Last updated 16 July 2020
We are committed to providing a secure and fair marketplace for our Suppliers, Customers and other users of the Site. To support this commitment, we have put in place several important rules and policies (“Policies”) that govern our expectations of all Site users.
VIOLATION OF ANY OF THESE POLICIES MAY RESULT IN MATERIALS MARKET, AT ITS SOLE DISCRETION, ENDING OR CANCELLING OFFERS, HIDING OR DEMOTING ALL OFFERS FROM SEARCH RESULTS, BLOCKING SOME OR ALL OF YOUR MESSAGES/COMMUNICATION WITH OTHER USERS, LOWERING YOUR RATING, BUYING OR SELLING RESTRICTIONS, AND ACCOUNT SUSPENSION. ALL FEES PAID OR PAYABLE IN RELATION ACCOUNTS ON WHICH WE TAKE ANY ACTION WILL NOT BE REFUNDED OR OTHERWISE CREDITED TO YOUR ACCOUNT.
These Policies are the Marketplace Rules and Policies referred to in the Terms and Conditions. THESE POLICIES ARE IN ADDITION TO, AND IN NO WAY LIMIT, YOUR OTHER OBLIGATIONS PURSUANT TO THE TERMS AND CONDITIONS OR OTHERWISE. Capitalised terms contained herein but not defined shall have the meaning set in the Terms and Conditions.
Please note that these Policies are subject to change and we reserve the right to change any of these at any time. Any changes will be published here and become effective immediately upon publication.
Do not offer to buy or sell outside of the Site. Offering to buy or sell outside of the Site, including sharing direct contact information prior to purchasing a Product, is not allowed.
Suppliers and Customers cannot:
engage in any action with another user on the Site designed to complete or facilitate a transaction outside of the Site;
share or request direct contact information prior to completing a sale;
Exception: contacting a Customer to fulfil a delivery
in any communications with another Site user, refer to or promote external websites that facilitate sales outside of the Site or other businesses;
use any user information to contact them to buy or sell off the Site;
list an item and then offer additional identical or related items for sale outside of the Site;
offer catalogues or other items that are used to order items directly outside of the Site; and
host Product descriptions or images outside of the Site.
Suppliers and Customers should:
Contact the Site if they wish to communicate with each other
Do not use the Site excessively or unreasonably. As a community, we want all users to be able to use and access the Site. You cannot upload excessive amounts of data repeatedly, create multiple Supplier or Customer Accounts, engage in the buying or selling process without the intention of actually buying or selling, post excessive enquiries without the intention of making purchases, or otherwise use the Site in an excessive or unreasonable way.
Follow the Code of Conduct principles. We expect you to adhere to the basic code of conduct principles that are outlined below:
Adhere to all applicable laws;
Maintain current Supplier and Customer Account information;
Never misrepresent yourself;
Always act in a manner that ensures a trustworthy experience for all Site users;
Never engage in any misleading, inappropriate or offensive behaviour. This applies to all your activities, including, but not limited to, the following:
information provided on your account;
the content of your reviews; and
communication between you and Materials Market, or you and other users.
Act fairly at all times. Unfair behaviour includes, but is not limited to, the following:
behaviour that could be deemed as manipulation of any part of the buying or selling experience;
actions that could be perceived as manipulating reviews, including by directly or indirectly contributing false, misleading or inauthentic content; or
actions that intentionally damage another Supplier, their listings or their ratings.
Responding to Site queries promptly; and
Be professional throughout the transaction.
Provide fair and honest feedback. Our reviews system allows users to rate each other after a transaction. It's a way to earn a good reputation as a Supplier and a Customer on the Site. While feedback is intended as an open forum, our guidelines and policies listed below are in place to ensure it is used constructively and fairly.
Do not use reviews as a way of blackmail to demand specific performance or Products and services not included in the order or reasonably expected;
Do not offer to buy, sell, trade, or give away reviews;
Do not register multiple accounts or work with others to exchange reviews with the purpose of artificially increasing your score; and
Do not buy or sell user accounts.
Do not make false reports. If you report another user for breaking our Policies, it needs to represent a genuine belief that there was a violation. We do not tolerate false reports of any kind.
Resolve disputes in good faith. Customers and Suppliers must follow our Dispute Resolution Policy for all Products bought on the Site as specified below.
Conditions that Customers must observe:
In the event of a dispute with a Supplier you should attempt to resolve this dispute to the best of your ability with the respective Supplier. While Materials Market is not a party to the contract for sale, if you have a complaint in relation to a Supplier or a Product purchased through the Site, you may contact us using the Site chat service, email, or contact form and we will pass your complaint to the Supplier. The Customer must communicate in the English language.
If you are unable to resolve the issue with the Supplier directly, you can ask us to begin a formal dispute resolution process. We will notify the Supplier of such and will then review all of the correspondence and the transaction between you and the Supplier to assess your complaint. We will use reasonable endeavours to help resolve the dispute between you and the Supplier, however, in the event that we are unable to resolve the dispute, you agree and acknowledge that we shall not be responsible for any loss as a result of the complaint and/or dispute.
By starting the formal dispute resolution process, you agree to co-operate with us fully throughout such process. You must promptly provide us with any information that we may require and respond to such request for information within forty-eight (48) hours of our request for information being made. If you fail to respond to our requests for information, we may not continue with the dispute resolution process and we may find in favour of the Supplier, deem the dispute resolved and close the case. Once closed, cases will only be reopened at our discretion.
You are obliged to return any items to the Supplier in the event that they are defective or not as described by the Supplier, or in the event that you claim non-delivery of an item which subsequently arrives.
You may only make one dispute resolution claim per order.
This Dispute Resolution Policy does not apply to purchases which have been refunded in full or which have been subjected to a 'chargeback' by your credit card, or purchases from Suppliers who are subsequently declared bankrupt, liquidated or placed into administration.
Conditions that Suppliers must observe:
In the event of a dispute with a Customer the Supplier is obliged to respond within three (3) business days to the Customer's complaint and to attempt to resolve the dispute to the best of its ability with the respective Customer through the assistance of the Site. The Supplier must communicate with the Site in the English language.
If such a dispute cannot be resolved satisfactorily and the Customer begins a formal dispute resolution process, we will contact the Supplier to ascertain more information about the order, and to determine whether the sale was conducted in compliance with the Terms and Conditions and in a reasonable manner.
Such requests for information must be responded to within five (5) business days. If the Supplier fails to respond to us within five (5) business days, or sends a reply containing insufficient or incomplete information, this may result in the sale being reversed and the Customer being refunded from the Supplier's account.
The Supplier is required to acknowledge and agree that if it fails to comply in full with the Terms and Conditions during the process of selling Products, we may instruct the payment processor to reverse the sale and the Supplier explicitly agrees that we may refund the Customer and take the sum of any refund from the Supplier Account.
We reserve the right to withhold any payments associated with the order until a dispute has been resolved.
If the Supplier has complied in full with the Terms and Conditions and the Product was in all respects compliant with the listing, then the claim may be rejected.
Suppliers who receive large numbers of claims from Customers may have some or all of their account privileges revoked, including without limitation suspension or termination of their Supplier Account.