Last updated: 27 November 2024.

NOTE: Our Disputes Resolution Policy is a work-in-progress which will be finalised prior to the platform's official launch for customers. Green Marketplace will operate in accordance with all relevant legislation.

Green Marketplace is a dropshipping platform which processes orders and passes those orders directly on to third-party vendors to be fulfilled. All information about products listed is provided by vendors, including description, images, and pricing. It is the vendor's responsibility to ensure that information is correct and remains up-to-date. Disputes relating to product descriptions or promotional material may be raised with either Green Marketplace (in which case we will contact the vendor) or with the vendor directly. Disputes relating to ethical accreditation should be raised with Green Marketplace in the first instance. Our staff will then work with vendors as appropriate to clarify and resolve any issues.

It is primarily the responsibility of vendors to work with customers to resolve any disputes relating to:

• product delivery (e.g. shipping delays or lost orders)
• product quality or faults (e.g. the product is damaged or not what the customer expected)
• post-sale service and customer care

It is the responsibility of Green Marketplace to resolve disputes relating to:

• order payments and processing
• ethical accreditations

Any disputes raised with Green Marketplace that do not fall within our domain of responsibility will be forwarded to vendors for them to resolve directly with the customer. In the event that good faith efforts between customer and vendor to resolve an issue have been exhausted without satisfactory resolution, a vendor or customer may ask Green Marketplace to assist. We will exercise discretion in determining whether it is appropriate to intervene and how to intervene, with regards to relevant consumer law, our ethical accreditations framework, and the values of the Green Party charter.

If, after evaluating an unresolved dispute, it is our opinion that a vendor is not complying with the platform's ethical requirements or acting in accordance with the values of the Green Party charter, we will give notice to the vendor to remedy the issue. If the issue is not remedied within a reasonable timeframe we reserve the right to de-list products or the vendor from Green Marketplace until and unless the issue is resolved to our satisfaction.

Nothing in the policy above supersedes Green Marketplace or our vendor's obligations under the Fair Trading Act 1986, Consumer Guarantees Act 1993, or any other relevant legislation.