1. Which rules apply to your deal
VendorLink is rolling out in two phases, and the answer differs by phase.
- Phase 1 — RFQ only. The contract is concluded directly between Buyer and Supplier, off the Platform. Cancellation, returns, refunds and warranty are governed by that contract and by Azerbaijani law. VendorLink holds no money and is not a party (see section 6 of the Terms of Use), but we will act on reports of misconduct under the Acceptable Use Policy.
- Phase 2 — orders placed on the Platform. The rules in sections 2 to 5 below apply.
2. Cancelling an order (Phase 2)
A Buyer may cancel free of charge until the Supplier marks the order as accepted or dispatched, whichever is earlier. After that, cancellation depends on the Supplier’s stated terms, and for made-to-order or custom-specification goods may not be possible.
3. Goods that are faulty, damaged or not as described
If what arrives does not match the agreed specification, is damaged in transit, or is defective, notify the Supplier through the Platform within [DEFECT NOTICE PERIOD] of delivery, with photographs and the order number. The Supplier must then, at the Buyer’s reasonable choice, repair, replace, or refund. Shipping costs for returning non-conforming goods are borne by the Supplier.
Business-to-business sales in Azerbaijan do not carry the statutory consumer withdrawal right. Where a Buyer is nevertheless a consumer within the meaning of the Law “On Protection of Consumer Rights”, that law’s mandatory rights apply and take precedence over this policy.
4. How refunds are paid (Phase 2)
Approved refunds are returned to the original payment method within [REFUND DAYS] days of agreement or of our decision in a dispute. Where commission was charged, it is refunded proportionally to the Supplier.
5. Disputes between Buyer and Supplier
- Talk first. Raise the issue with the other party through the Platform. Most problems are specification misunderstandings and are resolved here.
- Escalate to us. If there is no resolution within [ESCALATION DAYS] days, either party may write to [DISPUTES EMAIL] with the order or RFQ reference and evidence.
- Our review. We ask both sides for their account and evidence, and respond within [DISPUTE RESPONSE DAYS] days. In Phase 2, where we hold funds, we may hold the disputed amount until the dispute is resolved.
- Outcome. In Phase 2 we may decide how held funds are released. In Phase 1 our role is limited to mediation and, where warranted, enforcement action against an account.
- Beyond the Platform. Nothing here prevents either party from pursuing its rights in court or in arbitration if agreed.
6. Abuse of this policy
Repeatedly raising unfounded disputes, refusing to return goods after a refund, or fabricating evidence is a breach of the Acceptable Use Policy and may lead to account closure.
7. Contact
[DISPUTES EMAIL] · Vendorlink MMC, [REGISTERED ADDRESS], Baku, Azerbaijan