Fit & Alteration Resolution Policy

1. Quick Summary — Read This First

This Policy explains, in plain language, what happens when a custom-made item does not fit the way you hoped, and how alterations and remakes work on TerzyApp. It is part of the TerzyApp Trust & Proof System. Read this short summary first; the rest of the Policy gives the detail. The most important point: a fit problem is handled differently depending on what caused it — and your legal rights as a consumer are always protected when an item is genuinely faulty.

• You are protected when a fit problem is the tailor's fault. If the finished garment does not match the confirmed measurements, the agreed specification, or the published making tolerances, the Seller will put it right — by free alteration, a free remake, or a refund for serious cases. You never pay for the tailor's mistake.
• Fit problems caused by the information you gave are handled as a paid or goodwill service. If the item was made correctly to the measurements, profile, and choices you confirmed, but it does not fit because that information was inaccurate, your body changed, or the look is a matter of personal taste, the Seller may offer a paid alteration with the original tailor, a partial refund toward an alteration you arrange locally if that is agreed in the in-app chat, or goodwill credit. A refund usually does not apply here, because the item was made to your specification.
• Alteration comes first where the item is basically right. Where a garment is close and only needs adjustment, we and the Seller will prioritise altering it over an immediate refund — it is faster, and it keeps the item you chose.
• Please do not alter, wash, or repair the item before it is reviewed. If you change the garment yourself before we look at it, we may no longer be able to confirm what the original issue was.
• The 48-hour inspection window is a convenience, not a deadline on your rights. Reporting quickly is the fastest route to a resolution and lets us keep your payment held while we review; it is not the moment your payment is released, and it never shortens or removes the legal rights you have if an item is faulty, not as described, or not delivered.
• TerzyApp is the marketplace, not the seller. Your contract is with the independent tailor. Remakes, alterations, and refunds are owed and funded by the Seller; TerzyApp holds the payment, reviews what both sides provide when you bring a problem to Support, and releases or refunds accordingly.

2. How This Policy Fits With Our Other Policies

This Policy is part of the TerzyApp Trust & Proof System and supplements our Terms of Service and our Returns & Refunds Policy. It focuses on one thing: fit, tolerance, alteration, and remake outcomes for custom-made garments. Where another policy already governs a topic in detail, that policy controls and this one simply points to it, so you only ever read one rule for one situation. In particular: the no-change-of-mind rule for made-to-order garments is in the Returns & Refunds Policy §3 and Terms §6; your non-excludable rights for faulty, mislabelled, or misdescribed items are in Returns & Refunds Policy §7 and Terms §17; alterations to a garment you already own (which you ship to a tailor) are in Returns & Refunds Policy §16; and the full dispute path is in Terms §9. Where mandatory consumer-protection law in your country of residence gives you stronger rights than this Policy describes, that law prevails. This Policy is written and executed in English; translations are for information only and the English version is authoritative.

3. Why Fit Is Treated Differently From a Fault

A custom garment is built around the measurements, body profile, fabric, fit preference, and customisation choices you confirm at checkout. That makes fit unusual: the same finished garment can be 'perfect' or 'wrong' depending entirely on whether the inputs were right. So before deciding any outcome, we look at the cause. We treat a fit concern as a tailor production error when the garment does not match what was confirmed — for example, the finished measurements fall outside the agreed specification and the published making tolerances, the wrong size was cut, or the construction does not follow the confirmed customisation. We treat a fit concern as buyer-supplied when the garment was made correctly to your confirmed inputs but does not fit because the measurements or profile were inaccurate, because you selected the wrong saved profile, because your body changed after you ordered, or because the result is a subjective preference rather than a measurable defect. Most fit reviews come down to a simple comparison: do the finished garment's measurements match the confirmed order within tolerance? To help us answer that fairly, the tailor is asked to provide production and quality-check evidence, and you provide fit photos and, where relevant, measurement photos. The tailor's evidence requirements are set out in the Tailor Agreement; what we ask from you is in Section 8 below.

4. Before You Report a Fit Issue — Please Don't Modify the Item

To protect your own claim, please leave the garment in the condition you received it until the review is complete. A custom garment is the central piece of evidence in any fit review, and once it has been changed we may not be able to tell what the original problem was — which can weaken or prevent a remedy you would otherwise have been entitled to.

• Do not cut, take in, let out, re-hem, repair, wash, dry-clean, or otherwise modify the item before we have reviewed it, unless we give you written approval to do so through the in-app chat.
• Do keep the item, its packaging, and any tags until the review ends.
• Do take clear photos (and a short video where it helps) showing the fit issue on the body, and any measurement points relevant to your concern.
• If you arrange your own alteration or repair before the review without our written approval, we may be unable to verify the original issue, and that may reduce or remove the remedy available to you.
• This 'don't modify first' rule is about preserving evidence — it never replaces or delays a statutory remedy you are entitled to for a genuinely faulty item (Section 7).

5. Fit Issues Caused by Your Measurements, Profile, or Preference

You are still supported when an item was made correctly but does not fit because of the information provided or a change of preference — but the support takes the form of help getting to the right fit, rather than a refund. This is because, under UK law (regulation 28(1)(b) of the Consumer Contracts Regulations 2013) and as set out in Returns & Refunds Policy §3 and Terms §6, a garment made to your specification is not eligible for a change-of-mind refund once production has begun. A garment is not faulty simply because the measurements you (or an authorised family member) supplied were inaccurate, or because the finished look differs from your subjective expectation (see Terms §24).

• Typical buyer-supplied situations: measurements entered or scanned inaccurately; the wrong saved body profile was selected at checkout; your body measurements changed between ordering and delivery; the cut, drape, or styling is a matter of personal taste while still matching the confirmed order; normal colour variation between screen and fabric (covered in Returns & Refunds Policy §13).
• What the Seller may offer: a paid alteration with the original tailor, a partial refund toward an alteration you arrange locally where that is agreed case by case in the chat, a goodwill credit, or a discounted remake — at the Seller's discretion through the in-app chat. These are voluntary goodwill resolutions in the sense of Returns & Refunds Policy §10; TerzyApp does not mandate them.
• What usually does not apply: a full refund, because the item was made to your specification. Your non-excludable statutory rights for a genuine fault are unaffected (Section 7).
• Getting it right next time: confirm your measurements and selected profile carefully before you order, follow the body-scan guidance, and request a confirmation fitting from the Seller in chat if you are unsure. The Seller is responsible for the final fit only against the measurements and choices you confirmed (Terms §10).

6. Fit Issues Caused by Tailor Production Error

You are fully protected, at no cost to you, when a fit problem is the tailor's fault. If the finished garment does not conform to the confirmed measurements, the agreed specification, or the published making tolerances, that is a quality and conformity issue under the Consumer Rights Act 2015 (and equivalent EU and US law referenced in Returns & Refunds Policy §7) — and those rights cannot be excluded or limited. In line with how the law expects remedies to be proportionate, we resolve these alteration-first where the garment can reasonably be brought into specification, and step up to a remake or refund where it cannot.

• Free alteration: where the garment is close and can be adjusted into specification, the original tailor corrects it at no charge to you. If you would rather have the adjustment done locally, the Seller may instead agree a partial refund toward it case by case in the in-app chat.
• Free remake: where the error cannot be corrected by alteration — for example the wrong size was cut, or the construction does not match the confirmed customisation — the Seller remakes the item at no charge to you.
• Refund: reserved for serious cases where alteration and remake are not appropriate or have failed, consistent with the 'serious issues' standard in Returns & Refunds Policy and the statutory remedies in Terms §17. A refund here is funded by the Seller.
• Related costs: where the fault is the Seller's, reasonable return shipping for an alteration or remake is handled as part of the resolution (see Returns & Refunds Policy §9 and §16 on shipping and risk).
• Why evidence matters: a tailor-error finding is supported by the tailor's production and quality-check evidence alongside your fit and measurement photos. If the tailor cannot show the item was made to specification, the review leans in your favour.

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

When your item is delivered, we ask you to inspect it and report any visible problem within 48 hours. We want to be completely clear about what this window is and what it is not. 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. The window is a convenience that helps both sides, not a cut-off on your rights.

• The 48-hour window does NOT remove or shorten any mandatory legal right that cannot be excluded. Reporting after 48 hours does not mean you lose protection for a faulty, not-as-described, or undelivered item.
• Under the Consumer Rights Act 2015 you keep your statutory remedies for faults — including a short-term right to reject a faulty item (generally within 30 days), and, where a fault was present at delivery, the law's reversed burden of proof in the first six months. These rights stand regardless of the 48-hour reporting window.
• If you raise a genuine fit or quality concern, your payment stays held while it is reviewed, and nothing is released to the Seller until that review is complete.
• We may also review later claims where the law requires it, or where there is strong evidence of a hidden defect, a serious production error, or fraud.
• In short: please inspect within 48 hours so we can help you fastest — but your legal protection for a genuinely faulty item is never tied to that clock. This mirrors the savings clause in Returns & Refunds Policy §7 and Terms §17.

8. Product Tolerances — What Counts as 'Within Spec'

Custom and hand-finished garments carry small, normal making tolerances, and a variation inside the accepted range is not a defect. Unless a Seller's listing publishes a different range for a specific category, the default handmade tolerances are those already set out in Returns & Refunds Policy §13 and Terms §24: approximately ±1.5 cm on length measurements, ±1.0 cm on circumferential (girth) measurements, and minor asymmetry on hand-set details such as lapels, pockets, and top-stitching. A finished measurement that falls within tolerance of the confirmed order is generally considered correct, and a fit concern about it is reviewed as a buyer-supplied or preference matter under Section 5. A finished measurement that falls materially outside tolerance, or a garment that does not match the confirmed specification, is reviewed as a tailor production error under Section 6 and resolved by alteration, remake, partial refund, or refund. Some categories — for example structured tailoring versus flowing garments — may carry their own published tolerances; where a listing states a category-specific range, that range applies to your order. If you are unsure what tolerance applies, ask the Seller in chat before you order.

9. How to Open a Fit or Alteration Resolution

The path is the same one used across the platform, so you only learn it once, and it is set out in full in Returns & Refunds Policy §8 and Terms §9. Start in the in-app chat with the Seller: describe the fit issue, identify the Order, and attach clear fit photos and, where relevant, measurement photos. The Seller will respond and may propose an alteration, a remake, a partial refund, a refund, or — for buyer-supplied issues — a paid or goodwill alteration option. 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. That review looks at your photos, the tailor's production and quality-check evidence, the confirmed order, and the applicable tolerances, and we may ask either of you for more information. Where the Seller is found responsible, the agreed remedy is funded and carried out by the Seller through the Platform. Throughout, please keep your order communication inside TerzyApp: off-platform messages and payments are hard to verify and may reduce the protection available to you, and arranging the same work off-platform is restricted under our Acceptable Use Policy §4. Bringing a problem to TerzyApp Support does not limit your right to raise a chargeback with your card issuer, use an Alternative Dispute Resolution provider, or go to court (Terms §9 and §21).

10. Order Changes and Cancellations — Before vs After Production

Timing matters for custom work, because a tailor begins committing time and materials as soon as your order is confirmed. You can ask to change or cancel your order before production begins by contacting the Seller in chat as soon as possible; Sellers may accept a pre-production change or cancellation at their discretion (see Returns & Refunds Policy §11). Once production has begun — the tailor has cut fabric, purchased special materials, or started the custom work — cancellation may no longer be available, because a made-to-specification item is excluded from change-of-mind cancellation under the Returns & Refunds Policy §3 and Terms §6. A change requested after production has started may carry an additional cost or extend the delivery time, and is subject to the Seller's agreement. None of this affects your rights if the finished item turns out to be faulty or not as described (Section 7). If a fabric or component becomes unavailable after you order and no acceptable substitute is offered, the order may be cancelled and your payment released back to you, as described in Returns & Refunds Policy §14 and Terms §25.

11. Delays to Your Order

You are protected if your order is excessively or unreasonably late. Custom production naturally takes time, and some delay can be legitimate — for example fabric supply, custom workmanship, courier or customs hold-ups, public holidays, events outside reasonable control (force majeure, as described in Terms §23), or a delay caused by information we are waiting on from you. When a delay arises, the Seller is expected to keep you informed promptly through the in-app chat. A reasonable, communicated delay is part of bespoke making and is not itself a fault. However, where a delay becomes excessive, unexplained, or the result of the Seller's neglect, you may be entitled to remedies including cancellation and a refund of the unperformed portion, and the Seller may face platform penalties. If a tracked shipment stops moving or never arrives, the lost-and-undelivered rules and timeframes in Returns & Refunds Policy §15 apply, and your statutory right to receive what you paid for (Consumer Rights Act 2015 s.28) remains in force throughout.

12. Honest Claims and Fair Use

This Policy works because the vast majority of buyers and tailors use it in good faith, and we protect that. Genuine fit concerns — reported honestly, with real photos — are exactly what the Trust & Proof System is built to resolve, and nothing here discourages you from raising a legitimate problem or leaving an honest review. What is not allowed is using the fit-resolution process dishonestly: submitting false or exaggerated fit claims, editing or staging photos to manufacture an issue, altering or damaging the garment and then attributing it to the tailor, or threatening a negative review to extract a refund or free alteration. These behaviours are covered by our Acceptable Use Policy (§4 and §13) and may lead to a claim being rejected and to account action. Holding everyone to honest claims is what lets us resolve real fit problems quickly and in your favour.