Buyer Protection & Dispute Resolution Policy

Where a Buyer Protection claim is approved, LUXSAL may, depending on the circumstances of the case:

1. 1.Facilitate communication between the Buyer and Seller.
2. 2.Require the return of the item.
3. 3.Arrange or facilitate the return process where appropriate.
4. 4.Issue a full or partial refund.
5. 5.Recover approved return costs from the Seller's escrow or payout where the Seller is found to be at fault.
6. 6.Release or continue to hold escrow funds pending resolution.
7. 7.Take any other reasonable action necessary to resolve the dispute fairly.

Buyer Protection is intended to provide Buyers with confidence when shopping on the Platform while ensuring that Sellers are protected against unjustified claims. Each claim is assessed individually based on the evidence provided by both parties.

Buyer Protection is not an insurance policy, product warranty or guarantee of product quality. It is a contractual service provided by LUXSAL to assist in resolving eligible disputes arising from transactions completed through the Platform.

The availability of Buyer Protection does not relieve Buyers of their responsibility to carefully review product descriptions, inspect items promptly upon delivery and comply with the dispute reporting timelines specified in this Policy Suite.

This section defines the extent of Buyer Protection and clarifies that it is a dispute resolution mechanism rather than a guarantee against every dissatisfaction or commercial risk associated with online shopping.

The exact Buyer Protection Fee amount will be clearly displayed to you on the order summary page before you complete checkout and make payment. By proceeding, you agree to the fee.

The Buyer Protection Fee is generally non-refundable once a transaction is completed, because the services above are rendered at the point of checkout. The only exceptions are:

1. 1.Proven platform error.
2. 2.Where LUXSAL determines otherwise at its sole discretion.

The Dispute Window is the period during which a Buyer may notify LUXSAL of a problem relating to an order after delivery has been confirmed. It provides Buyers with a reasonable opportunity to inspect purchased items while enabling Sellers to receive payment without unnecessary delay.

The purpose of the Dispute Window is to:

1. 1.Protect Buyers against genuine Seller Default.
2. 2.Encourage Buyers to inspect items promptly after delivery.
3. 3.Facilitate timely resolution of disputes.
4. 4.Reduce prolonged escrow holds.
5. 5.Enable faster release of Seller payouts.
6. 6.Improve marketplace efficiency during the MVP phase.
7. 7.Reduce fraudulent or stale claims made long after delivery.

For the MVP launch, Buyers must report any eligible dispute within three (3) calendar days after confirmed delivery of the item.

Delivery shall be deemed confirmed where:

1. 1.The Buyer confirms delivery through the Platform.
2. 2.The logistics provider records successful delivery.
3. 3.An authorised recipient accepts delivery on behalf of the Buyer.
4. 4.Other reliable evidence reasonably establishes that delivery has occurred.

LUXSAL has adopted a shorter dispute period during the MVP stage for operational efficiency and marketplace trust. A three-day dispute window helps with:

1. 1.Prompt Product Inspection: Buyers are encouraged to examine their purchases immediately after delivery while packaging, labels and courier information remain available.
2. 2.Faster Seller Payments: Sellers receive their escrow funds sooner where no dispute exists, improving cash flow and encouraging active participation on the Platform.
3. 3.Reduced Escrow Holding Periods: Keeping funds in escrow for longer than necessary may inconvenience Sellers and delay legitimate business operations.
4. 4.Quicker Dispute Resolution: Evidence such as photographs, videos, courier records and product condition is generally more reliable when collected shortly after delivery.
5. 5.Reduced Fraud: A shorter reporting period helps discourage fraudulent claims made after prolonged use, alteration or damage caused after delivery.
6. 6.Improved Marketplace Efficiency: Faster transaction completion benefits Buyers, Sellers and the Platform by reducing administrative delays.

Upon receiving an order, Buyers should:

1. 1.Inspect the product immediately.
2. 2.Compare the item with the product description.
3. 3.Verify the correct size, colour, quantity and condition.
4. 4.Retain the original packaging where possible.
5. 5.Avoid using the item if they believe it is defective or incorrect.
6. 6.Take clear photographs or videos where an issue exists.
7. 7.Report any eligible issue through the Platform before the expiry of the dispute period.

A Buyer may submit a dispute where the item:

1. 1.Was never delivered.
2. 2.Is materially different from the product description.
3. 3.Is counterfeit or unauthorised.
4. 4.Has significant undisclosed defects.
5. 5.Is the wrong item.
6. 6.Arrives substantially damaged due to inadequate packaging or Seller fault.
7. 7.Is incomplete due to missing essential components.
8. 8.Involves another issue covered under the Buyer Protection Policy.

The following generally do not qualify for Buyer Protection:

1. 1.Change of mind.
2. 2.Dislike of style or colour after purchase.
3. 3.Incorrect size chosen by the Buyer where accurately described.
4. 4.Ordinary wear after use.
5. 5.Issues disclosed before purchase.
6. 6.Minor variations that do not materially affect value or use.
7. 7.Failure to read the product description.

Disputes submitted after the expiry of the three-day period may be declined. However, LUXSAL reserves the right, at its sole discretion, to consider a late dispute where exceptional circumstances exist.

Examples include:

1. 1.Counterfeit goods discovered after inspection.
2. 2.Concealed defects that could not reasonably have been detected within three days.
3. 3.Fraud.
4. 4.Logistics errors.
5. 5.Technical failures affecting the Platform.
6. 6.Natural disasters or emergencies.
7. 7.Any circumstance where strict application of the dispute period would result in manifest unfairness.

Failure to provide sufficient evidence may affect the outcome of the dispute. Good evidence enables faster investigations and fair decisions.

If the Buyer prevails, funds are refunded. If the Seller prevails, funds are released less fees. This protects the Buyer without prejudicing the Seller.

After reviewing all available evidence, LUXSAL may:

1. 1.Approve the Buyer's claim.
2. 2.Reject the Buyer's claim.
3. 3.Approve a partial refund.
4. 4.Require return of the item.
5. 5.Release escrow funds to the Seller.
6. 6.Continue holding funds pending further investigation.
7. 7.Take any other action reasonably necessary under this Policy Suite.

LUXSAL aims to determine disputes within three (3) Business Days, although more complex investigations may require additional time.