Buyer protection
What you are covered for, and what to do when an order does not go the way it should.
What you are covered for
Four things, each of which the system enforces rather than promises.
Cancel before a vendor starts
While a vendor has not yet begun preparing your order, you can cancel it. On an order spanning several vendors you can cancel one vendor's part and keep the rest — you are not forced to abandon the whole basket because one shop cannot fulfil.
A refund is capped at what you paid
Not at the item's current price, and not at a figure somebody types in. The limit is the amount actually received on your order minus anything already returned, applied when the refund is processed.
Every order names who is responsible
A multi-vendor order is split into a part per vendor, each with its own status. You always know which vendor has your item and which part of the order a problem belongs to.
A person to escalate to
If a vendor will not put something right, Noques can step in. There is no automated claims system — there is a human who reads the order and the messages, which is slower and considerably more useful.
If an order goes wrong
Three steps, in this order.
Contact the vendor through the order
They packed it, they have it in front of them, and most problems end here. This is the fastest route, not a hoop to jump through.
Cancel, if it has not been started
An order a vendor has not begun can be cancelled outright, including one vendor's part of a larger basket.
Escalate to Noques
If the vendor does not resolve it, use the contact form with your order number. A person reads it, looks at the order and the payment behind it, and decides what to do.
Being straight about this
Noques does not offer a blanket money-back guarantee or a fixed resolution deadline, because neither would be true yet. What exists is above: cancellation, a hard refund ceiling, per-vendor accountability and a person who will read your order. As the marketplace grows, anything added here will be something already built rather than something advertised first.
Something gone wrong with an order?
Start with the vendor through the order itself. If that does not resolve it, tell us and include your order number.