Refunds & Disputes Policy

When you make a purchase, your payment is held securely through our payment partner Stripe and released in accordance with our transaction process. It is not released to the seller until you confirm receipt. This is your primary protection mechanism.

Important: Only confirm receipt once you have physically received the item and are satisfied it matches the listing description.

If you do not confirm receipt and no dispute is open, payment is released automatically 14 days after the confirmed delivery date shown by the carrier.

This automatic release is paused in the following circumstances:

• A dispute is open on the order.
• We have received notification of a verified carrier delay (e.g. Royal Mail investigation reference, DPD depot hold).
• The order has been flagged for AML review.

In these cases, the 14-day period restarts from the date the hold is lifted.

You may be eligible for a full refund if:

• The item never arrives (confirmed non-delivery after carrier investigation).
• The item is significantly not as described — e.g. wrong model, undisclosed major damage, or missing components the listing stated were included.
• The item is confirmed counterfeit or stolen.
• The seller cancels the order before shipping.

You are not automatically entitled to a refund if:

• You changed your mind about the purchase.
• Minor cosmetic issues that were visible in the listing photographs.
• You confirmed receipt before inspecting the item.

When raising a dispute, you must select one of the following reasons:

• Not received — item has not arrived by the expected delivery date.
• Not as described — item differs materially from the listing.
• Suspected counterfeit — item appears to be fake or not genuine.
• Damaged in transit — item arrived damaged due to inadequate packaging.
• Wrong item — a different item was sent.
• Seller cancelled — seller cancelled the order after payment.
• Other — explain in the detail field.

1. Do not confirm receipt if you have a problem with the order.
2. Contact us at contact@builtbezel.com within 48 hours of the expected delivery date (or within 48 hours of delivery if the issue is with the item's condition).
3. Include your order number, dispute reason, a clear description of the problem, and supporting photographs.
4. We will open a formal dispute and contact the seller for their response.

Stage 1 — Investigation (5 business days): We collect evidence from both parties and make an initial determination.

Stage 2 — Resolution: We will either release funds to the seller, issue a full or partial refund to the buyer, or escalate to Stage 3.

Stage 3 — Escalation: Complex cases (high value, legal questions, suspected fraud) may be escalated to a senior review. We aim to resolve all disputes within 14 business days.

If neither party responds to our communications within 14 days of a dispute being raised, the dispute will be automatically escalated to our senior review team for a determination on the available evidence.

Our decisions are final for the purposes of the platform's internal dispute process and do not affect your statutory rights or your right to pursue the matter through the courts.

Either party may request a mutual cancellation of an order before the item is shipped. The other party has 48 hours to accept or decline. If accepted, the buyer receives a full automatic refund and the listing is reinstated. If declined, the order proceeds normally.

Mutual cancellations do not count against the seller's strike record.

If you initiate a chargeback with your bank without first going through our dispute process, we may suspend your account pending investigation. We encourage you to use our dispute process first — it is typically faster and does not risk account suspension.

Where a buyer has confirmed receipt of an order and subsequently initiates a chargeback, we will submit all available evidence to Stripe in response, including the confirmed receipt timestamp and IP address.

If a seller cancels an order after payment has been taken, the buyer receives a full automatic refund within 5–10 business days. The seller receives a strike on their account.

Sellers who accumulate 3 or more strikes will have their selling privileges suspended pending review. Strikes are issued for: cancellations after payment, verified non-dispatch, and confirmed material misrepresentation.

To open a dispute or ask about a refund: contact@builtbezel.com or visit our Contact page.