Complaints Procedure

We want every order to go right. If something didn't, this is how to tell us and what happens next. ProxyDock is a trading name of NOVATORA MARKETPLACE LTD. NOVATORA MARKETPLACE LTD, a company registered in England and Wales under company number 17451698, with its registered office at 20 Wenlock Road, London, N1 7GU, United Kingdom.

1. Tell us

Email support@proxydockstore.com with your order number (or payment reference), the email on your account and what went wrong. Screenshots or error messages help.

2. We acknowledge within 24 hours

A person replies within 24 hours to confirm we have your complaint and who is handling it.

3. We resolve within 14 days

Most complaints are resolved within 2 business days. If one needs investigation — for example with our infrastructure provider — we give you a final answer within 14 days and tell you what we will do: fix or replace the proxy, refund to your card, or explain why we can't.

4. If you are not satisfied

Reply to our final answer and a director will review it within a further 14 days. You also keep all your statutory rights: you can contact your card issuer about a payment, or get free advice from Citizens Advice (UK) or your local consumer body.

See also our Refund & Cancellation Policy and Delivery Policy.