Disputes Policy

This Disputes Policy explains how KnifeMarket handles serious order issues that need investigation before a decision can be made.

KnifeMarket will review the available evidence from both parties and make a decision based on the information available.

☝️ IMPORTANT: Opening a dispute does not automatically mean that the Buyer or Seller is at fault. Both parties will be given a fair opportunity to explain their side before a decision is made.

If you are not sure whether your case is a return or a dispute, read our Returns vs Disputes guide.

Returns vs Disputes

A return usually applies when:

• the Buyer received the item
• the item can be returned to the Seller
• the issue fits KnifeMarket’s Return Policy or the Seller’s Return Policy

For more details, read the full Return Policy.

A dispute usually applies when:

• the package was not delivered, appears lost, or was marked delivered but not received
• the package arrived empty, damaged, tampered with, or with unrelated contents
• the purchased item was missing, or the wrong item was received and requires investigation
• the Buyer and Seller disagree about what was shipped or received
• courier investigation, fraud, abuse, or authenticity concerns are involved

KnifeMarket may decide whether a case should be handled as a return, a dispute, or both. In cases involving missing items, empty packages, unrelated contents, suspected fraud, courier issues, or conflicting claims, the Disputes Policy will usually apply first.

Opening a Dispute

Once the shipping courier updates the status to "Delivered", the order is considered delivered and the 5-calendar-day dispute period starts. After this period, KnifeMarket may refuse to open a dispute, unless there are exceptional circumstances.

A dispute may be opened if there is a serious issue with an order, including:

• the order was not delivered
• the package was marked as delivered, but the Buyer did not receive it
• the package appears lost during transport
• the wrong item was received and the case requires investigation
• the item is suspected to be a counterfeit, clone, replica, or unauthorized copy of a genuine brand
• the package arrived empty
• the package contained unrelated contents
• the purchased item was missing from the package
• the item arrived damaged and the cause is unclear
• the item was significantly different from the listing
• the package looked opened, damaged, resealed, or tampered with
• the Seller or Buyer is not responding about a serious order issue
• there is suspected fraud, abuse, or misuse of the platform

The Buyer must clearly explain the issue and may be asked to provide:

• order number, delivery date, and a clear description of the issue
• photos of the full package, shipping label, inner packaging, and everything received
• photos showing any damage, resealing, tampering, or unusual packaging
• any communication already sent to the Seller
• any other information requested by KnifeMarket
• For authenticity/counterfeit claims:
  • Highly detailed, clear close-up photos of brand logos, laser markings, and blade steel engravings
  • Close-up photos of specific hardware, for example pivot screws, pocket clips, body screws, or liners
  • The exact weight of the item in grams or ounces, if a scale is available
  • Photos of the box, packaging materials, labels, and any included documentation or certificates
  • A clear explanation pointing out the specific discrepancies between the received item and a known genuine manufacturer version

IMPORTANT: The Buyer must keep all packaging, labels, contents, and items received until the dispute is closed. The Buyer should not throw anything away, return anything, or arrange their own shipping unless KnifeMarket has approved it in advance.

Investigation Process

When a dispute is opened, KnifeMarket will review the Buyer’s claim and contact the Seller to give them a fair opportunity to respond before a decision is made.

The Buyer must provide any requested information within 5 business days. The Seller must respond within 5 business days. If either party does not respond in time, KnifeMarket may continue the review and make a decision based on the information available.

The Seller may be asked to provide:

• proof of shipment, tracking number, and courier receipt or drop-off confirmation
• package weight at the time of shipment, if available
• packing photos or videos, if available
• photos or records of the item before shipment, if available
• their explanation of what was packed and shipped
• any communication with the Buyer or other relevant evidence

KnifeMarket may review order details, listing details, tracking information, courier records, package weight, photos, shipment proof, communication between Buyer and Seller, account history, previous disputes, and any other information relevant to the case.

If the evidence suggests that the issue may have happened during shipping, KnifeMarket may request additional information from the Buyer, Seller, or courier. This may include package weight checks, delivery confirmation, damage reports, tampering reports, courier claims, or investigation with the shipping provider.

IMPORTANT: All shipments on KnifeMarket are fully insured for the total value of the order. If a courier claim is required, KnifeMarket may wait for the courier’s response before making a final decision. In some cases, especially where a courier investigation is needed, the process may take longer.

Authenticity and Counterfeit (Clone) Claims

KnifeMarket has a zero-tolerance policy for the sale of counterfeit, clone, or replica knives. If a Buyer opens a dispute claiming an item is not authentic, both parties may be asked to provide verifiable evidence.

Because modern clones can closely mimic genuine items, standard photos are often insufficient. KnifeMarket may require detailed evidence such as manufacturing flaws, font discrepancies, incorrect hardware, weight differences, packaging details, documentation, or proof of original purchase from an authorized dealer or reputable distributor.

If KnifeMarket determines that an item is a counterfeit or clone, the dispute will be decided in favor of the Buyer, the Seller's payout will be reversed, and the Seller’s account may be permanently suspended.

Temporary Account Actions

When a dispute is opened, KnifeMarket may take temporary action while the case is reviewed.

This may include:

• holding the Seller’s payout
• temporarily hiding the Seller’s listings
• temporarily limiting the Seller account to Buyer-only access
• pausing further selling activity
• reviewing previous order history
• reviewing previous disputes or suspicious activity

These actions are precautionary and do not automatically mean that the Buyer or Seller is at fault. They are used to protect both parties and the marketplace while the issue is being investigated.

Outcomes, Refunds and Returns

After reviewing the available information, KnifeMarket may decide on one or more of the following outcomes:

• full or partial refund to the Buyer
• payment released fully or partially to the Seller
• Seller payout cancelled, held, or reversed
• return approved or refused
• additional evidence requested
• courier claim opened
• account review, restriction, suspension, or removal
• case closed with no further action

If the evidence supports the Buyer’s claim, KnifeMarket may refund the Buyer and cancel, hold, or reverse the Seller’s payout. If the evidence supports the Seller, KnifeMarket may release payment to the Seller and close the dispute.

If the issue appears to be related to package theft, courier mishandling, loss, or tampering after shipment, KnifeMarket may open an insurance claim with the shipping provider. All shipments on KnifeMarket are fully insured for the total value of the order, but KnifeMarket does not guarantee that every courier or insurance claim will be approved.

If the insurance claim is denied and the available evidence does not show that the Seller failed to ship the item correctly, KnifeMarket is not required to cover the loss or issue a refund. KnifeMarket will review each case based on the available evidence and may decide on a fair resolution at its discretion.

If a return is required as part of the dispute resolution, it must be arranged through KnifeMarket. Buyers should not ship items back themselves unless KnifeMarket has approved it in advance. Unauthorized returns may be refused and may not be eligible for a refund.

If a refund is approved, KnifeMarket will initiate it after the dispute has been reviewed, any required courier claim has been resolved, or any required return has been completed. Please allow 5-10 business days for the refund to be processed by the payment provider.

Abuse and Final Decision

Both Buyers and Sellers are expected to provide honest, complete, and accurate information. False, misleading, incomplete, or fraudulent claims may result in the dispute being decided against the party, account restrictions, suspension, removal from KnifeMarket, cancelled or reversed payouts, refusal of future marketplace access, and/or legal action where appropriate.

Examples of abuse include repeatedly opening unsupported claims, providing false information, sending back a different item, claiming an item was missing when it was received, claiming an item was shipped when it was not, manipulating tracking, packaging, photos, or communication, or refusing to cooperate with KnifeMarket’s investigation.

KnifeMarket reserves the right to make the final decision in any dispute based on the available evidence. If no dispute or return claim is submitted within 5 calendar days after delivery, the Seller’s earnings may be fully released and no further claims may be accepted.