Support Center

Disputes

Disputes on Materia Market occur when a buyer and a seller disagree on the specifics of a listing. Materia Market will get involved when a buyer does not approve of an item they purchased from a seller and they provide valid proof to this claim.

There is nothing you need to do to begin a dispute - we will be notified of item that are not approved and will begin a case to evaluate the situation.

In order to be as transparent as possible we'll outline the dispute process here but please note that each dispute is unique and we do not always follow these exact procedures depending on the information that is provided.

The four basic dispute situations are:

• Item not as described
• Received wrong item
• Item damaged in shipping
• Other

Item Not as Described

If you receive an item from a seller that was not as described it is important to provide as much detail as possible so we can determine what your expectations were and where the problem is. The "Disapproval Wizard" within the App will guide you through the process.

If it is determined that the item was not accurately described in the listing by the seller in most cases we will issue a complete refund. Inaccurate listings are monitored closely and sellers that have a patterns of this behavior risk being banned from the Materia Market community.

Received Wrong Item

If you receive an item from a seller that is clearly the wrong item it is important that you report the listing as soon as possible. We will review the case and reach out to the seller to determine if this was simply an error or not. If it was an error we'll work with all parties to determine the best way to proceed, which could involve cancelling the order and issuing refunds, or arranging shipments to swap the items with the correct ones.

Item Damaged in Shipping

If you receive an item that you suspect was damaged in shipping it is important that you report the listing as soon as possible. We will review the case and optionally ask for photos of the damage. If the item was clearly destroyed in shipping i.e. a crushed box etc then we will take the appropriate actions to resolve this with the carrier. Our options are somewhat limited in this situation and in most cases will result in a refund of the item.

Other

If you report an issue with an item that does not fall within the categories above please provide as much detail as possible about the problem as soon as possible. We will reach out to the appropriate parties if necessary and work hard to resolve the issue in the most favorable way. These cases are evaluated individually and each one is unique, but rest assured we will strive to make everyone happy and come to a satisfactory solution.