Chargebacks, Delivery & Dispute Resolution Policy

(UK, EU & US Customers)

1. Contractual Acceptance

By placing an order, completing checkout, or authorising payment by any method, the customer confirms that they have read, understood, and agreed to this Policy, together with our Terms & Conditions and Delivery Policy.

These documents collectively form a legally binding contract between the customer and the merchant, enforceable under applicable UK, EU, and US contract law.

This Policy applies regardless of payment method, including but not limited to credit/debit cards, BNPL services, digital wallets, and marketplace transactions.

2. Dispatch & Handling Time (Material Term)

Dispatch and handling times are clearly stated on each individual product listing prior to purchase.

By completing checkout, the customer expressly agrees to:

the stated dispatch timeframe, and
that a dispute raised before dispatch or within the stated handling period is premature.

This applies equally to UK, EU, and US customers.

3. Delivery Period & Premature Chargebacks

A chargeback, payment dispute, or claim raised while an order is:

in transit,
out for delivery,
subject to one or more attempted deliveries, or
undelivered due to customer unavailability,

is considered premature, as delivery has not concluded under the agreed contract.

At this stage, non-delivery has not occurred.

4. Failed or Missed Deliveries

Where delivery is unsuccessful due to:

the customer not being available,
refusal to accept delivery,
failure to provide access, instructions, or delivery cooperation, or
failure to collect the item from a courier or designated collection point,

this does not constitute merchant breach, merchant fault, or grounds for an immediate chargeback while the item remains in transit or retrievable.

5. Lost Shipments

If an item is suspected or confirmed lost in transit:

the issue will be resolved through the courier’s investigation and insurance process;
a refund or replacement will be issued only after formal confirmation of loss by the carrier.

Raising a chargeback before the completion of this process is contrary to the agreed contract.

6. Allocation of Risk During Transit

To the extent permitted by applicable law:

risk in the goods transfers to the customer upon dispatch;
this is subject to the merchant’s obligation to provide proof of dispatch and to pursue reasonable remedies with the carrier in cases of delay or confirmed loss.

Nothing in this clause limits statutory consumer rights that cannot be lawfully excluded.

7. Effect of an Open Chargeback

While a chargeback, payment dispute, or claim remains open:

refunds, returns, replacements, or further resolution may be paused;
parallel resolution outside the dispute process may not be available until the dispute is closed.

8. Dispute Resolution Priority

The customer agrees that disputes relating to:

dispatch timing,
delivery status,
attempted or failed delivery,
delivery delays, or
loss in transit,

must first be addressed in accordance with this Policy before escalation to a payment processor, card issuer, marketplace, or third party.

9. Evidence & Payment Processor Submissions

This Policy constitutes the governing agreement of the transaction and may be relied upon as evidence that:

the customer accepted the stated dispatch time and delivery process,
the delivery process had not concluded when the dispute was raised,
the dispute was raised prematurely or contrary to the agreed terms.

10. Consumer Rights Statement (EU & US Compliance)

Nothing in this Policy is intended to exclude, restrict, or limit:

mandatory consumer rights under EU consumer protection laws,
non-waivable rights under applicable US federal or state law,
or rights that cannot be contractually excluded.

This Policy governs process, timing, and dispute handling, not statutory entitlement.

11. Governing Law & Jurisdiction

UK customers: governed by the laws of England and Wales.
EU customers: governed by the laws applicable under EU consumer regulations, with mandatory rights preserved.
US customers: governed by the laws of the merchant’s place of business, subject to applicable state and federal consumer law.