resolution

For any dispute related to returns, refunds, or cancellations:

• Customers may contact: [email protected]
• The Platform will review the issue and attempt to resolve it within 10 working days.
• The decision made by Om Market Stores will be final and binding.

11. Changes to This Policy

Om Market Stores may update or modify this Policy at any time.  
Revisions will be posted on the Platform, and continued usage will constitute acceptance of the updated terms.

12. Contact Information

Customer Support & Grievance Officer  
Omaimz Marketing Private Limited  
Email: [email protected]  
Location: Mumbai, Maharashtra, India