Grievance Policy

This policy provides a structured process for raising and resolving complaints relating to the Omnity Center marketplace, orders, sellers, payments, delivery and related services.

A complaint may be raised by a customer, registered vendor or another person directly affected by a transaction or service provided through Omnity Center.

Complaints should be submitted through an available Omnity Center support channel with sufficient information for us to identify and review the matter.

• Order number, where applicable.
• Registered name and contact information.
• Description of the complaint.
• Product or vendor information where relevant.
• Supporting evidence where available.

Depending on the nature of the complaint, we may request reasonable supporting information.

• Product photographs.
• Unboxing video where relevant.
• Payment or transaction evidence.
• Invoice or order information.
• Relevant communication or delivery details.

Once sufficient information is received, Omnity Center may review order records, payment information, delivery status, vendor information and other relevant marketplace records.

Where a complaint relates to a vendor's product or fulfilment, Omnity Center may request information or clarification from the relevant vendor before determining the appropriate resolution.

We aim to review and resolve ordinary complaints as quickly as reasonably possible. Many matters may be addressed within approximately 3–5 working days after sufficient information is received.

Payment-related complaints may require verification with the applicable payment provider or banking channel.

Once a refund is approved and initiated, the final credit time may depend on the customer's bank or payment provider.

Delivery complaints may require coordination with the relevant seller, delivery executive or third-party logistics provider. Tracking and delivery records may be reviewed as part of the investigation.

Customers should report eligible damaged, defective, missing or incorrect product concerns promptly under the applicable Return & Refund Policy.

Photographs or an unboxing video may be requested where reasonably required to verify the claim.

Registered vendors may raise concerns relating to marketplace orders, returns, customer claims, account restrictions, payments or settlements and other marketplace operations.

Vendor complaints will be reviewed against applicable marketplace records, policies and Vendor Agreement terms.

If you believe a complaint has not been adequately addressed, you may reply to the existing support communication and request further review.

Complaint channels must not be used for threats, harassment, fraudulent claims, fabricated evidence or deliberate abuse of marketplace processes.

Omnity Center may investigate suspected misuse while preserving legitimate complaint rights.

Information submitted with a grievance will be handled in accordance with applicable privacy requirements and the Omnity Center Privacy Policy.

Relevant information may be shared with a vendor, payment provider, logistics provider or other party where reasonably necessary to investigate or resolve the complaint.

Omnity Center may update this Grievance Policy to reflect marketplace, operational, legal or regulatory developments.

The latest published version on the website will apply from its effective date, subject to applicable law.