1. Request window
A Customer should submit a complaint or return request within seven calendar days after delivery. A longer period applies where mandatory law, a warranty or the Seller’s written offer requires it.
2. Eligible reasons
- Wrong product, quantity, color, size or material compared with the confirmed order.
- Product arrived damaged, defective, unsafe or materially different from the listing.
- Missing item or a verified delivery/COD problem.
- Other rights provided by mandatory consumer law.
3. Normally ineligible reasons
Subject to mandatory law, a return may be declined for change of mind after use, damage caused after delivery, missing packaging where it is reasonably necessary, hygiene/sealed goods opened without defect, custom/personalized products, perishables, or incomplete/false evidence.
4. How to submit
- Open the Customer order and choose Complaint / Return Request.
- Select the issue type and describe the facts accurately.
- Keep the product, packaging, receipt and available photo/video evidence.
- Do not return an item to an unconfirmed address.
- Wait for the Seller/Owner review and return instructions.
5. Seller response and return address
The Seller must maintain a valid local return address, respond promptly, avoid retaliation, and cooperate with evidence review. Where a return is approved, the Seller should provide clear packing, courier and deadline instructions.
6. Refund or replacement
Because COD cash is collected by the Seller or courier, an approved refund is paid by the Seller—not from OnezaMall-held customer funds. Depending on the case, the resolution may be replacement, repair, partial refund or full refund. The Seller should update the order and provide evidence of completion.
7. Return delivery cost
Where the Seller supplied the wrong, defective, damaged or materially misdescribed product, the Seller should bear reasonable return/replacement delivery cost unless mandatory law provides otherwise. For an approved discretionary change-of-mind return, the Customer may bear the cost where lawfully disclosed.
8. Escalation
OnezaMall may monitor the complaint, correct a timeline status, request evidence, suspend a Seller or record a resolution. Users retain any mandatory right to approach a competent consumer body, regulator or court.