Chargeback Policy

Chargeback Policy for ScandiSocks

At ScandiSocks, we are committed to providing a high level of customer satisfaction. If you have any concerns regarding your order or payment, we ask that you contact our customer support team before initiating a chargeback with your bank or payment provider. Chargebacks can result in additional fees and delays in resolving your dispute, which can affect our ability to provide prompt assistance. Below is our chargeback policy:

1. What is a Chargeback?

A chargeback is a process where a customer disputes a transaction with their bank or credit card provider, asking for the payment to be reversed. Chargebacks can occur for several reasons, such as fraud, unauthorized transactions, or dissatisfaction with a product or service.

2. Why Contact Us First?

If you have an issue with your order, we strongly encourage you to reach out to our customer service team first. We are committed to resolving any concerns you may have, whether it's about your order status, delivery, product quality, or a billing discrepancy. We believe most issues can be resolved quickly and effectively without the need for a chargeback.

3. Steps to Resolve an Issue:

If you encounter any issues with your order, please follow these steps:

  1. Contact Us: Email us at hello@scandisocks.co.uk or use our online contact form within 14 days of receiving your order. Provide your order number, and a detailed description of the issue.
  2. Resolution: Our customer support team will work with you to resolve the issue, whether it’s offering a refund, exchange, or other solutions. We aim to resolve all issues promptly and professionally.

4. When Chargebacks are Not Accepted:

We reserve the right to dispute chargebacks in the following situations:

  • Uncontacted Issues: If a chargeback is initiated without first attempting to resolve the issue with our customer support team.
  • Unauthorised Claims: If the chargeback is filed under the claim of unauthorized transactions, but the customer’s payment information was used with permission.
  • Fraudulent Claims: If the transaction is proven to be legitimate, and the customer does not return the product when requested as part of the resolution.

5. Chargeback Fees:

Please note that chargebacks are costly and can lead to additional processing fees from our payment processor. If we are forced to contest a chargeback, the associated fees will be passed on to the customer, in addition to any other amounts owed.

6. Fraud Prevention:

ScandiSocks takes fraud prevention very seriously. We use secure payment gateways and monitor transactions for suspicious activity. If we suspect fraudulent activity related to a chargeback claim, we may take legal action to recover losses.

7. Refund Policy:

For full details on our refund policy, please refer to our [Returns & Refunds Policy](link to your refund policy). Refunds are generally processed once we have received the returned goods in accordance with our refund terms. Customers must return the order at their own costs.

8. Post-Dispute:

If the customer fails to return the order, a dispute on the chargeback will be submitted on grounds of Fraud. If the chargeback dispute goes in favour of the customer, said customer will have 7 days to return the order at their own costs. Failiure to return withiin 7 days will result in both court action, and fraud action being taken.

9. Conclusion:

We value our customers and want to ensure that every transaction is smooth and satisfactory. Please communicate directly with us before initiating a chargeback, as this is often an unnecessary step that can delay the resolution process.

For further inquiries or assistance, please contact us at hello@scandisocks.co.uk.