Disputes Policy

This Disputes Policy explains how KnifeMarket handles serious order issues that require investigation before a refund, return, Seller payout, courier claim, account restriction, or other resolution can be decided.

This policy is separate from KnifeMarket’s Return Policy. The Return Policy applies when the Buyer has received the item and the item can be returned to the Seller.

The Disputes Policy applies when there is a serious issue with the order, such as a missing item, empty package, unrelated contents, courier issue, suspected tampering, suspected fraud, or conflicting information from the Buyer and Seller.

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.

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

A dispute usually applies when:

• the Buyer claims the package was not delivered
• the Buyer claims the package was empty
• the Buyer claims the package contained unrelated contents
• the Buyer claims the purchased item was missing
• the Buyer and Seller disagree about what was shipped or received
• the package may have been damaged, opened, resealed, or tampered with
• courier investigation may be required
• fraud or abuse is suspected

KnifeMarket may decide whether a case should be handled as a return, a dispute, or both.

If a case could fall under both the Return Policy and the Disputes Policy, KnifeMarket may decide which process applies based on the situation. 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

A dispute must be opened within 5 calendar days after the order was delivered. Once the shipping courier updates the status to "Delivered", the order is considered delivered and the 5-day 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 wrong item was received
• 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
• clear description of the issue
• photos of the full package
• photo of the shipping label
• photos of everything received
• photos of the item or contents inside the package
• photos of any inner packaging
• photos of any damage, unusual packaging, resealing, or tampering
• whether the package looked opened, damaged, resealed, or tampered with
• 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 (e.g., pivot screws, pocket clips, body screws, 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
• courier receipt or drop-off confirmation
• package weight at the time of shipment, if available
• packing photos or videos, if available
• explanation of what was packed and shipped
• photos or records of the item before shipment, if available
• any relevant communication with the Buyer
• any other evidence that helps explain the situation

KnifeMarket may review any relevant information, including:

• order details
• listing details and photos
• item description
• tracking information
• courier records
• delivery confirmation
• package weight
• courier receipt
• Buyer photos
• Seller shipment proof
• packing photos or videos
• communication between Buyer and Seller
• Buyer account history
• Seller account history
• previous disputes
• suspicious activity
• courier claim information
• 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 report
• tampering report
• courier claim
• investigation with the shipping provider
• confirmation of where and when the package was delivered

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, the burden of proof shifts to both parties to provide verifiable evidence.

Because modern clones can closely mimic genuine items, standard photos are often insufficient. KnifeMarket may require the Buyer to highlight specific manufacturing flaws, font discrepancies, incorrect hardware types, or weight variances compared to official manufacturer specifications (e.g., genuine Benchmade, Spyderco, Chris Reeve, etc.).

The Seller may be required to provide 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 refund to the Buyer with Seller's payout cancelled, held, or reversed
• partial refund to the Buyer with partial payout to the Seller
• payment released to the Seller
• return approved
• return refused
• Buyer and Seller asked to provide additional evidence
• courier claim opened
• case closed with no further action
• Seller account reviewed
• Buyer account reviewed
• temporary or permanent account restrictions
• suspension or removal from KnifeMarket

If the evidence shows that the Buyer did not receive the correct item, did not receive the purchased item, or that the Seller failed to fulfil the order properly, KnifeMarket may refund the Buyer. In this case, the Seller’s payout may be cancelled, reversed, or held.

Depending on the situation, the Seller’s account may also be reviewed, restricted, suspended, or removed from KnifeMarket.

If the evidence shows that the Seller shipped the correct item properly, and the Buyer’s claim is not supported by the available evidence, KnifeMarket may release the payment to the Seller and close the dispute.

If the issue appears to be related to package theft, courier mishandling, or tampering after shipment, the Buyer may be advised to contact the courier or local authorities where appropriate.

If KnifeMarket decides that an item should be returned as part of the dispute resolution, the return must be arranged and processed through KnifeMarket. Buyers should not ship items back themselves unless KnifeMarket has approved it in advance.

If a return is approved, KnifeMarket will provide instructions and, where applicable, a prepaid insured return shipping label.

Returns sent without KnifeMarket’s authorization may be refused and may not be eligible for a refund.

If a refund is approved, KnifeMarket will initiate the refund according to the dispute decision.

Refunds may be issued after:

• the dispute has been reviewed
• the courier claim has been resolved
• the Seller has received a returned item, if a return is required
• KnifeMarket has confirmed that the Buyer is eligible for a refund

Refund processing times may vary depending on the payment provider, but are normally processed within 1-3 business days.

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 restriction
• account suspension
• removal from KnifeMarket
• cancelled, held, or reversed payouts
• refusal of future marketplace access
• legal action where appropriate

This applies to both Buyers and Sellers.

Abuse of disputes, refunds, returns, or claims may result in account limitations, suspension, removal from KnifeMarket, and/or legal action.

Examples of abuse may 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
• refusing to cooperate with KnifeMarket’s investigation

KnifeMarket will review the information provided by both sides and make a decision based on the available evidence.

KnifeMarket reserves the right to make the final decision in any dispute.

Our decision may be based on order information, tracking details, courier information, photos, communication history, account history, previous disputes, and any other relevant details.

Failure to provide requested information may affect the outcome of the dispute.

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.