Chargebacks & Payment Disputes Policy
If a payment dispute or chargeback is opened with your bank or credit card provider, the following policy applies.
1. Contact Us First
Customers are encouraged to contact our support team before opening a chargeback. Most issues can be resolved quickly through replacements, returns, or refunds.
2. Support Suspension During Disputes
Once a chargeback is initiated, all support services related to the order—including refunds, replacements, reshipments, and warranty services—are temporarily suspended while the dispute investigation is active.
We are unable to process refunds or replacements while a bank dispute is ongoing.
3. Delivered Merchandise
If an order has been successfully delivered and the payment is later reversed through a chargeback, the merchandise is considered unpaid.
In such cases, the customer must either:
- return the item in accordance with our return policy, or
- complete repayment for the order.
4. Fraud Documentation & Reporting
Keeping delivered merchandise after receiving a chargeback refund may be documented as unpaid merchandise or friendly fraud.
Where appropriate, such cases may be documented and reported to relevant fraud reporting authorities and consumer protection organizations, including:
- Internet Crime Complaint Center (United States)
- Federal Trade Commission (United States)
- Canadian Anti-Fraud Centre (Canada)
- Competition Bureau Canada (Canada)
- Action Fraud (United Kingdom)
- Citizens Advice (United Kingdom)
- European Consumer Centres Network (European Union)
Cases may also be documented within merchant fraud prevention and chargeback intelligence networks used by payment processors and financial institutions, including:
- Ethoca
- Kount
5. Our Commitment
Our goal is always to resolve issues quickly and fairly. Customers are encouraged to contact our support team so we can assist with replacements, returns, or other solutions without the need for a payment dispute.