Dispute Policy

General Rules

1. Quarkr.com, as a third-party marketplace, deals with all disputes in a just, fair, open manner.

2. Arbitration results come out within 15 business days.

3. As to disputes about International Parcel Mail, arbitration results come out within 20 business days.

4. When a dispute escalates to arbitration, Quarkr will need both parties to provide freight invoices and other evidences. If one party does not cooperate, the arbitration outcome shall favor the other party.

Detailed Rules

 -> Item Not Received

1. The tracking number is invalid.

2.  It is detained by customs.

- Retailer is responsible for import duties and other corresponding fees.

- If there is problem with brand licensing or supplier has combined several orders as a single bulk, supplier is responsible for import duties.

- If the item is returned, or the address provided by retailer is vague or wrong, retailer takes full responsibility for it.

- If the address or other shipping information was wrong due to the supplier, supplier takes full responsibility for it.

- If supplier doesn't ship out the item as required in the order, supplier takes full responsibility for it.

- If the item doesn't arrive, supplier should contact the freight forwarding company to settle the problem.

-> Item Not As Described

1. The complainant should provide copies of freight invoices and other evidences within 5 days after opening the dispute. Arbitration results will come out within 10 days after Quarkr receives valid evidences.

2. If the two parties has reached an agreement to return purchase and refund money, retailer will receive the refund after Quarkr and the supplier confirm the arrival of the returned products.

3. Quarkr imposes strong sanction on fake products.

Additional Instructions

1. Product Info should include product appearance, composition, content, quality, depreciation rate, packing, warranty, storage life, after-sales service, origin, manufacturer, etc.

2. Disputes due to the imperfection of Product Info shall be settled according to national, industrial or manufacturer standards.