Refunds & Disputes Policy

When you make a purchase, your payment is held securely by Built Bezel and 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.

You may be eligible for a full refund if:

• The item never arrives (confirmed non-delivery after investigation with the carrier).
• 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 (this is a C2C marketplace; the 14-day statutory cooling-off period under Consumer Contracts Regulations 2013 applies to trader-to-consumer sales and may not apply to private seller listings).
• Minor cosmetic issues that were visible in the listing photographs.
• You confirmed receipt before inspecting the item.

1. Do not confirm receipt if you have a problem with the order.
2. Contact us at hello@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, 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.

Our decisions are final within the platform. They do not affect your statutory rights or your right to pursue the matter through the courts.

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.

Sellers who ship an item that is returned via a successful buyer dispute will have their payout withheld. We will facilitate the return logistics where possible. The seller is responsible for providing a pre-paid returns label for items we determine should be returned.

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