Dispute & Returns Policy

This document should be read alongside Computey’s Terms of Service, Privacy Policy, and Cookie Policy, each of which forms part of the legal framework governing your use of the Platform. In the event of any conflict between this document and the Terms of Service, the Terms of Service shall prevail.

This Dispute & Returns Policy forms part of Computey’s Terms of Service and is incorporated by reference. Terms defined in the Terms of Service have the same meaning here. This Policy sets out the framework governing Post-Sale Evidence and the process for returns, refunds, and the resolution of Disputes between Buyers and Sellers on the Platform.

1. Post-Sale Evidence

Sellers are strongly encouraged, though not required, to submit Post-Sale Evidence within 7 Working Days of order confirmation. Sellers may submit evidence before dispatch, including photographs of the item in working condition and of the packaged item. Post-Sale Evidence may include photographs or video of the item in working condition, photographs of the packaged item prior to dispatch, and proof of carrier handover such as a receipt or tracking confirmation.

Post-Sale Evidence is used by Computey solely for the purpose of assessing liability in Disputes. Where a Dispute is raised and the Seller has submitted valid Post-Sale Evidence demonstrating that the item was in the described condition and correctly packaged at the point of dispatch, liability will be assessed in the Seller’s favour in respect of damage or loss that occurs after dispatch. Where no Post-Sale Evidence has been provided, Computey’s assessment of a Dispute will be based on the available information and may be determined in the Buyer’s favour where the balance of evidence does not support the Seller’s account.

Post-Sale Evidence submitted to Computey may be reviewed by Computey staff for the purpose of Dispute assessment, and further evidence may be requested in cases that deem it necessary. Such evidence is handled in accordance with the Privacy Policy.

2. Returns, Refunds, and Dispute Resolution

This section governs what happens when a Transaction gives rise to a complaint, a return request, or a dispute between a Buyer and a Seller, in addition to the statutory rights described in Section 4.6 of the Terms of Service.

2.1 Returns Window and Eligibility

A Buyer may request a return or raise a Dispute in the following circumstances:

• The item has not arrived within a reasonable period following the expected delivery date and the Seller cannot provide evidence of successful delivery;
• The item received is materially different from its Listing description, including where the item’s condition is materially worse than the stated Condition Grade;
• The item received is not the item described in the Listing;
• The item is damaged in a manner not disclosed in the Listing and not attributable to transit damage where the Seller has submitted valid Post-Sale Evidence of the item’s condition at dispatch; or
• The item is non-functional and was listed as functional;
• The item is incompatible with the Buyer’s intended use where the Seller has made an express representation in the Listing regarding compatibility with a specific system, device, standard, or configuration, and that representation is inaccurate.

or the avoidance of doubt, a Buyer who purchases an item that is incompatible with their intended use where no compatibility representation was made by the Seller in the Listing does not have grounds for a Platform Dispute on that basis. Buyers are responsible for verifying compatibility prior to purchase. Computey strongly recommends that Buyers use the Platform’s messaging system to confirm compatibility with the Seller before placing an order where compatibility is a material consideration. Where a Seller has made an express compatibility representation and that representation is found to be inaccurate, the Dispute will be assessed under Section 2.4 on the same basis as an item not as described.

Except for a Dispute raised on the ground that an item has not arrived, which may be raised once a reasonable period has passed following the expected delivery date as described above, a Dispute must be raised during the Confirmation Window, being the 3-day period following Delivery Confirmation. Where a Buyer confirms receipt of an order, the ability to raise a Dispute through the Platform’s internal process in respect of that order is extinguished, without prejudice to any statutory rights the Buyer retains against the Seller. Computey strongly encourages Buyers to inspect items carefully before confirming receipt.

Where a Buyer wishes to return an item on grounds not covered by the above, including a change of mind, the return is governed solely by the Seller's independently published Seller Return and Warranty Policy and is not subject to Computey’s Dispute process. Computey has no obligation to facilitate or fund change-of-mind returns.

2.2 Raising a Dispute

Before raising a formal Dispute, Buyers are strongly encouraged to contact the Seller directly using the Platform’s encrypted messaging system. Many issues are resolved faster through direct communication than through the formal Dispute process. Where direct communication does not resolve the issue, or where the Seller is unresponsive, the Buyer may proceed to raise a formal Dispute.

Formal Disputes are raised by submitting a support request to Computey via the Platform’s support channels, setting out the grounds for the Dispute and providing any supporting evidence. Buyers should include in their submission: a description of the issue, photographs of the item received where relevant, and any communications exchanged with the Seller in respect of the issue. Guest Buyers must include their order reference number and the email address used at checkout.

Computey will acknowledge receipt of a Dispute within 2 Working Days of submission and will notify the Seller that a Dispute has been raised. Dispute review is a manual process carried out by Computey’s support team. Where Escrow funds in respect of the disputed Transaction have not already been released to the Seller at the point Computey processes the Dispute, those funds are placed on hold pending resolution. Because Payout may occur automatically once the Confirmation Window expires, funds may already have been released to the Seller by the time a Dispute is submitted or acknowledged; where this is the case, Section 2.5 applies.

2.3 Computey’s Role in Dispute Resolution

Computey acts as a facilitating mediator in Disputes between Buyers and Sellers. Computey’s role is to assess the available evidence, apply the provisions of these Terms, and determine the appropriate outcome. Computey’s determination is binding on both parties in respect of the Platform’s internal Dispute process and in respect of the disposition of Escrow funds.

Computey’s determination does not preclude either party from pursuing their legal rights through the courts or through alternative dispute resolution mechanisms outside the Platform. A Computey determination in the Seller’s favour does not extinguish a Buyer’s statutory rights against that Seller, and a determination in the Buyer’s favour does not prevent a Seller from pursuing a civil claim against the Buyer where they believe the Dispute was raised in bad faith.

Where a Buyer is not satisfied with Computey's determination and wishes to pursue the matter further, they may seek recourse through the courts of England and Wales or through any alternative dispute resolution scheme to which Computey is a member, details of which are available at computey.com/help. Computey does not currently subscribe to a certified ADR scheme but will signpost Users to appropriate consumer bodies and statutory routes upon request.

Computey reserves the right to request additional information or evidence from either party in the course of a Dispute assessment. Where a party fails to respond to a reasonable information request within 5 Working Days, Computey reserves the right to determine the Dispute on the basis of the available evidence, which may result in a determination adverse to the non-responding party.

Computey will use reasonable endeavours to reach a determination in respect of each Dispute within 15 Working Days of the date of acknowledgement, having regard to the complexity of the matter, the responsiveness of the parties, and any requirement for physical testing under Section 2.4. Computey is not bound by this timeframe where circumstances outside its reasonable control cause delay, and will notify the parties of any anticipated delay and the reason for it.

2.4 Liability Assessment and Post-Sale Evidence

Computey’s assessment of liability in a Dispute is structured around the following framework, applied in sequence:

• Item not arrived: Computey will request delivery information and carrier tracking data from the Seller. Where the Seller has submitted Post-Sale Evidence including proof of carrier handover within the 7-Working-Day window from order confirmation, and the carrier’s tracking data indicates successful delivery, a rebuttable presumption of delivery applies and liability rests with the Buyer to demonstrate non-receipt. Where the Seller cannot provide proof of carrier handover, or where tracking data does not confirm delivery, liability is assessed in the Buyer’s favour and a refund will ordinarily be issued.
• Item not as described: Computey will first review whether the Seller submitted Post-Sale Evidence demonstrating the item’s condition and functionality at the point of dispatch. Where valid Post-Sale Evidence exists and the Seller’s evidence is consistent with the Listing, the parties are directed to liaise directly in the first instance. Where direct resolution is not achieved within 5 Working Days, Computey will mediate. Where no Post-Sale Evidence was submitted by the Seller, Computey will assess the Dispute on the basis of the Buyer’s evidence and the Listing content.
• Computey testing: In cases where the condition or functionality of an item cannot be assessed remotely from photographic or documentary evidence, Computey may, at its discretion, request that the item be submitted for physical inspection and testing. The nature of that testing and the cost framework applicable depends on the item category, as follows.
  • For standard components and peripherals – including but not limited to CPUs, GPUs, RAM, storage devices, keyboards, mice, and monitors – where physical testing is required, Computey will conduct or commission testing and will bear the reasonable cost of return postage to the Buyer or Seller as applicable upon resolution.
  • For high-value or complex items – including but not limited to complete desktop systems, gaming PCs, laptops, and server equipment – where the cost of physical shipping to Computey is commercially disproportionate relative to the dispute value or Computey’s current operational scale, Computey will in the first instance conduct remote assessment via telephone or video call with the relevant party, during which the party will be required to demonstrate the item’s condition and functionality as directed by Computey. Computey reserves the right to make its Dispute determination on the basis of such remote assessment without requiring physical shipment. Where a remote assessment is conducted, Computey's support team will produce a written summary of the assessment, including the date and time of the call, the identity of the parties present, the condition and functionality demonstrated, and any material observations made during the assessment. That written summary will be sent by email to both parties within 2 Working Days of the assessment being conducted and will form part of the evidence record for the Dispute. The remote assessment summary constitutes Computey's finding of fact in respect of the matters assessed and is binding on both parties within the Platform's internal Dispute process. Where physical shipment is nonetheless required for a high-value item and Computey determines this to be necessary, Computey will notify both parties of the cost implications before proceeding and both parties will have the opportunity to accept the outcome of remote assessment instead.
  • In all cases where physical testing is conducted, Computey’s test result constitutes its finding of fact for the purposes of the Dispute and is binding on both parties in respect of the Platform’s internal process. Where an item is tested and found to be functional and as described, the Buyer will be liable for the reasonable cost of return postage to the Seller, which Computey may deduct from any refund otherwise due or invoice to the Buyer directly.

2.5 Fund Handling During and After Disputes

Where a Dispute is raised during the Confirmation Window and Escrow funds have not yet been released to the Seller, those funds are placed on hold in Computey’s designated account with its Payment Processor pending resolution. Where funds have already been released to the Seller by the time the Dispute is raised or acknowledged, the remainder of this Section 2.5 applies. Computey will instruct its Payment Processor as to the disposition of any held funds upon reaching a determination, which may be a full refund to the Buyer, a full Payout to the Seller, or a partial split as Computey determines appropriate.

Where a Dispute is raised after the Confirmation Window has expired and funds have already been paid out to the Seller, Computey’s ability to issue a direct refund is constrained. In such cases, Computey will:

• Notify the Seller of the post-payout Dispute and request their voluntary cooperation in issuing a refund through Computey’s support channels;
• Mediate between the parties to facilitate a resolution;
• Where the Seller refuses to cooperate without reasonable justification, apply enforcement action against the Seller’s account in accordance with Section 8 of the Terms of Service, which may include suspension pending resolution;
• Where Computey's process establishes that the Seller is at fault, fund the Buyer's refund directly where necessary to meet the Buyer's entitlement to a timely refund, and pursue recovery of the refunded amount, including any foregone Commission, from the Seller in accordance with the debt provisions of this Section 2.5; and
• Where recovery from the Seller under the preceding paragraph is not reasonably achievable, including where the Seller's account has been closed, the Seller cannot be located, or the Seller is insolvent, assess whether a discretionary goodwill payment from Computey's own funds is appropriate, having regard to the circumstances of the case, the value of the Transaction, and the Buyer's conduct throughout.

A debt owed by the Seller to Computey in respect of a post-payout Dispute resolved against the Seller is constituted at the point Computey's process establishes the Seller's fault and quantifies the amount due, irrespective of whether Computey has at that point funded the Buyer's refund, intends to do so, or instead requires the Seller to fund the refund directly. The existence or pursuit of that debt does not delay, condition, or otherwise affect the Buyer's entitlement to a refund under this Section. The debt is recoverable in accordance with Computey's Payments & Payouts Policy.

Computey’s discretionary goodwill payment in post-payout cases is not a contractual entitlement and does not create a precedent. Computey is under no obligation to make such a payment in any given case and its decision in this regard is final.

2.6 Resolution Outcomes

Upon completing its assessment, Computey will communicate its determination to both parties. The possible outcomes are:

• Full refund to Buyer: Escrow funds are returned in full to the Buyer’s original payment method. No Payout is made to the Seller. Applicable where the item has not arrived and delivery cannot be evidenced, or where the item is found to be materially not as described and the Seller cannot demonstrate otherwise.
• Full Payout to Seller: Escrow funds are released to the Seller in full. Applicable where Computey determines that the Buyer’s Dispute is not substantiated by the available evidence, or where the item is found to conform to its Listing description upon Computey testing.
• Partial resolution: Escrow funds are split between the Buyer and Seller as Computey determines appropriate, having regard to the merits of each party’s position. Applicable in cases of partial non-conformity or where responsibility is shared.
• Referral to statutory channels: Where a Dispute raises issues that Computey cannot resolve through its internal process, including allegations of criminal conduct or fraud, Computey will refer the matter to the appropriate authority and notify the parties accordingly.

2.7 Manufacturer Warranty Claims

Where a Buyer or Seller requires assistance with a manufacturer warranty claim in respect of an item sold through the Platform, Computey may, at its discretion, offer facilitation assistance. This may include liaising with the manufacturer on the parties’ behalf and, where a manufacturer declines a warranty claim on grounds that Computey considers to be contestable, offering to test the item and provide an informal written account of its findings to support the parties’ claim. Where Computey agrees to conduct physical testing in connection with a manufacturer warranty facilitation request, the cost of shipping the item to Computey’s designated address is the sole responsibility of the Seller. Computey will bear the cost of returning the item to the Seller following testing. Where the item is found to be functional following Computey’s testing, no further facilitation obligation arises on Computey’s part and the Seller remains responsible for pursuing the warranty claim independently.

Computey’s involvement in manufacturer warranty facilitation is offered as a courtesy service and does not create any legal obligation on Computey’s part. Computey’s test findings are provided for informational purposes only and do not constitute professional technical certification. Computey accepts no liability for any outcome of a manufacturer warranty claim, whether or not Computey has offered facilitation assistance.

2.8 Bad Faith Disputes

Buyers who raise Disputes in bad faith, including where an item has been received and is as described, where the Buyer seeks to obtain a refund while retaining the item, or where the Dispute is raised with the intention of circumventing payment obligations, are in material breach of these Terms. Where Computey determines that a Dispute has been raised in bad faith, the Dispute will be closed in the Seller’s favour, the Buyer’s account will be subject to enforcement action in accordance with Section 8 of the Terms of Service, and Computey reserves the right to pursue recovery of any costs incurred in processing the bad faith Dispute. Recovery under this paragraph will be made, where possible, by charging the payment method the Buyer has on file, and otherwise by direct invoice or, where the sum remains unpaid, as a debt recoverable through civil proceedings.

2.9 Fee Recoupment and Cost Recovery

Where a Transaction results in a full refund to the Buyer following a valid Dispute, no Commission is payable by the Seller in respect of that Transaction, since Commission is assessed only at the point of Payout under Computey's Payments & Payouts Policy and no Payout is made where a full refund is issued. Where Computey's determination of the Dispute clearly establishes Seller fault, the Buyer will receive the full Transaction value, including the Payment Processor’s non-recoverable processing fee, and Computey will recover from the Seller, as a debt constituted at the point of that determination, both the Payment Processor’s non-recoverable processing fee and the Commission Computey would otherwise have earned on the Transaction had it completed. Where the Dispute outcome does not establish Seller fault, including where the Buyer's claim is upheld for reasons unconnected to the Seller's conduct, the Payment Processor’s non-recoverable processing fee is absorbed by Computey, and no Commission was ever payable by the Seller in respect of that Transaction for the reasons set out above.

Where a partial refund is issued, Computey’s Commission will be recalculated on the basis of the net Transaction value retained by the Seller following the partial refund, and any excess Commission already deducted will be credited accordingly.

Where Computey incurs costs in handling a Dispute, including but not limited to costs of physical testing, return postage, third-party assessment, the Payment Processor’s non-recoverable processing fee, and foregone Commission, Computey reserves the right to recover those costs from the party whose conduct gave rise to the Dispute, where Computey's investigation establishes that party's fault or bad faith. A debt in respect of those costs is constituted at the point Computey's investigation establishes that party's fault or bad faith. Cost recovery will be communicated to the relevant party in writing before being actioned, and is recoverable, where the liable party is a Seller, in accordance with Computey's Payments & Payouts Policy, and, where the liable party is a Buyer, by charge to the Buyer's payment method on file, by direct invoice, or through civil proceedings.

Nothing in this section creates an obligation on Computey to absorb costs arising from Seller misconduct or Buyer bad faith, and Computey reserves the right to seek reimbursement of any costs incurred in processing a Dispute where the outcome establishes that the Dispute arose from a party’s breach of these Terms.