Buyer Protection Policy

1. What This Policy Is — and Why You Can Shop With Confidence

TerzyApp Buyer Protection is the buyer-facing heart of the TerzyApp Trust & Proof System. It exists for one reason: so you can order something made specifically for you and still feel as safe as you would buying off the shelf. When you place an order, your payment is held after checkout and is not paid out to the seller while your order is being made and delivered. If your item does not arrive, arrives damaged, is materially different from the order you confirmed, or has a verified defect, you are protected and entitled to a fair remedy. This Policy explains, in plain language, exactly what is protected, what is not, and the remedies available to you. It is the umbrella document; the detailed dispute process lives in the Dispute Resolution Policy, the reporting window in the Inspection Window Policy, and the payment timings and full mechanics in our Payment Protection Policy, all cross-linked below.

2. TerzyApp's Role — We Protect You, We Are Not the Seller

TerzyApp is a marketplace that connects you with independent tailors, fabric sellers, and designers. The contract of sale for your order is formed directly between you and that independent seller, who manufactures and supplies the item. TerzyApp is not the seller, manufacturer, or supplier (see Terms of Service Section 3). What TerzyApp does is administer the protection: we hold your payment, review what you and the seller each provide when something goes wrong, and then administer the outcome by releasing, continuing to hold, refunding, or partially refunding the funds. Money never moves on its own; a release to the seller always follows a TerzyApp review, and the timings are set out in our Payment Protection Policy. Refunds, remakes, and replacements are owed and funded by the seller; TerzyApp administers the outcome on your behalf. This intermediary role never reduces the statutory rights you hold against the seller under UK consumer law.

3. The Nature of Custom-Made Orders — Read Before You Buy

Most items on TerzyApp are made to order: produced to your chosen fabric, garment type, measurements, fit preference, style, and customisation. This is different from ready-to-wear, and it shapes what protection means. Because a made-to-measure or personalised item is created for you, you do not have an automatic 14-day change-of-mind return on it once production has begun. This reflects UK law — regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes made-to-specification and personalised goods from the standard withdrawal right (see Returns & Refunds Policy Sections 3 and 5, and Terms of Service Section 6). The single most important thing you can do is review every detail before you confirm: the seller, the fabric, the garment type, your measurements and chosen body profile, fit preference, customisation, colour, and delivery details. Confirming carefully is how you get the result you want — and the confirmed order becomes the reference point against which Buyer Protection measures any claim.

• You CAN still be fully protected if the item is not delivered, lost in transit, arrives damaged, is materially different from your confirmed order, or has a verified defect — the made-to-order rule never removes these rights.
• You do NOT have a change-of-mind return on a custom item simply because you no longer want it, picked a style/colour/fabric you now dislike, or found it cheaper elsewhere.
• Fabric is different in kind but not in principle: all fabric sold on TerzyApp is cut to the length you specify, so it too is made to your specification and carries no change-of-mind return, while your rights over faulty, mislabelled, or misdescribed fabric are untouched (Returns & Refunds Policy Section 5).

4. What Buyer Protection Covers

You are protected, and entitled to a fair remedy, when any of the following applies to your order. This list mirrors the protection structure buyers expect from major marketplaces, adapted for custom-made fashion.

• Your item was not delivered.
• Your item was lost in transit. Risk of loss in transit rests on the seller until you (or someone you nominate, other than the carrier) take physical possession — Consumer Rights Act 2015 section 28 (see Returns & Refunds Policy Section 15).
• Your item arrived damaged.
• The package arrived empty, or unusually light with the item missing.
• You received the wrong item, or an unrelated object instead of your order.
• The item is materially different from the order you confirmed.
• The fabric is wrong — a different fabric, colour, or fibre composition from the one you confirmed (beyond normal screen/dye-lot variation — see Section 6).
• The garment type is wrong.
• A confirmed customisation is missing (for example, a monogram, lining, collar style, or detail you confirmed at checkout).
• The item has a verified, serious production defect.
• The seller did not provide the evidence we reasonably asked for, or did not respond when we invited them to answer your report.
• Courier records support your account of non-delivery, loss, or damage.

5. What Buyer Protection Does Not Cover

So that protection stays fair to the honest tailors who make your clothes, Buyer Protection does not apply in the situations below. Crucially, none of these limits affects your separate statutory rights where an item is genuinely faulty, not as described, or not delivered — those rights always survive (see Section 7).

• Change of mind — you no longer want the item, or you would now choose differently.
• Wrong measurements that you supplied. If the finished item matches the measurements you gave but does not fit, the item is not faulty (see Returns & Refunds Policy Section 13 and Terms of Service Section 24). Fit and measurement disputes are assessed on their own facts, and alteration support may still be offered.
• Wrong body profile selected — for example, ordering against the wrong family member's profile.
• Unauthorised alteration, repair, washing, or modification of the item before the dispute has been reviewed — this prevents us from verifying the original condition (see Returns & Refunds Policy Section 16).
• Normal colour variation caused by your screen, lighting, camera, or natural dye-lot differences, where the item is materially consistent with the confirmed fabric and listing (see Section 6).
• Subjective dissatisfaction where the item genuinely matches your confirmed order — it is well made and correct, but not to your personal taste.
• Bad-faith claims, fabricated damage reports, manipulated media, or off-platform arrangements (see Section 9).

6. Colour, Fabric and Screen Variation

We try to show fabrics and garments accurately, but colours genuinely vary by screen, lighting, camera, texture, dye batch, and photography. A minor variation is usually not a defect if the item is materially consistent with the fabric and listing you confirmed. Where colour is critical to you, ask the seller for a physical swatch before ordering. However, a materially different colour, the wrong fabric, the wrong fibre composition, or a misleading description IS covered by Buyer Protection and may qualify for a remedy. This section summarises the position; the full treatment, including the handmade tolerance ranges for length and circumference, is set out in Returns & Refunds Policy Section 13 and Terms of Service Section 24, which control.

7. The 48-Hour Inspection Window Does Not Limit Your Legal Rights

We ask you to inspect your delivery and report any visible problem within 48 hours. Reporting quickly is the fastest route to a resolution and lets us keep your payment held while we review — it is not a deadline for your legal rights, and it is not the moment your payment is released. Your payment is held after checkout and is not paid out while your order is being made and delivered. After delivery is confirmed it becomes eligible for release to the seller once a review period has passed, and it is released only after a TerzyApp review — never automatically. Where you have reported a problem, the funds stay held while we look into it. The timings and full mechanics are in our Payment Protection Policy. If nothing is reported, you can still raise a claim afterwards, and we will review later claims where the law requires or where there is strong evidence of a hidden defect, fraud, courier failure, or serious production error. Most importantly: the 48-hour reporting window does not affect, reduce, or waive any mandatory consumer right that cannot legally be excluded. Under the Consumer Rights Act 2015 you keep your short-term right to reject faulty goods (normally about 30 days), the benefit of the reversed burden of proof in the first six months, and the longer statutory limitation period for defective or not-as-described goods, whether or not you reported within 48 hours. The reporting window is described further in the Inspection Window Policy. For high-value orders we recommend recording a short unboxing video — it makes any claim far easier to resolve in your favour.

• What the 48 hours IS: a reporting fast-track. A prompt report is the quickest way to a resolution and keeps your payment held while we review.
• What the 48 hours is NOT: a cut-off for your statutory rights, and not a timer that releases your payment. Faulty, not-as-described, and not-delivered protections survive well beyond it.
• Even after your payment has been released to the seller, you may still pursue a faulty-item or non-delivery claim under the Consumer Rights Act 2015 and the routes in Returns & Refunds Policy Sections 7 and 8.

8. Remedies — What You Can Receive

When a claim is upheld, the remedy is chosen to fit the problem. For custom garments, an alteration or remake is often the fastest route to the item you actually want, so we prioritise putting it right where that is reasonable; a full refund is generally reserved for serious cases such as non-delivery, a wrong item, a proven empty package, severe damage, a major production failure, or an unfixable material mismatch. The remedy is funded by the seller and administered by TerzyApp against the payment we are holding. Your statutory remedies under the Consumer Rights Act 2015 (refund, repair, replacement, or price reduction) remain available in every case and are never replaced by this menu.

• A free alteration by the original tailor, who receives the garment back and puts it right
• A partial refund towards an alteration you arrange locally yourself, where that is agreed case by case in the order chat
• Remake of the item
• Replacement
• Partial refund
• Full refund
• Refund of shipping where appropriate
• Platform credit or a goodwill voucher
• A courier insurance claim where the carrier is responsible
• Any other fair resolution suited to the circumstances

9. Fair Use of Buyer Protection

Buyer Protection works because both sides act honestly. Claims must be genuine and supported by accurate evidence. Manipulated media, fabricated damage, claiming an empty package without evidence, returning a different item, and arranging or requesting off-platform payment all undermine protection and may lead to a claim being rejected, payments being frozen, or account restrictions. Keep your order communication inside TerzyApp — off-platform messages and payments are hard to verify and may remove your protections. The full conduct rules are set out in the Acceptable Use Policy (Sections 4 and 13); this section simply highlights how they relate to your protection.

10. How to Raise a Claim, and Where to Find the Detail

If something is wrong, start in the in-app chat with your seller: describe the issue, attach clear photos (and an unboxing video if you have one), and identify your order. If you and the seller cannot resolve it between you, contact TerzyApp Support from the order and we will step in, review what both of you provide, and decide on the balance of the evidence. The step-by-step dispute process, evidence guidance, and decision standard are set out in full in the Dispute Resolution Policy. The statutory faulty-item claim flow — contacting the seller first, then bringing it to us — is set out in Returns & Refunds Policy Sections 7 and 8, which control for statutory claims. This Buyer Protection Policy is the umbrella; where it summarises a topic covered in more detail by the Returns & Refunds Policy, Terms of Service, Dispute Resolution Policy, or Inspection Window Policy, those documents control.

11. Your Rights Outside the UK

TerzyApp is operated from the United Kingdom and these protections are anchored to UK consumer law. If you are a consumer resident elsewhere, you keep the benefit of any stronger mandatory protections under your local law. Region-specific rights — for European Union residents, and for United States residents — are set out in the EU Addendum and the US Addendum respectively, which apply in addition to this Policy. Where local mandatory law gives you more, that law prevails.

12. Changes to This Policy

This Policy is part of the TerzyApp Trust & Proof System. We may update it from time to time. Where a change reduces your rights or adds obligations, we will give you advance notice in line with the notice period in our Terms of Service. Changes do not apply to orders already in progress, which remain governed by the version of this Policy in force when the order was placed. This Policy supplements, and is to be read with, the Terms of Service and the Returns & Refunds Policy; where this Policy and those documents describe the same subject, the more specific document controls.