Dispute Resolution Policy

At Project Emerald, we’re committed to creating a trusted community for circular fashion — one that values transparency, fairness, and accountability. While most transactions go smoothly, we understand that issues may occasionally arise between buyers and sellers. 

This policy outlines how disputes are handled on our platform and what steps we take to resolve them.

What Is a Dispute?

A dispute occurs when a buyer and seller cannot come to an agreement regarding a problem with an order, such as:

  • The item is not as described (e.g. wrong item, major undisclosed flaw)

  • The item was not received and there is no valid tracking provided

  • The item is counterfeit or violates platform policies

  • A refund was denied, and the buyer believes it was unjustified

Before Raising a Dispute

We always encourage buyers and sellers to try and resolve the issue directly through order messages. Most issues can be sorted quickly with open and respectful communication.

When to Escalate to Project Emerald

If the issue cannot be resolved within a reasonable timeframe (usually within 5-7 business days of raising the concern), buyers may contact Project Emerald Support to open a formal dispute.

To submit a dispute, buyers must provide:

  • Order number

  • Clear explanation of the issue

  • Supporting evidence (e.g. photos, tracking information, screenshots of messages)

Disputes must be raised within 5 days of delivery (or estimated delivery date if the item was not received).

How We Handle Disputes

Once a dispute is submitted:

  1. Our team will review the order details, messages, and submitted evidence from both the buyer and the seller.

  2. We may contact either party for additional information or clarification.

  3. Decision:
    Based on the evidence, we will make a fair and final decision. This may include:

    • Approving a refund (with or without requiring a return)

    • Closing the dispute without refund.

    • Taking action against accounts that breach our policies.

Return Requirements (If Applicable)

If a return is required as part of the resolution:

  • The buyer must use tracked shipping and provide a tracking number within 7 days

  • The item must be returned in the same condition it was received

  • Return shipping costs are the responsibility of the buyer (unless otherwise stated in the case

Failure to return the item within the required timeframe may result in the dispute being closed without a refund.


Finality of Decision

To maintain consistency and fairness, Project Emerald’s decision is final. Our role is to protect both buyers and sellers while upholding the integrity of the platform.

Keeping the Marketplace Fair

We monitor disputes for patterns of misuse (e.g. false claims, repeated complaints, policy violations). Buyers and sellers who are found to abuse the dispute process may be subject to warnings, account restrictions, or removal from the platform.


Need Help?

To open a dispute, please contact: hello@projectemerald.com.au
Include your order number and a description of the issue so we can help you as quickly as possible.