1. Overview

We want every Sellexa experience to feel safe and fair. When something goes wrong, we want to fix it quickly. This policy explains how to make a complaint, what we will do with it, and what to do if you are not happy with how we have handled it.

This policy meets our obligations under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 ("UK ADR Regulations 2015") and the user-complaint provisions of the Online Safety Act 2023.

2. How to make a complaint

Email us at support@sellexa.app. To help us resolve things quickly, please include:

• Your name and the email address on your Sellexa account.
• The order number, listing URL, or username that the complaint relates to.
• A clear description of what went wrong and what outcome you would like.
• Any supporting evidence (screenshots, photos, tracking numbers).

3. Our service standards

• Acknowledgement: we will acknowledge your complaint in writing within 3 working days.
• Resolution target: we aim to resolve every complaint within 14 working days.
• Statutory backstop: the UK ADR Regulations 2015 require us to give a substantive final response within 8 weeks at the latest. If we cannot resolve your complaint in 8 weeks, we will explain why and signpost you to alternative dispute resolution (Section 5).

4. Internal escalation

If our first response does not resolve things, simply reply to the email and ask for the complaint to be escalated. A senior reviewer at Sellexa will take a fresh look and respond directly. We will not close the complaint until we have either resolved it or issued a final response confirming that we cannot take it any further.

5. Alternative dispute resolution (ADR)

If you remain unhappy after we have issued our final response, or if 8 weeks have passed without resolution, you can refer the complaint to an independent ADR provider. Sellexa's designated ADR provider for UK consumer disputes is:

RetailADR is approved by the Chartered Trading Standards Institute as a competent ADR body for retail disputes. You are not obliged to use them, you can also take the dispute to court, but ADR is usually faster, cheaper and avoids legal costs.

5.1 EU residents

Buyers resident in an EU member state can additionally use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. Following Brexit, this platform is no longer available to UK residents, UK-resident buyers should use RetailADR or the courts.

6. Complaints about content on Sellexa

If your complaint is about content posted by another user, for example, a listing that breaks our rules, a hateful message, an item infringing your intellectual property, please use the dedicated routes set out in our Community Guidelines and Intellectual Property Policy. Those routes integrate with our content-moderation workflow under the Online Safety Act 2023.

7. Contact