BUYER CENTER
Marqesa Inc. - Buyer Policy
This policy consolidates the rules useful to buyers concerning orders, delivery, returns, refunds, protection and issue resolution.
TABLE OF CONTENTS
- Marqesa's role and buyer rights
- Account and security
- Before ordering
- Payment and confirmation
- Delivery and tracking
- Cancellation
- Returns
- Refunds
- Damaged, wrong, defective or non-conforming product
- Order not received
- Authenticity and counterfeit products
- Buyer protection and issue resolution
- Communication with the seller
- Buyer reviews and content
- Fraud and abuse
- Off-platform transactions
- Review and contact
Marqesa's role and buyer rights
Marketplace
Marqesa connects buyers with independent sellers and provides tools needed for transactions, tracking and resolution of certain issues.
Rights
Mandatory rights under applicable laws in Canada continue to apply, including where they are more favourable than Marqesa's commercial policy.
Account and security
Account required
A buyer account is required to purchase on Marqesa. Buyers must provide accurate information, keep their address current and protect their credentials.
Verification
Marqesa may request additional verification where reasonably necessary for security, fraud prevention or a legal obligation.
Before ordering
Information
Buyers should be able to review essential transaction information, including description, price, charges, displayed taxes, delivery terms, restrictions and applicable return conditions.
Review
Before confirming, buyers must verify the product, quantity, address and other order information.
Payment and confirmation
Methods
Available payment methods and providers are shown on the platform and may change.
Confirmation
Marqesa provides a confirmation or means to retain essential transaction information where required.
Security
A transaction may be reviewed or delayed where verification is reasonably necessary.
Delivery and tracking
Partners
Delivery may be performed by different partners. Applicable options, charges and estimated timelines are those presented for the order.
Tracking
Where available, tracking may be used to inform the buyer and review a claim.
Proof of delivery
Reliable proof of delivery may be considered together with other case information. Marqesa may review an anomaly even where tracking shows delivery.
Cancellation
Request
A cancellation request may be submitted depending on order status. Commercial cancellation is not guaranteed once preparation or shipping has begun.
Law
Statutory cancellation rights continue to apply.
Returns
Period
Subject to rights under applicable laws in Canada, a return request for an eligible product may be made within 30 business days after delivery.
Return costs
Under Marqesa's commercial policy, return shipping costs are borne by the buyer unless a more favourable condition is displayed for the transaction or law requires another outcome.
Product condition
The product must be returned in the condition reasonably required by applicable return terms, considering the reason for return, nature of the product and legal rights.
Exceptions
Certain categories may be excluded or subject to special conditions where clearly disclosed and permitted by law.
Refunds
Validation
Where physical return is required, a refund may be processed after receipt or validation of the returned product, unless law requires otherwise.
Method
Refunds are normally directed to the original payment method where technically possible.
Partial refund
A partial refund may be offered where the buyer keeps the product and accepts that outcome, subject to mandatory rights.
Damaged, wrong, defective or non-conforming product
Report
Buyers should report the issue within a reasonable time and may be asked for photos, videos, packaging, serial numbers, messages or other relevant evidence.
Review
Marqesa may compare the received product with the listing, order information and evidence provided.
Outcome
Depending on the case and law, an outcome may include return, replacement, full or partial refund or another appropriate measure.
Order not received
Report
A buyer may report an order not received after the expected period has passed or tracking indicates a problem.
Evidence reviewed
Marqesa may review tracking, proof of delivery, address, communications and information available from delivery partners.
Incorrect address
A claim may be denied where the problem primarily results from an incorrect address supplied by the buyer, subject to circumstances and law.
Authenticity and counterfeit products
Authenticity
A product represented as authentic must be authentic.
Investigation
Marqesa may request invoices, references, serial numbers, sourcing evidence or other reasonable information from the seller and may temporarily remove a listing where justified.
Buyer protection and issue resolution
Purpose
Marqesa may offer a resolution mechanism for eligible purchases made on the platform.
Situations
This mechanism may be used to review non-delivery, damage, wrong items, material non-conformity, counterfeit products or a seller's failure to respond appropriately.
Cooperation
Buyers must provide accurate information, preserve relevant evidence and reasonably cooperate with review.
Decision
Marqesa may facilitate or determine an outcome under applicable rules and available evidence without reducing mandatory legal rights.
Communication with the seller
First contact
For ordinary issues, buyers may contact the seller through Marqesa tools to seek a solution.
Evidence
Communications made through Marqesa may be considered in case review.
Conduct
Threats, harassment, spam and requests for off-platform payment are prohibited.
Buyer reviews and content
Genuine reviews
Reviews must reflect a genuine purchase experience.
Manipulation
Fake or purchased reviews, benefits exchanged for positive reviews, threats, spam, illegal content and unjustified disclosure of personal information are prohibited.
Negative review
A legitimate negative review should not be removed merely because the seller dislikes it.
Fraud and abuse
Prohibited abuse
False non-delivery or non-conformity claims, returning a different item, intentional damage, duplicate claims for the same issue or attempts to obtain a double refund are prohibited.
Measures
Marqesa may deny an abusive claim, restrict features or suspend an account where fraud or abuse is reasonably established.
Off-platform transactions
No protection
Marqesa may be unable to protect or resolve a payment voluntarily completed outside its systems.
Circumvention
Buyers must not use Marqesa to initiate a transaction and then intentionally move payment off-platform to avoid applicable rules, fees or protections.
Review and contact
Review
A buyer may request review of a decision where new relevant information is available or a material error is alleged.
Contact
Marqesa Inc., 503-1144 Rockingham Ave, Ottawa, Ontario K1H 8L7, Canada. Email: [email protected]. Phone: 514-746-0691. Requests may also be submitted through forms or contact services available on the website.