Dispute Resolution

1 Introduction

This Dispute Resolution Policy explains how disputes, claims, complaints, and transactional disagreements are handled on ukamart.co.uk.

Ukamart Global Ltd operates as a hybrid commerce platform that may include:

• direct retail sales by Ukamart
• marketplace transactions involving third-party sellers
• affiliate and social commerce-driven product promotion
• order fulfilment and delivery support through Ukamart or third-party sellers

Because Ukamart may operate both as a seller and as a platform provider, dispute handling can vary depending on the nature of the transaction, the parties involved, and the evidence available.

This policy is intended to support a process that is:

• fair
• transparent
• structured
• evidence-based
• consistent with platform rules
• respectful of applicable legal rights

This policy does not remove or reduce any statutory rights that customers may have under UK law. Consumers buying online commonly have cancellation rights in many cases, and consumers also retain rights where goods are faulty, not as described, or not delivered as required.

2 Scope of This Policy

This policy applies to disputes involving:

• customers
• third-party sellers
• Ukamart as a direct seller
• Ukamart as a platform operator or intermediary
• affiliate or promotional activity connected to a transaction, where relevant

This policy may apply to disputes relating to:

• item not received
• item not as described
• damaged or defective goods
• incomplete orders
• wrong item received
• delayed delivery
• return and refund disagreements
• cancellation issues
• payment-related disputes
• misleading product promotions
• affiliate-linked transaction complaints
• seller fulfilment issues
• repeated non-performance by marketplace sellers

3 Transactions Covered

A dispute may be handled differently depending on whether the order was:

• 3.1 Sold Directly by Ukamart
• Where Ukamart is the direct seller, Ukamart will generally manage the dispute directly with the customer.
• 3.2 Sold by a Third-Party Seller

Where a product is sold by a marketplace seller, the seller is primarily responsible for the underlying transaction, including listing accuracy, order fulfilment, dispatch, and initial issue handling. Ukamart may still review disputes, intervene under platform rules, and make platform-level decisions where appropriate.

3.3 Promoted Through Affiliate or Social Commerce Channels

Where a product is promoted through creator content, affiliate links, or social media campaigns, the transaction dispute will usually be assessed based on the actual order, listing, seller information, delivery evidence, and platform records, rather than on promotional wording alone. Misleading commercial practices remain a legal risk in UK consumer law, including where consumers are influenced by marketing or promotional content.

4 First Step: Direct Resolution

Before escalating a dispute to Ukamart for formal review, the user should first attempt to resolve the issue directly with the relevant party.

This means:

• Customer to Seller for marketplace fulfilment issues
• Customer to Ukamart Support for Ukamart-direct orders
• Seller to Customer where the seller is responding to a complaint or claim
• Seller to Ukamart where platform assistance is needed

Contact details:

• Email: support@ukamart.co.uk
• Phone: 07886256355

The parties are expected to make a genuine attempt to resolve the issue within 48 hours, unless the issue is urgent, involves suspected fraud, involves payment risk, or requires immediate platform action.

Direct resolution is encouraged because it can often resolve issues faster without requiring a formal platform review.

5 Escalation to Ukamart

If a dispute is not resolved through direct communication, it may be escalated to Ukamart for review.

A user escalating a dispute should provide as much relevant information as possible, including:

• order number
• full name
• email address used for the order
• description of the issue
• dates of relevant events
• screenshots of messages or conversations
• tracking information
• delivery confirmation or proof of non-delivery
• photos or videos of the product and packaging
• screenshots of the product listing
• any refund or return communication already exchanged
• Failure to provide sufficient supporting information may delay review or affect the outcome.

6 Time Limits for Raising a Dispute

Unless a longer legal period applies under applicable law, disputes should generally be raised:

• within 14 days of delivery, or
• within 14 days of the expected delivery date where the item has not arrived

Ukamart may, at its discretion, review claims raised outside this timeframe where:

• there is a good reason for delay
• evidence remains available
• there are signs of seller misconduct
• there are potential legal compliance concerns
• the issue relates to fraud, counterfeit risk, or repeated seller abuse

This platform timeframe does not remove statutory consumer rights. UK rules on distance sales and consumer goods still apply regardless of internal platform handling windows.

7 Ukamart Review Process

Once a dispute is escalated, Ukamart may:

• review all evidence submitted by the parties
• assess communication history
• review the product listing and transaction record
• review dispatch and delivery information
• assess whether platform policies were followed
• assess whether seller conduct appears misleading, abusive, or non-compliant
• assess whether buyer conduct appears abusive, dishonest, or unsupported
• request further information from either party
• temporarily restrict seller payout or account actions while the review is ongoing

Ukamart will normally aim to make a decision within 3 to 7 working days, although complex cases may take longer where:

• more evidence is needed
• courier investigations are pending
• return delivery is still in progress
• the seller fails to respond promptly
• fraud or abuse checks are required

8 Evidence Standards

Disputes are assessed primarily on evidence.

Useful evidence may include:

• photos
• videos
• parcel images
• packaging condition
• tracking scans
• delivery confirmation records
• return postage evidence
• screenshots of the listing
• order confirmation details
• communication logs
• proof of account lock, activation lock, or device issue where relevant
• expert or repair evidence where relevant

Ukamart may give more weight to:

• time-stamped evidence
• platform-generated records
• courier-generated records
• evidence showing the condition of the goods on arrival
• evidence showing mismatch between listing and received item
• communication that demonstrates efforts to resolve the matter fairly
• If no reasonable evidence is provided, a claim may be rejected.

9 Types of Outcomes

Depending on the facts and evidence, Ukamart may decide to:

• approve a full refund
• approve a partial refund
• require the item to be returned
• require the seller to provide a replacement
• require the seller to provide missing parts or accessories
• reject the dispute
• close the case with no further action
• allow the transaction to stand
• compensate an affected party where platform rules allow
• issue warnings or enforcement measures against a seller or buyer

The outcome will depend on:

• what was ordered
• what was delivered
• what evidence exists
• whether the product matched the listing
• whether the return or complaint was made in time
• whether platform rules were followed
• whether consumer legal rights may apply

For online consumer sales, cancellation and refund rules can apply in many cases, including a 14-day cancellation period for many distance sales and a 14-day refund timeline after returned goods are received back or evidence of return is supplied.

10 Marketplace Disputes

For orders fulfilled by third-party sellers:

• the seller is generally the first party responsible for fulfilment and first-response dispute handling
• Ukamart may act as a mediator, evidence reviewer, and platform authority
• Ukamart may review whether the seller complied with platform rules and listing obligations
• Ukamart may take enforcement action where seller behaviour appears unfair, deceptive, or repeatedly non-compliant

Where necessary, Ukamart reserves the right to:

• override a seller’s refusal decision
• require a refund or return pathway
• delay or withhold seller payouts
• deduct amounts from seller balances where platform terms allow
• suspend or restrict seller listings
• remove products from the platform
• permanently remove repeat offenders from the marketplace

11 Payment Hold and Release

To protect buyers, sellers, and the platform, Ukamart may:

• place a temporary hold on seller funds
• delay release of payouts
• freeze transaction amounts linked to a dispute
• withhold settlement while evidence is being reviewed
• reverse or adjust account balances where the platform rules permit

This may happen where:

• an item is reported as not received
• there is a serious “not as described” complaint
• the product appears counterfeit or prohibited
• the seller fails to cooperate
• the buyer raises a credible fraud-related complaint
• multiple similar complaints are received about the same seller

12 Returns During a Dispute

Where a return is required as part of resolving a dispute:

• the customer may be asked to return the item to the seller or to an authorised return address
• the item should be returned in the condition appropriate to the claim
• the parties should retain proof of postage or tracking
• the customer should follow any return instructions given by Ukamart or the seller

refunds may be withheld until the goods are returned or the customer provides evidence of return, which reflects the standard distance-selling position in the UK.

Where the customer handled the goods more than reasonably necessary to inspect them, refund reductions can be an issue under distance-selling rules, although such deductions should be justifiable.

13 Fraud, Abuse and Platform Misuse

Ukamart takes fraud, abuse, and manipulation of the dispute process seriously.

Examples of customer-side abuse may include:

• false “item not received” claims
• returning different items
• damaging goods after delivery and claiming they arrived damaged
• using the dispute process to obtain free goods
• repeated dishonest complaints
• manipulated screenshots or evidence

Examples of seller-side abuse may include:

• fake listings
• counterfeit or prohibited goods
• repeated non-delivery
• misleading descriptions
• refusal to honour valid returns
• falsified tracking uploads
• shipping empty parcels or materially different items

Examples of affiliate or promoter abuse may include:

• misleading product claims
• deceptive pricing or urgency claims
• hiding material information
• misrepresenting who is selling the item
• deceptive promotional practices

UK commercial practices rules prohibit misleading actions and omissions that affect consumer decisions, and platforms should take care around seller and promotional conduct.

14 Enforcement Action

Where Ukamart believes that a user has abused the platform or dispute system, Ukamart may take action including:

• warning the account holder
• restricting account functions
• delaying payouts
• removing listings
• reversing platform privileges
• suspending the account
• permanently banning the account
• withholding funds where allowed by platform terms
• reporting unlawful conduct where appropriate

These actions may be taken on a temporary or permanent basis depending on severity, repetition, evidence, and platform risk.

15 Final Platform Decision

Once Ukamart has reviewed a dispute and issued a decision, that decision will generally be treated as:

• final for internal platform handling purposes, and
• binding within the platform’s own dispute workflow

However, platform finality does not override a consumer’s legal rights or access to external remedies. Consumer notices and internal platform policies still need to remain fair and transparent under UK law.

16 Legal Rights

Nothing in this Dispute Resolution Policy limits or excludes any rights that a customer may have under applicable consumer law.

Customers may still have rights relating to:

• cancellation of many online orders within 14 days
• refunds where cancellation rights apply
• remedies where goods are faulty
• remedies where goods are not as described
• remedies where goods are not delivered as required
• Those rights exist separately from Ukamart’s internal platform procedures.

17 Limitation of Platform Role

Where a transaction involves a third-party seller, Ukamart may provide platform tools, communication support, review, and mediation, but Ukamart may not be the direct seller of the goods.

Accordingly:

• Ukamart may not control every seller action
• Ukamart may not physically inspect every listed item before sale
• Ukamart may not directly control third-party fulfilment or shipping
• Ukamart is not automatically liable for every act or omission of a third-party seller
• That said, Ukamart may still take platform enforcement action and assist in seeking a fair resolution where appropriate.

18 Policy Abuse

Users who abuse this policy or attempt to manipulate the dispute process may face:

• account restrictions
• suspension
• permanent removal from the platform
• withholding or recovery of funds where permitted
• loss of dispute privileges
• additional verification requirements for future activity

19 Contact Us

For disputes, claims, and transaction support, contact:

• Ukamart Global Ltd
• Email: support@ukamart.co.uk
• Phone: 07886256355