Contact the seller first
Customers should open the relevant order and contact the seller through BK Store. Messages sent through the platform create a record of the issue, response and proposed solution. Sellers must respond professionally and should normally reply within 72 hours.
When BK Store can intervene
Either party may request intervention when no solution is reached within 72 hours, the seller does not respond, the order is not dispatched, an agreed delivery or additional period expires, a product is materially different, damaged, faulty, unsafe or incorrectly personalised, or urgent action is needed to prevent fraud or harm.
Evidence
BK Store may consider the listing and version accepted at purchase, seller status, order data, selected options, personalisation record, messages, preparation status, tracking, proof of delivery, photographs, video, measurements, packaging, batch information and any other proportionate evidence. Evidence must not be falsified, edited misleadingly or obtained unlawfully.
Possible decisions
- Allow additional communication or an agreed delivery period.
- Require correction, repair, replacement or completion.
- Authorise a return to the correct seller or supplier address.
- Apply a partial price reduction.
- Cancel and issue a full or partial refund.
- Release, hold or deduct seller funds.
- Remove a listing or restrict an account.
- Escalate a product-safety concern or preserve information required by authorities.
Administrative authority
BK Store’s administrator has authority to decide the result within the platform and to execute the corresponding marketplace action. A seller must cooperate with an authorised refund or return and BK Store may deduct amounts from current or future seller balances. This process does not prevent either party from using consumer bodies, alternative dispute resolution or courts where available.
Verified reviews
Only a customer linked to a completed BK Store order may submit a verified review. Product and seller performance may be rated separately. Reviews may include relevant photographs and should describe the genuine purchase experience.
Seller responses and reports
A seller cannot edit or delete a customer’s review. The seller may publish a professional response or report the review to BK Store. Reporting does not guarantee removal; the administrator decides whether moderation is justified.
Review moderation
BK Store may remove or restrict content containing personal data, threats, harassment, hate, explicit material unrelated to the product, unlawful allegations, spam, advertising, manipulation, conflicts of interest, impersonation, false order claims or content unrelated to the transaction. A review will not be removed merely because it is negative or commercially inconvenient.
Review integrity
Sellers must not buy, reward, pressure, suppress or fabricate reviews. Customers must not threaten a negative review to obtain a benefit to which they are not entitled. BK Store may label edited resolutions, detect linked accounts and restrict users involved in manipulation.