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Returns & Disputes
If there is anything wrong with your order you should raise a dispute through the Site as soon as reasonably practicable. You have up to seven days since the delivery of your order to check that all is in good order. If you notice that anything is wrong, raise a dispute.
Go to Dashboard > Order Summary > find your order and click "Dispute"
A new window will pop-up and you will be able to select the reasons why you want to return your goods. Enter your message to the seller and attach any document that may support your case (e.g. independent surveyor's assesments, pictures, etc.). Once the order has been set in dispute status, the seller will be notified and will look into the issue. They will tipically contact you within thirty days and, depending on your goods, they may offer a refund and/or give you the necessary indications to return the goods.
Should you not be satisfied with the outcome of the dispute, contact us at BLK. We will assist with dealing with the seller and look into the issue for you. Please refer to the "What if the Seller refuses to refund?" topic for further information.
If you want to return your order, you should check the seller\'s return policy. You can find this on the product page, under the product description.
Each seller has a different policy, so check with them as soon as possible to make sure you can return the goods and receive your money back. You usually have a certain window to change your mind, this is defined in the seller\'s return policy.
If your product is elegible for returns, contact the seller following the instructions provided on the policy.
If you want to return the goods because they are not as described, faulty or not fit for purpose, please contact your seller as soon as possible. You will find additional guidance under the Disputes topic.
In case you received goods that are defective, damaged, not according to spec or not as described, you should raise this with the Seller as soon as reasonably practicable. You can find the Seller contact details on the purchase order, invoice and email confirmation you received for your order. Seller may take some time to investigate at his end before providing you a response and indicate the course of action. This may take up to 30 days. However, if you are not satisfied of how the Seller has handled your request, you can ask us to step in.
1. Contact us at info@blk-global.com, att: Disputes Team, indicating in “Dispute” in the subject. Provide an overview of the situation, details about the order and any supporting documentation that you may have available (e.g. a surveyor’s report, pictures, bills of lading, etc.)
2. BLK team will review your query and get in touch in case additional information is needed.
3. BLK will reach out to the Seller to obtain relevant documentation and will investigate the matter in detail. Further to the investigation, BLK will inform the parties of the outcome and will make a final determination, detailing the course of action.
If you are still not satisfied with BLK determination, after 90 days from raising this with BLK you can refer your case to the London Court of International Arbitration (LCIA), an independent body that will examine all the proofs and documents again prior to make a final judgement.