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Disputes (Resolutions) Policy

Overview

Generally, transactions are conducted smoothly on Glassko (India). However there may be some cases where both the Buyers and Sellers may face issues. At Glassko (India) we have a Dispute Resolution process in order to resolve disputes between Buyers and Sellers.

What is a 'dispute'?

A 'Dispute' can be defined as a disagreement between a Buyer and a Seller in connection with a transaction on the Website.

How does a 'dispute' occur in the Marketplace?

Disputes are filed as a result of a disagreement between the Buyer and the Seller. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.

It is important that before a Buyer/Seller raises a dispute, they should attempt to solve the issue. Please note that whenever a Buyer raises a dispute, the Seller's payment for that order is put on hold immediately until the issue is resolved.

How is a 'dispute' created?

Whenever there is a disagreement, the Buyer or Sellers can write to contact@glasskoindia.com, in order to raise a dispute. Disputes can be raised at a particular transaction level.

What are the various types of 'disputes'?

Following are the indicative examples of potential disputes:
Wrong item received
Item Not as described
Item not Compatible
Seller Description Wrong
Defective (Functional issues)
Manufacturer claims invalid Invoice

In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Glassko (India) will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is not entitled to any refund.

Note:
The specifications and description of items are an approximate value. The capacity of the jars and bottles may vary on the basis of the density of the products that’s being filled in. Any error in the description and specifications is not to be taken in for legal purposes.
In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Glassko (India) will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is not entitled to any refund.

Buyer Protection

In case of a dispute where the Seller is unable to provide a refund or a replacement, Glassko (India) will actively work towards reaching a resolution.

The Buyer Protection covers Buyers who are unable to successfully resolve their dispute with the Seller or are not satisfied the resolution provided by the Seller.

The Buyer can write to contact@glasskoindia.com if the issue with the Seller is not resolved.

When a dispute has been raised, Glassko (India) may provide both the parties access to each others Display Names, contact details including email addresses and other details pertaining to the dispute. Buyers and Sellers are subject to final consent from Glassko (India) for settling the dispute.

Buyer Eligibility and Restrictions

Only the Buyers who have purchased the product on Glassko (India) are eligible for the Buyer Protection. Buyers can file a dispute within 7 days from the date of delivery of the product.

Any damage or loss to the product after delivery will not be covered under this program and will completely be the Buyer's responsibility. Buyer cannot reject the consignment merely if glass are broken. The fragility of the glass products has been explained to the customers beforehand.

To be able to take advantage of the Buyer Protection, Buyers should first contact the Seller and attempt to resolve the issue. If the Buyer doesn't hear from the Seller or is unable to resolve the issue with the Seller even after contact, a dispute can be raised with Glassko (India) by writing an email to contact@glasskoindia.com Fraudulent charges and claims are not covered under Buyer Protection If the Buyer has already initiated chargeback through the credit card issuing bank, it will not be covered under Buyer Protection, though in such cases a Seller can file a claim through the Seller Protection.

Blacklisted and Blocked Buyers are not covered by the Buyer Protection Program.

Buyers who have reached their maximum lifetime limit for claims are also not eligible. Buyers can make a maximum of 3 claims per year on Glassko (India). If the claim was withdrawn, it is not counted. The coverage amount will be limited to Rs 50,000 Raising disputes against Sellers does not automatically entitle the Buyer to a refund or replacement for the product purchased. Glassko (India) shall verify the disputes so raised and may process only such claims that are valid and genuine.

Glassko (India)shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Buyer/Seller.

Claims of the nature of 'Buyer remorse' (i.e. instances where products are bought by the Buyer by mistake or where the Buyer chooses to change his/her mind with regard to the product purchased by him) will not be entertained through this.

Glassko (India) reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Glassko (India)may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users from availing protection through this program.

Decisions made by Glassko (India) under the Buyer Protection shall be final and binding on its Users.

Glassko (India) reserves the right to modify / discontinue Buyer Protection Program without any prior notice period to its Users.

Through this program, Glassko (India)shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.

Glassko (India) Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller.

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