Obazaar Refund, Return & Dispute Policy

Obazaar is a marketplace platform connecting customers with verified micro and home-based businesses across Oman. Because Obazaar works with multiple independent vendors, all refunds, returns, and disputes are handled through a structured process designed to ensure fairness, transparency, and fraud prevention.

Our goal is to protect both customers and vendors while maintaining a trusted and reliable shopping experience.

A return or refund request may be approved only under specific conditions.

Returns may be accepted if:

• The customer received the wrong item
• The item arrived damaged or defective
• The order was incomplete or missing components
• The product does not match the description in a material way
• Delivery was not completed within the promised timeframe

For safety, hygiene, and vendor fairness, the following items are generally non-returnable:

• Custom-made or personalized products
• Beauty, cosmetic, or hygiene products that have been opened
• Food, beverages, or perishable goods
• Items that have been used, worn, or altered after delivery
• Digital products or services (if applicable)

Obazaar reserves the right to reject return requests that do not meet eligibility criteria.

Customers must submit return or refund requests within the following timeframes:

• Damaged or incorrect items: within 24 hours of delivery
• Other eligible returns: within 3 days of delivery

Requests submitted after these periods may not be accepted.

To reduce misuse and ensure fair decisions, all refund or return claims must include supporting evidence, such as:

• Clear photos of the item
• Photos of packaging (if damaged)
• Order number and delivery confirmation
• Explanation of the issue

Requests without evidence may be declined.

To ensure order accuracy, reduce refund disputes, and protect marketplace transaction integrity, Obazaar applies a delivery confirmation process.

Upon delivery:

• Customers are required to confirm receipt of the order through signature, OTP verification, or delivery acknowledgment.
• Customers are encouraged to inspect the delivered item at the time of delivery.

Immediate Return Option

If the customer identifies an issue at the time of delivery, such as:

• Wrong item delivered
• Visible damage
• Missing components

The customer may return the item immediately with the delivery representative.

In such cases:

• The return will be recorded as an immediate delivery return
• A refund will be initiated back to the original payment method after verification

Post-Confirmation Returns

Once an order has been confirmed as received in good condition, return requests may be limited to cases involving:

• Hidden manufacturing defects
• Material issues not reasonably detectable at delivery

Obazaar reserves the right to decline return requests for issues that were confirmed as acceptable at the time of delivery.

Refunds are not automatic. All requests go through the following process:

1. Customer submits a return/refund request through Obazaar support
2. Obazaar reviews the claim and evidence
3. Vendor is contacted for confirmation (if required)
4. Obazaar issues a decision within 3–7 business days

Obazaar reserves the right to approve or reject any claim based on policy compliance.

If approved, refunds are processed as follows:

• Refunds are issued only to the original payment method
• No cash refunds are provided
• Refund processing time depends on the bank and payment provider
• Refunds may take 5–14 business days to appear in the customer's account.

Because Obazaar is a marketplace, vendors are expected to meet strict operational and service standards.

Vendors may be held responsible for refunds or disputes resulting from:

• Incorrect items
• Poor packaging or damage
• Misleading product descriptions
• Repeated delivery failures
• Failure to process orders within expected timeframes

Store Availability & Order Processing

Vendors are fully responsible for managing the availability of their store on the Obazaar platform, including:

• Opening their store only when able to fulfill orders
• Closing or pausing their store during periods of unavailability
• Processing incoming orders in a timely manner

If a vendor's store is marked as open and an order is not processed due to vendor unavailability or negligence, Obazaar may take corrective action.

Vendor Strike System

To maintain marketplace reliability, Obazaar operates a strike-based accountability system:

• Vendors may receive a strike for unprocessed or ignored orders while their store is open
• Repeated operational failures harm customer trust and increase refund risk

A total of five (5) strikes may result in:

• Temporary suspension of the vendor's store
• Additional review and possible removal from the platform

Obazaar reserves the right to enforce these measures to ensure service quality and reduce refund volume across the marketplace.

To ensure marketplace trust and reduce refund risk, Obazaar operates a tier-based payout system:

• New vendors begin with longer payout cycles
• Vendors with low refund and dispute rates earn faster payout eligibility
• Vendors with high complaint or refund ratios may face delayed settlements

This structure ensures platform-wide stability and responsible vendor operations.

Customers are encouraged to contact Obazaar support before initiating any bank chargeback.

If a chargeback or dispute is opened through the bank:

• Obazaar may request evidence such as delivery proof and transaction reference numbers (RRN)
• The dispute will be handled according to card network regulations
• Fraudulent or abusive dispute behavior may result in account restrictions

Obazaar reserves the right to refuse return/refund requests if:

• Evidence is missing or inconsistent
• The item is not eligible
• The request is outside the allowed timeframe
• There is repeated misuse of the refund system

For all refund, return, or dispute inquiries, contact:

📩 [email protected]
📞 +968 9630 3202