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Dispute Resolution Policy

Effective Date: April 25, 2025

1. Introduction and Scope

ETK Mall operates as a neutral marketplace facilitator. This Dispute Resolution Policy outlines the formal process for resolving disagreements that may arise between Buyers (customers) and Vendors (sellers) and Rider (delivery agent) regarding product quality, delivery, or fulfillment.

ETK Mall's Role: ETK Mall acts as the final arbitrator in all disputes. Our decision is binding on both the Buyer and the Vendor, and we will enforce our ruling through payment holds, deductions, and account actions.

2. Lodging a Formal Dispute (The 48-Hour Rule)

All disputes must be lodged immediately to allow ETK Mall to secure the payment before vendor settlement.

A. Dispute Window

A Buyer must formally lodge a dispute/return request within forty-eight (48) hours of the documented successful delivery of the item.

B. How to Lodge a Complaint

Platform Tool: Log in to your ETK Mall account, navigate to "My Orders," and select the order in question. Click the "Lodge Dispute/Request Return" button.
Required Information:
- Detailed reason for the dispute
- Specific desired resolution (e.g., replacement, full refund)
- Mandatory Photographic Evidence

3. Grounds for Dispute

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Item Not Delivered: The tracking status is stalled, or the delivery window has passed.

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Wrong Item Received: The product differs significantly from the order details.

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Damaged or Defective: The item is physically broken or non-functional upon arrival.

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Counterfeit Product: The item is verifiable as fake or not genuine.

4. The Dispute Resolution Process

Stage	Action	Timeline
Stage 1	Buyer logs dispute, funds frozen	0-48 Hours
Stage 2	Vendor responds with evidence	Within 24 Hours
Stage 3	Evidence review & item retrieval	2-5 Business Days
Stage 4	Final ruling issued	5-7 Business Days

5. Financial Settlement and Liability

A. Payment Hold Protocol (T+2 Freeze)

Any dispute lodged within the 48-hour window will result in an immediate hold on the payment. The payment will not be released to the Vendor until the Final Ruling is complete.

B. Buyer Liability (Case Lost)

Payment hold is released and Vendor is settled
Buyer may be liable for return shipping costs

C. Vendor Liability (Case Lost)

Full refund processed to Buyer via Paystack
Vendor responsible for return shipping costs
High dispute rates may lead to account penalties

6. Confidentiality and Final Authority

Final Decision: The decision rendered by the ETK Mall Dispute Resolution Team is final and non-appealable on the platform. By utilizing ETK Mall, both Buyers and Vendors agree to submit to the Platform's arbitration authority.