We take complaints seriously. Not because we must, but because resolving them properly is what separates a trustworthy marketplace from one that simply moves product.
A complaint should lead somewhere. This policy explains what you can raise with us, how to do it, how long it takes to resolve, and what happens when the first response isn't good enough. It applies to all buyers and sellers using the iRazzh platform.
iRazzh is a marketplace facilitator. It does not manufacture, inspect, or certify products before they are listed. Where a complaint concerns a third-party seller's products or conduct, iRazzh investigates and enforces platform standards. The seller carries the underlying legal responsibility for their products and their conduct.
This policy works alongside iRazzh's other published policies. If your concern relates specifically to returning an item, cancelling an order, or a delivery delay, please also refer to the Return & Refund Policy, Cancellation Policy, and Shipping & Delivery Policy, as those processes may resolve your issue more directly and quickly than a formal complaint.
You may submit a complaint to iRazzh regarding any of the following:
For straightforward delivery delays, returns, or cancellations already governed by POL-003, POL-005, or POL-006, using the My Orders self-service flow will typically be faster than submitting a formal complaint.
The complaint process below is intended for matters that fall outside, or were not resolved through, those standard processes.
You may submit a complaint to iRazzh through any of the following channels:
Submitting your complaint with complete information, including your order number, a clear description of the issue, and any relevant photos, helps our team resolve it faster and reduces the need for follow-up requests.
iRazzh is committed to handling every complaint promptly and transparently. Our standard resolution timeline is as follows:
| Stage | Timeline |
| Acknowledgement | Within 24 business hours of submission |
| Initial Review | Within 2 business days |
| Resolution | Within 5 – 7 business days (complex cases: up to 14 business days) |
Where a complaint requires input from a third party, such as a seller, logistics partner, or payment provider, you will be informed of progress and any reasonable extension to the timeline above, together with the reason for the delay.
If you are not satisfied with the resolution provided, you may request escalation by replying directly to your resolution email and asking for your case to be reviewed by iRazzh's senior Customer Experience team.
Escalated cases are reviewed within 5 business days of the escalation request being received. The decision communicated at this stage represents iRazzh's final internal resolution. If you remain unsatisfied after escalation, you may pursue the regulatory recourse options outlined in Section 5.
Where a complaint concerns a third-party seller, iRazzh will investigate and may take action, including warnings, listing restrictions, compliance score updates, and suspension, under the Terms & Conditions and the Vendor Agreement.
iRazzh's role is to investigate, mediate, and enforce platform standards. It does not assume the seller's contractual or legal liability. The seller is solely responsible for the quality, accuracy, and consequences of their products and conduct.
Any confirmed violation against a seller is logged to their compliance score and may affect their platform ranking and commission rate per iRazzh's published schedule.
All complaints are treated confidentially and handled fairly, without discrimination or retaliation against the complainant. Submitting a complaint will not affect your ability to use the iRazzh platform, place future orders, or access customer support.
iRazzh may decline to act on complaints that are abusive, knowingly false, or submitted in bad faith to harass a seller or platform staff, in accordance with the Terms & Conditions.
If you have questions about cancelling an order or this policy, our team is available to help:
