Effective Date: 01/06/2025
Last Updated: 01/06/2025

This policy outlines how to report issues or raise disputes on Red Brick Markets, a marketplace operated by Cobble Lane Market Ltd. It applies to all users — including buyers, vendors, and public visitors.

1. What Can Be Reported?

You may submit a report to Red Brick Markets if you believe a listing, message, or user:

  • Violates our Content & IP Policy
  • Contains offensive, misleading, or harmful content
  • Lists restricted or prohibited items
  • Infringes copyright, trademark, or privacy rights
  • Is a scam or fraudulent in nature
  • Uses AI-generated content deceptively
  • Breaches our Terms of Use or Vendor Terms

2. How to Report a Problem

You can report any concern by emailing:

📩 privacy@cobblelanemarket.co.uk

Please include:

  • A link to the product, store, or user in question
  • A short description of the issue
  • Supporting evidence (e.g. screenshots, order numbers, delivery receipts, or proof of ownership)

We review all reports manually. You’ll receive a confirmation and (where relevant) an update within 7 working days.

3. Disputes Between Buyers and Vendors

If you’re a buyer and have an issue with a vendor, such as:

  • Item not delivered
  • Item not as described
  • Refund refused
  • Order cancellation ignored
  • Customisation issue

Please first message the vendor directly through the platform. Most issues are resolved quickly between buyer and seller.

If the issue remains unresolved after 14 working days, you may escalate to us:

📩 support@redbrickmarkets.co.uk

We’ll act as a neutral mediator and may:

  • Request documentation from both parties
  • Provide clarity on UK consumer law
  • Offer suggestions for resolution

🚫 Cobble Lane Market does not make binding decisions, issue refunds directly, or guarantee outcomes — but we may suspend sellers or listings if they breach marketplace standards.

4. Disputes Between Vendors

If two vendors are in dispute over:

  • Content or image ownership
  • Branding, listing copy, or store name similarity

Please email: privacy@cobblelanemarket.co.uk

We may:

  • Temporarily unpublish the disputed content
  • Ask both parties to provide proof of ownership or licensing
  • Resolve the issue at our discretion in the interest of platform safety

5. What Happens After a Report?

We will assess each report based on:

  • Evidence submitted
  • Legal obligations
  • Previous conduct
  • UK laws (including IP, consumer, and advertising law)
  • Stripe’s Prohibited Business terms

We may:

  • Remove or unpublish listings
  • Suspend or terminate user accounts
  • Request changes from vendors
  • Take no action if the report is unfounded

You will be notified when a resolution is made, but we may not share full details due to privacy obligations.

6. Enforcement

We reserve the right to:

  • Warn, restrict, suspend, or permanently remove users who violate our rules
  • Immediately unpublish content that is dangerous, illegal, fraudulent, or clearly infringing
  • Withhold marketing promotion for vendors under investigation

Repeat offences may lead to account termination without notice.

7. Timeframes

We aim to:

  • Acknowledge all reports within 2 working days
  • Respond with a resolution or update within 7 working days

Complex disputes may take longer, and we appreciate your patience while we gather necessary information.

8. Misuse of the Reporting System

To protect the integrity of the platform:

  • Do not submit false, malicious, or duplicate reports
  • Users found abusing the system may have reporting privileges removed or their accounts suspended

9. Contact

For general concerns, reports, or dispute escalation:

📩 privacy@cobblelanemarket.co.uk (Content/IP/violations)
📩 support@redbrickmarkets.co.uk (Order and buyer/vendor disputes)

Summary

Red Brick Markets provides a trusted, fair environment for UK buyers and sellers. While we do not act as the seller or final arbiter in disputes, we are committed to:

  • Promoting compliance with UK law
  • Maintaining a safe and respectful marketplace
  • Providing a fair mediation process where necessary