1. All Sales Are Final
Due to the nature of our products — fast-moving consumer goods (FMCG) including beverages, soft drinks, and snacks — we do not accept returns, exchanges, or refunds once an order has been dispatched, is in transit, or has been delivered. This policy is in place to uphold product safety, quality, and hygiene standards for all our customers. No refund will be issued under any circumstances after dispatch.
2. Damaged or Defective Packages
If your package arrives damaged, leaking, or with visible defects, please contact our customer service team immediately. We will review your case and work with you toward a fair resolution, which may include a partial or full refund at our discretion, depending on the circumstances and evidence provided.
To help us resolve your issue quickly, please:
- Retain the original packaging and all damaged items.
- Take clear photos of the package, the damage, and the shipping label.
- Contact us within 48 hours of delivery with your order details and photos.
3. Wrong Item Sent
If you receive an item that does not match your order, please notify us within 48 hours of delivery. To be eligible for a resolution, you must provide valid evidence including:
- A clear photo of the item(s) received, showing the product label or packaging.
- A clear photo of the packing list or invoice, if included.
- A clear photo of the sealed or unsealed package with the shipping label visible.
All submitted photos must be clear, unaltered, and complete. We do not accept images that are blurred, edited, cropped, watermarked, or otherwise manipulated. We reserve the right to refuse any claim where the provided evidence is insufficient, unclear, or does not support the reported discrepancy. All claims are verified against our internal packing records before a resolution is offered.
4. Order Refusal and Cancellation
KNA Omni Trading reserves the right to refuse to accept or to cancel any order that we deem risky or impractical to deliver. This includes, but is not limited to, orders destined for areas with known delivery restrictions, remote locations with unreliable courier coverage, addresses flagged for repeated failed deliveries, or any other circumstance where fulfillment would likely result in loss, damage, or excessive delay.
If we exercise this right, we will notify you as soon as possible and any payment collected will be refunded in full through the original payment method or marketplace channel.
5. Marketplace Purchases
If you purchased through a third-party marketplace such as Shopee, TikTok Shop, or Carousell, you must open a case or dispute on the respective platform before contacting us directly. We will only review claims that have been formally lodged through the marketplace's official return or dispute channel. This ensures the transaction record is documented and both parties are protected under the platform's terms.
6. Contact Us
For any return, damage, or refund inquiries, please contact us at cs@knaomni.store or use the contact form on our website.