Buyer Protection Policy

Buyers' protection policy and procedures of implementation.

Who is buyer?

Buyer is anyone who placed order for purchasing products from supplier including any member with or without a retailer account.

How we protect the buyer?

When you check out, order payment will be transferred to supplier account. But it will be on frozen status and will only be released when package is delivered.

Different Level of Protection

Full Protection

If the tracking method is fully online trackable from send out to reception with deliver status on the tracking website, we will make sure you will get your package. If not, you will get full refund include the shipping costs.

Partial Protection

If the shipping method is trackable online but with limited online tracking details, or offline by phone or at counter, we will make sure your package is dispatched and to the right destination. If not, you will get full refund on your order payment including the shipping costs.

No Protection

If the shipping method you chose didn’t not offer a tracking number or did offer tracking number but untrackable; in such cases, to get the best of your interest, you are encouraged to make a dispute, but protection can barely be provided.

Get Fully Protected by Choosing Fully Online Trackable Shipping Method:

Fully Online Trackable Shipping Methods:

Local Shipping Method in United Kingdom: Royal Mail Special Delivery Next Day; Royal Mail First Class; Royal Mail Second Class; Royal Mail Standard Parcels

International: FedEx; DHL; TNT; UPS

Dispute Resolution

Full Protection Dispute Resolution

After supplier confirmed shipping, please patiently wait enough time for package's arrival. Buyer allows submitting a dispute request of refund for package never appeared. Supplier also allows submitting a dispute request of releasing fund for shipped package never got confirmed arrival.

Trackable package with a genuine tracking number will be tracked at shipping company if any dispute received from either buyer or supplier:

Parcel in Transit: dispute withdraw
Parcel Delivered: complete the order and release the fund to supplier
Parcel Lost: cancel the order and refund buyer
Parcel Returned:
- Return to Supplier: cancel the order and refund buyer
- Return to Retailer (drop ship that uses retailer address as sender address and return address) : complete the order and release the fund to supplier
Incorrect Tracking Number: including invalid tracking number & incorrect shipping details. Supplier will be asked to contact their shipping company and provide a working tracking number

Supplier who stated Trackable Shipping Method for their orders but fail to provide a proof of shipping as well as tracking number, which leads orders to be cancelled and refund their buyers.

Partial Protection Dispute Resolution

After supplier confirmed shipping, please patiently wait enough time for package's arrival. Buyer allows submitting a dispute request of refund for package never appeared. Supplier also allows submitting a dispute request of releasing fund for shipped package never got confirmed arrival.

Parcel in Transit: dispute withdraw
Parcel Delivered: complete the order and release the fund to supplier
Parcel Lost: cancel the order and refund to buyer if supplier cannot provide proof of shipping, or order will be completed and fund will be released to supplier
Parcel Returned:
- Return to Supplier: cancel the order and refund buyer
- Return to Retailer (drop ship that uses retailer address as sender address and return address) : complete the order and release the fund to supplier
Incorrect Tracking Number: including invalid tracking number & incorrect shipping details. Supplier will be asked to contact their shipping company and provide a working tracking number

No Protection Dispute Resolution

You dispute is very important to us. You still can dispute even your order is under no protection. All your actions and proof will be considered inside the final decision. You still have chance to get back your loss or full order payment refund including the shipping cost.

No Protection On:

Untrackable:

Local: Royal Mail #; Other Domestic Courier #

International: Post Office #; Royal Mail International #; Other International Courier #

# This shipping method can be customized. Supplier allows customizing this shipping method as fully online trackable or partially trackable.

Package shipped by Untrackable Shipping Method, you are always encouraged to communicate with suppliers first, let them search your package or find a better compensation solution. Both you and suppliers can make dispute upon untrakeable orders. Sometimes, it may be difficult to prove who is right and who is wrong on hard cases. On such cases, fund will be released to suppliers after order had been confirmed as dispatched.

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