When to raise a dispute.

You should contact Build Mat Mart Support if:

• The materials received do not match the listing description.
• Items are damaged, missing or incorrect.
• The buyer or seller has not followed the agreed terms.
• Delivery or pickup issues cannot be resolved directly.
• You believe another user has acted fraudulently or breached Build Mat Mart's Terms of Service.

Build Mat Mart Secure Payment Disputes

If you paid using Build Mat Mart Secure Payment through Stripe and there is an issue with the transaction:

-Do not mark the order as Delivered / Received or confirm completion while the issue remains unresolved.

• Contact Build Mat Mart Support through the Contact Us page in the Help Centre as soon as possible.

Please provide:

• A clear description of the issue.
• Relevant photos or other evidence.
• Details of communication between you and the other party.
• Any other information that may help us review the transaction.

Build Mat Mart will review the available information and advise on the next steps in accordance with our Terms of Service.

How Secure Payment Disputes Are Reviewed

When reviewing a dispute relating to a Build Mat Mart Secure Payment transaction, we may:

• Review the listing and transaction details.
• Review relevant messages sent through Build Mat Mart.
• Consider evidence provided by the buyer and seller.
• Compare the materials received with the original listing and agreed transaction terms.
• Request additional information from either party.

Depending on the circumstances and our Terms of Service, the transaction may remain incomplete while the issue is being reviewed.

Possible outcomes may include proceeding with the seller's payout, arranging an applicable refund or requesting further information from either party.

Pay Seller Directly Disputes

If you selected Pay Seller Directly, the payment was arranged between you and the other party and was not processed or held by Build Mat Mart or Stripe.

Build Mat Mart does not control funds exchanged directly between buyers and sellers and therefore cannot:

• Stop or reverse a direct payment.
• Release or recover funds.
• Issue a refund on behalf of the seller.
• Guarantee recovery of money or materials.
• Provide the payment protections available through Build Mat Mart Secure Payment.

Any payment dispute, refund, return or other financial issue relating to a direct-payment transaction must be resolved directly between the buyer and seller, subject to any rights and obligations that may apply under Australian law.

Build Mat Mart may still review reports concerning user conduct, misleading listings, suspected fraud or breaches of our Terms of Service, and may take appropriate action in relation to a user's Build Mat Mart account.

Try to Resolve the Issue First

For minor issues, we encourage buyers and sellers to communicate and attempt to reach an agreement before escalating the matter.

Keep your communication within Build Mat Mart messaging wherever possible so there is a record of what was agreed.

If you cannot resolve the issue, contact Build Mat Mart Support.

Suspected Fraud or Illegal Activity

If you believe you have been the victim of fraud or another criminal offence, you should contact the appropriate authorities.

Build Mat Mart may take action in relation to a user's account where we identify suspected misuse of the platform or breaches of our Terms of Service.

Where legally required or appropriate, Build Mat Mart may cooperate with law enforcement or other relevant authorities.

Important

To help protect yourself when buying or selling on Build Mat Mart:

• Keep important communication within Build Mat Mart.
• Check listing details carefully before agreeing to purchase.
• Confirm the price, quantity, condition and delivery or pickup arrangements.
• Inspect materials where reasonably possible.
• Do not confirm completion of a Secure Payment transaction while there is an unresolved issue.
• Take additional care when choosing Pay Seller Directly, as Build Mat Mart does not process or control those funds.

For full details regarding payments, disputes and user responsibilities, please refer to the Build Mat Mart Terms of Service.

Need Help?

If you're unsure what to do or whether Build Mat Mart can assist, contact us through the Contact Us page in the Help Centre.

Buy. Sell. Build Smarter.