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Complaints/Dispute Resolution Policy

Last updated: 8th of September, 2025

This Complaint and Dispute Resolution Policy explains how we handle customer complaints and concerns. In this policy:

  • “we”, “us”, "ukimart" and “our” mean Ukimart; and

  • “you” and “your” mean our customers and users of our services.

We value our customers and take all concerns and complaints seriously. We are committed to handling complaints in a fair, timely, and transparent manner.

 

1. How to Make a Complaint

If you have a complaint, concern, or are dissatisfied with any aspect of our services, you can contact us in the following ways:

Please provide as much detail as possible, including your name, contact details, and a description of the issue, as well as the order ID or order request ID if related.

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2. Our Process

  1. Acknowledgement – We will aim to acknowledge receipt of your complaint within 1 business day.

  2. Review – We will investigate your complaint fairly and carefully, gathering all relevant facts.

  3. Response – We will aim to provide a proposed solution within 7 business days of receiving your complaint.

  4. Resolution – We will work with you to achieve an outcome that is fair, reasonable, and as closely aligned with your expectations as possible.

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3. Escalation

If you are not satisfied with the initial outcome, you may request that your complaint be escalated for further review by management.

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4. Commitment

We are committed to resolving complaints in good faith and to continuously improving our services based on customer feedback.

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5. Contact Us

If you have any questions about this policy, please contact us through our support form or via email at ukimart.au@gmail.com.

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