Raising Issues

There may be times where your transaction doesn’t go as smoothly as you’d like. If you have an issue with your order, we’re here to help.

Reporting an Issue after Delivery

A buyer has 3 days (72 hours) after delivery to inspect your frames and accept them. If no action is taken by the buyer within that 3 day window, their held payment will automatically release to the seller. If there is an issue the buyer must report it to Squinted via email within that 3 day window.

Once you’ve reported the issue:

• The order is temporarily suspended
• Your payment is held safely by our payment service provider until a solution is found

Reporting an Issue before Delivery

Each order placed shows delivery status updates in our app from point to purchase to point of delivery. If you see an issue with the delivery of your order (for example, if it’s been marked as delivered but you haven’t received it), you should report this to Squinted via email as soon as possible.

The parcel didn’t arrive

• If the parcel didn’t arrive and seems lost, you have to report the issue to us following the steps above. If the loss is confirmed, we’ll cancel the order and you’ll get a full refund.

The parcel was damaged in transit

• We recommend refusing a damaged parcel, if you can. If the order arrived but the parcel has been visibly damaged, you must report the issue to us by following the steps above. Once you’ve done this, we’ll contact you and the seller for more information about the damage.
• We may ask you to send us more evidence within a specific time limit. If you don’t provide all the evidence in time, we won’t be able to investigate or issue a refund. If the damage is confirmed, we’ll cancel the order and you’ll get a full refund.

Reporting an Issue - SNAD (Significantly Not As Described)

We consider items to be SNAD if they are significantly different from the listing description or photos. If the order arrived but it is significantly not as described, you must report this to Squinted via email as soon as possible. The seller can:

• Release a refund to you (partial or full refund) without requesting any reported items to be returned.
• Ask you to return any reported items to get a refund. You will be responsible for the return shipping costs.

If you’ve asked for a return, you’ll need to send any reported items back within 5 days. Otherwise, the payment will be released to the seller if the order isn’t returned. Squinted will step in to help in situations where the seller:

• Disputes the claim and believes that the item was described correctly:
• We’ll review if the item is SNAD or not, based on the evidence given by both sides.
• If our support team determines that the item is described appropriately, the order will be completed and the seller will receive the payment.
• If our support team determines it’s SNAD, the seller has 2 days to either request a return or release the refund to you.
• Reports an issue with the returned item:
• We’ll review the evidence and make a decision on the refund.
• Doesn’t respond within 14 days of you reporting the issue.
• If we believe the item is described appropriately, the order will be completed and the seller will receive the payment.
• If we believe it’s SNAD, the seller has 2 days to either request a return or release the refund to you.
• If the seller still doesn’t respond, the order will be cancelled automatically and you’ll get a refund.

Reporting an Issue - Counterfeit Items

If you have doubts about an item’s authenticity, you must report this to Squinted via email as soon as possible.

Once you’ve suspended the order, the seller has 48 hours to give their own proof about the item to help us determine its authenticity. You can give more proof during this time too (in addition to what you provided before).

We’ll carefully review all the information and notify you with our decision:

• No reason to doubt the authenticity of the item — the order will be completed and the refund won’t be issued.
• It’s unclear if the item is authentic (ambiguous case) — you’ll need to return the item to the seller to get a refund.
• The item doesn’t seem to be authentic — you won’t have to return the item and we’ll refund you for it. If the counterfeit was part of a bundle, you’ll have to return any items that we determine as SNAD to get a refund for those.

If we inform the seller that the item doesn’t seem to be authentic, they have 24 hours to dispute our decision and provide new proof of authenticity. If they provide new proof within this time, we’ll review it and then make our final decision.