Dispute Policy
At Surplus, we aim to maintain a fair and transparent marketplace for both buyers and sellers. However, we recognize that disputes may arise from time to time. This Dispute Policy outlines the procedures and guidelines for resolving disputes between buyers and sellers.
1. Scope of the Policy
This policy applies to all transactions conducted on Surplus. Both buyers and sellers are expected to adhere to the guidelines and procedures outlined here to resolve disputes in an amicable and efficient manner.
2. Initial Steps for Dispute Resolution
2.1 Direct Communication
If a dispute arises, the first step is for the buyer and seller to communicate directly using the contact details provided. Most issues can be resolved through clear and respectful dialogue.
2.2 Documentation
Both parties should keep detailed records of all communications and transactions, including messages, receipts, shipping tracking numbers, and any other relevant documents, as these will be important in resolving the dispute.
3. Grounds for Disputes
Disputes may arise due to various reasons, including but not limited to:
- Non-receipt of the item by the buyer
- Item significantly not as described
- Damaged or defective items
- Incorrect or incomplete item received
- Issues with payment or refunds
4. Filing a Dispute
4.1 Eligibility
A dispute can be filed by either the buyer or the seller within 15 days of the transaction or receipt of the item, whichever is later.
4.2 Submission
To file a dispute, the concerned party should complete the Dispute Resolution Form available on our website. The form must include:
- Order number
- Detailed description of the issue
- Evidence supporting the claim (e.g., photos, messages, receipts)
5. Dispute Mediation Process
5.1 Review
Once a dispute is filed, our Customer Support team will review the submission and may request additional information from either party to ensure a comprehensive understanding of the issue.
5.2 Mediation
Our team will mediate between the buyer and seller to facilitate a mutually agreeable resolution. Proposals for resolution may include refunds, returns, replacements, or partial compensation, depending on the nature of the dispute.
5.3 Timeframe
The mediation process typically takes between 14 to 28 days. Both parties are expected to respond promptly to any requests for information during this period to avoid delays.
6. Resolution Outcomes
6.1 Agreements
If both parties reach an agreement, the agreed-upon resolution will be implemented, and the dispute will be considered resolved.
6.2 No Agreement
If the parties are unable to reach an agreement through mediation, our team will make a final determination based on the evidence provided by both parties.
7. Final Determination
7.1 Binding Decision
The final determination made by our Customer Support team is binding. By using our platform, both parties agree to abide by this decision.
7.2 Implementation
Any actions resulting from the final determination, such as issuing a refund or returning an item, must be completed within 7 working days.
8. Prohibited Actions
- Chargebacks: Filing a chargeback with your credit card company while a dispute is being mediated is prohibited. Such actions may result in penalties, including suspension or termination of your account.
- Abuse of Dispute Process: Repeated frivolous or fraudulent dispute filings can result in account suspension or termination.
9. Contact Information
For any questions or assistance regarding the dispute process, please contact our Customer Support team at:
- Email: hello@surplusbuildingsupplies.co.uk
- Website: www.surplusbuildingsupplies.co.uk
10. Updates to the Policy
We may update this Dispute Policy from time to time. Any changes will be posted on our website, and your continued use of our services after any updates will indicate your acceptance of the new policy.
