Dispute Resolution Policy

The Buyer opens a case from the order page, selecting a reason (Not Received, Not As Described, Damaged, Wrong Item, Missing Parts, Counterfeit, or Other), and uploads supporting evidence (photos, video, tracking screenshots, correspondence).

The Seller receives an automatic notification and has 3 business days to respond in the case: acknowledge, offer a resolution (refund, replacement, return-and-refund), or dispute the claim with counter-evidence.

Failure to respond within the deadline is treated as acceptance of the Buyer's claim.

Both parties may add evidence up to the point a decision is made: photos/video of the item, packaging and any damage; tracking information; proof of dispatch and delivery; message history; carrier statements; laboratory or authentication reports for counterfeit claims.

Any evidence must be genuine. Fabricated evidence is a serious breach and grounds for immediate account termination and legal referral.

A case manager reviews all evidence, order data, account history, tracking, prior disputes, and policy alignment. Additional information may be requested from either party or the carrier.

FERKA$ issues a written decision, typically within 7 business days of escalation (up to 14 business days for complex cross-border or counterfeit cases). Possible outcomes: full refund; partial refund; return-and-refund; replacement; case closed in Seller's favour; account action against either party.

Where a refund is due, FERKA$ may issue it directly from held funds and recover from the Seller's balance.

Either party may appeal within 7 days of the decision by submitting new material evidence. Appeals are reviewed by a senior case manager, whose decision is final within the internal FERKA$ process.

Nothing in this policy limits: (a) a Buyer's right to raise a chargeback with their card issuer within the timeframe the issuer specifies; (b) a consumer's right to use an approved Alternative Dispute Resolution body; or (c) any party's right to bring proceedings in a competent court under mandatory local law.

All formal correspondence to: FERKAS GLOBAL LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.