What BK Store Buyer Protection covers
BK Store provides an internal assistance and dispute process for eligible orders completed and paid through BK Store. It is designed to help where an order is not dispatched, does not arrive, arrives damaged, is materially different from the listing, contains the wrong product, does not follow an agreed personalisation, or presents a credible safety concern.
Legal seller
The product page and order identify whether the seller is BK Store, an artisan or a partner brand and whether the marketplace seller acts as a professional trader or genuine private individual. Buyer Protection does not change that legal identity and does not replace mandatory consumer rights.
Eligibility
- The order must have been placed and paid through BK Store.
- The customer must first contact the seller through the BK Store order or messaging system.
- The claim and information supplied must be truthful and connected to the order.
- The customer must provide reasonable cooperation, such as photographs, tracking, packaging, measurements or personalisation records where relevant.
- The customer must not have completed a chargeback or received compensation twice for the same loss.
Not normally covered
- A change of mind where no legal or voluntary return right applies.
- Normal variation clearly disclosed for handmade products.
- Damage caused after delivery by misuse, prohibited modification or failure to follow instructions.
- An incorrect address supplied by the customer where correction was no longer possible.
- Off-platform payments, agreements or communications that BK Store cannot verify.
- A personal preference that does not amount to a defect, misdescription or breach of the agreed specification.
How the process works
Open a request from the order page and communicate with the seller. If the issue is not resolved within 72 hours, or urgent intervention is justified by safety, fraud or non-response, request BK Store review. BK Store may examine the listing, seller status, order, messages, personalisation, tracking, photographs, video and other relevant evidence.
Possible outcomes
- Further information or time for delivery.
- Correction, repair or replacement.
- Authorised return.
- Partial price reduction.
- Cancellation and full or partial refund.
- Release, withholding or deduction of seller funds.
- Listing or account restriction where appropriate.
BK Store authority
The BK Store administrator has authority to make the final decision within the internal marketplace system, issue or require a refund, and deduct the corresponding amount from current or future seller funds. Decisions are based on the available evidence, applicable law, the accepted listing and marketplace rules.
No restriction of statutory rights
Buyer Protection is an additional internal process. It does not prevent a customer or seller from using legally available consumer authorities, alternative dispute-resolution bodies or courts, and it cannot reduce a mandatory guarantee, conformity, withdrawal or safety right.