Last updated: [02/17/26]
This Dispute Resolution Policy (“Policy”) explains how disputes are handled on the K‑Patented Products Marketplace (the “Marketplace”, “Platform”, “we”, “us”, or “our”).
Because we are a multi‑vendor platform, most disputes arise between buyers and independent Vendors (sellers). Our goal is to provide a clear process and reasonable framework to help resolve issues fairly.
This Policy should be read together with our Buyer Terms, Vendor Terms, and Terms of Use.
1. Types of Disputes Covered
This Policy applies to disputes related to:
- Product quality, defects, or damage
- Wrong item or wrong quantity received
- “Not as described” issues (significant differences from the listing)
- Shipping delays or non‑delivery
- Return, refund, or exchange requests
- Miscommunication or unresolved issues between buyers and Vendors
This Policy does not cover:
- Disputes unrelated to transactions on this Marketplace
- Personal conflicts or harassment (these are handled under our conduct and safety rules)
- Legal actions taken outside of the Platform
2. General Principles
2.1 Direct communication first
In most cases, disputes should first be addressed directly between the buyer and the Vendor, using the order message system or the contact options provided.
2.2 Fairness and evidence
We encourage both parties to:
- Communicate clearly and respectfully
- Provide evidence when needed (photos, tracking information, screenshots, etc.)
- Allow reasonable time for the other party to respond
2.3 Platform as facilitator
We are not a party to the sales contract between buyer and Vendor. Our role is to:
- Provide tools for communication and order management
- Offer guidance and, when necessary, assist with mediation
- Take action against Vendors or buyers who repeatedly violate our policies
We do not guarantee a particular outcome in every dispute, but we aim to provide a fair and transparent process.
3. Step 1 – Contact the Other Party
3.1 Buyers
If you are a buyer and have a problem with an order (e.g., damaged item, not received, wrong product):
- Log in and go to My Orders.
- Open the relevant order.
- Use the message/contact function to explain the issue to the Vendor.
- Provide:
- Order number
- Description of the problem
- Photos or other evidence (if applicable)
Please give the Vendor a reasonable time to respond (for example, 3–5 business days).
3.2 Vendors
If you are a Vendor and have a concern (e.g., suspected abuse of returns, incorrect shipping address, payment issues):
- Contact the buyer using the order messaging system.
- Clearly explain the situation and propose a solution.
- Keep communication polite and professional.
4. Step 2 – Escalation to the Marketplace
If the issue cannot be resolved directly between buyer and Vendor, either party may ask the Marketplace to review the case.
4.1 How to escalate
To escalate a dispute:
- Gather relevant information and evidence, such as:
- Order number
- Product name
- Dates of communication
- Photos, tracking information, or screenshots
- Contact us via Contact Us or the support email indicated on the site.
- Provide a clear summary of:
- What happened
- What has already been discussed with the other party
- What outcome you are requesting (e.g., full refund, partial refund, replacement)
4.2 What we may do
At our discretion, we may:
- Review the order details and communication history
- Request additional information from both buyer and Vendor
- Suggest or recommend a resolution (e.g., partial refund, replacement, return of goods)
- In some cases, execute certain actions (e.g., refunds from held funds) in line with our policies and applicable law
We aim to be neutral and fair, but we cannot guarantee that our suggested or implemented solution will fully satisfy both parties.
5. Possible Outcomes
Depending on the situation and evidence, possible outcomes of a dispute may include:
- No action (if the claim is unfounded or resolved already)
- Seller‑funded resolution (e.g., full or partial refund, replacement product)
- Buyer‑funded resolution (e.g., return shipping paid by buyer for change‑of‑mind cases)
- Mutual agreement (e.g., partial refund and no return, discount on future orders)
- Account actions (warnings, temporary suspension, or removal of a Vendor or buyer who repeatedly abuses the system)
Refunds, if approved, will normally be processed through the original payment method, subject to payment provider timelines.
6. Evidence and Cooperation
Both buyers and Vendors are expected to:
- Keep relevant communication within the Platform whenever possible
- Provide honest, accurate information and evidence
- Respond within reasonable timeframes
Failure to cooperate or provide requested information may affect the outcome of the dispute.
7. Abuse of the Dispute Process
We may take action against any user (buyer or Vendor) who:
- Submits fraudulent or misleading claims
- Abuses return/refund policies
- Harasses or threatens the other party or our staff
- Regularly initiates disputes without valid reasons
Actions may include warnings, limitation of account features, suspension, or permanent removal from the Marketplace.
8. Relationship to Legal Rights
This Policy does not limit or exclude any rights that you may have under applicable consumer protection or other laws.
If there is a conflict between this Policy and mandatory legal rights in your jurisdiction, the legal rights will prevail.
Nothing in this Policy prevents either party from:
- Seeking legal advice; or
- Pursuing claims in a court or other competent authority, as permitted by law.
However, we encourage all parties to first try to resolve issues using the Marketplace’s dispute resolution process, as it is usually faster and more efficient.
9. Changes to This Policy
We may update this Dispute Resolution Policy from time to time. The “Last updated” date at the top of this page indicates the most recent version.
By continuing to use the Marketplace after changes take effect, you agree to the updated Policy.
10. Contact
If you have questions about this Dispute Resolution Policy, please contact us:
- Email: support@kpat4.com