Dispute Resolution Policy 

Effective Date: November 2024

Welcome to Mosaik Collective! Our Dispute Resolution Policy outlines the process for resolving disputes between buyers and sellers on our website mosaikcollective.com, hereinafter referred to as “the Site” or “the Marketplace.” This policy is designed to provide a fair and transparent mechanism for addressing conflicts that may arise during transactions. 

1. Dispute Resolution Process: 

In the event of a dispute between a buyer and a seller, the following steps will be taken: 

• Communication: The involved parties are encouraged to communicate directly to resolve the issue. Sellers should respond promptly to buyer inquiries or concerns. 
• Mediation: If direct communication does not lead to a resolution, the Marketplace may mediate the dispute, facilitating communication and working towards a mutually agreeable solution. 
• Resolution: The goal is to achieve a fair resolution that satisfies both parties. This may involve issuing a refund, providing a replacement, or finding another mutually acceptable solution. 

2. Marketplace Facilitation: 

The Marketplace serves as a facilitator in the dispute resolution process. While we strive to assist in reaching a resolution, we do not guarantee specific outcomes. The decision to issue a refund or take corrective action is at the discretion of the Marketplace based on the information available. 

3. Reporting Disputes: 

In the first instance, users should contact the creator using the form on the creator store page.

Should a resolution not be achieved, users are encouraged to report disputes promptly by contacting our support team at office@sthelensclc.com. Include detailed information, order numbers, and any relevant evidence to assist in the investigation. 

4. Timeline for Resolution: 

The dispute resolution process aims to be timely and efficient. However, the duration may vary based on the complexity of the dispute and the responsiveness of the parties involved. 

5. Escalation: 

If a resolution cannot be reached through direct communication and mediation, the dispute may be escalated to the attention of the Marketplace for a final decision. This decision is binding. 

6. Buyer Protection: 

Buyers are protected through our Buyer Protection program, which may include eligibility for refunds or other remedies in certain situations. Buyers should review the Buyer Protection terms for more information. 

7. Seller Compliance: 

Sellers are required to cooperate fully during the dispute resolution process. Failure to participate in good faith may result in consequences, including account suspension or termination. 

8. Modification of Policy: 

The Marketplace reserves the right to update, modify, or replace any part of this Dispute Resolution Policy. Users are responsible for regularly reviewing the policy to stay informed about any changes. 

9. Contact Information: 

If you have any questions about this Dispute Resolution Policy, please contact us at office@sthelensclc.com 

By using the Site, you agree to comply with this Dispute Resolution Policy. This policy aims to provide a fair and effective process for resolving disputes, fostering trust and confidence within our marketplace community.