Delivery Inspection & Reporting Window

1. Quick Summary

This page is part of the TerzyApp Trust & Proof System. It explains a simple, optional habit that helps us protect you and resolve any delivery problem fast: inspect your parcel when it arrives, and tell us quickly if something is visibly wrong. Read this short summary first; the rest of the page gives the detail.

• When your parcel arrives, take a moment to check it before and as you open it. A few photos — and, for higher-value orders, a short unboxing video — are the strongest evidence you can give us.
• If you can see a problem on delivery (damage in transit, the wrong item, an empty or tampered package, or something materially different from your confirmed Order), report it within 48 hours of confirmed delivery. This is the fastest route to a resolution.
• The 48-hour window is a goodwill fast-track — not a deadline for your legal rights. Reporting a visible issue inside it is the fastest route to a resolution and lets us keep your payment held while we review.
• Your legal rights for faulty, not-as-described, or undelivered goods last far longer than 48 hours and cannot be taken away by this page or by any other Terzy document. Missing the 48-hour window never means you lose those rights.
• TerzyApp is the marketplace, not the seller. The remedy is owed and funded by the independent Tailor or Fabric Manager you bought from; we administer the payment hold and review the evidence fairly.

2. Why We Recommend Inspecting on Delivery

Most orders on TerzyApp are made just for you — your fabric, your garment, your measurements, your customisation. That makes a clear record of how the parcel arrived genuinely valuable if anything ever goes wrong. Inspecting on delivery is a benefit to you: it captures the condition of your item at the exact moment it reaches you, while the evidence is fresh and before handling can blur the picture. You are protected when you can show what arrived — and we have built the dispute process around that simple idea. Inspection is recommended, not mandatory. You will never lose a legitimate claim purely because you did not record an unboxing. But where the evidence exists, we can decide faster and more confidently in your favour.

3. What to Do When Your Parcel Arrives

A two-minute routine on delivery gives you the strongest possible record. We suggest:

• Check the outside of the parcel before you open it. Look for crushing, tears, water damage, an opened or resealed seam, or a box that feels unusually light or empty.
• Photograph the unopened parcel from a couple of angles, including the shipping label and any visible damage.
• If the package looks damaged, wet, tampered with, resealed, or suspiciously light, document it with photos and, ideally, a short video before you open it fully.
• Open the parcel carefully and, for higher-value orders, record a single continuous unboxing video from sealed package to revealed item — this is the single most persuasive piece of evidence in wrong-item, empty-package, and transit-damage cases.
• Compare what you received against your confirmed Order (fabric, garment type, colour, customisation, and the details you approved at checkout).
• Keep the original packaging and label until you are satisfied everything is correct, in case we need to review them.
• If anything is visibly wrong, do not wear, wash, alter, or repair the item before reporting — unauthorised changes can make the original issue impossible to verify (see the alteration rules in our Returns & Refunds Policy).

4. Recommended Evidence Checklist

You do not need every item below for every order — gather what is relevant and what you reasonably can. The more of this you can provide, the faster and more confidently we can resolve a problem in your favour.

• Photos of the unopened outer package, including any visible damage.
• A clear photo of the shipping label.
• A short unboxing video (strongly recommended for higher-value orders, and for any package that looks damaged, tampered with, or unusually light).
• Photos and video of the item as received, including any defect or damage in close-up.
• Photos comparing the item with your confirmed Order details (fabric, colour, garment type, customisation).
• Fit photos or videos where the issue relates to fit or measurements.
• Any courier delivery notification, card, or proof-of-delivery you received.
• A short, plain description of the problem and the Order it relates to.

5. The 48-Hour Reporting Window — A Fast-Track, Not a Deadline

We ask you to inspect your delivery and report any visible problem within 48 hours of confirmed delivery. 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. Reporting nothing inside the 48 hours does not end your rights, and we may still review a claim raised later, including where the law requires it or where there is strong evidence of a hidden defect, fraud, a courier failure, or a serious production error. The visible-issue categories this fast-track is designed for include: damage in transit, the wrong item, an empty package, an unrelated object, a missing item, and an item that is materially not as described.

6. Your Legal Rights Are Not Affected by This Window

This is the most important part of this page. The 48-hour inspection window does not, and cannot, remove or shorten the consumer rights that the law gives you and that cannot be excluded by contract.

• If your item is faulty, not as described, or not fit for purpose, your statutory remedies under the Consumer Rights Act 2015 apply in full — including the short-term right to reject within roughly 30 days, the right to a repair or replacement, and a price reduction or final right to reject after that. The detailed faulty-item claim process lives in our Returns & Refunds Policy, Sections 7 and 8.
• If your item never arrives, your statutory right to receive what you paid for is unaffected. Lost and undelivered parcels (including parcels marked delivered but never received) are handled under our Returns & Refunds Policy, Section 15, with its own longer timeframes.
• These rights last well beyond 48 hours. Reporting after the inspection window — or not recording an unboxing — never extinguishes them. Where the law in your country of residence gives you stronger rights than this page describes, that law prevails.
• Nothing on this page waives, limits, or contracts out of any mandatory consumer right. If anything here ever appeared to conflict with your statutory rights, your statutory rights win.

7. How a Reported Issue Is Resolved

When you report a delivery problem, you open it with the Seller in the in-app chat with your Order ID and your evidence, exactly as set out in our Returns & Refunds Policy. While the issue is open, your payment stays held so that nothing is released to the Seller while the problem is being looked into. We then weigh the available evidence fairly — your inspection evidence alongside the Seller's own production and packing records and the courier's data — and reach a balanced decision. For wrong-item, empty-package, and unrelated-object claims in particular, your unboxing evidence, the time between delivery and your report, and the courier's records all carry weight. 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, as described in Terms of Service Section 9 and Returns & Refunds Policy Section 8. Available outcomes range from a free alteration or remake through to a partial or full refund, depending on the issue.

8. TerzyApp's Role — Marketplace, Not Seller

TerzyApp is a marketplace that connects you with independent Tailor Stores and Fabric Managers. We are not the seller of your item. The contract of sale is between you and the Seller, and any refund, remake, replacement, or alteration is owed and funded by that Seller. What TerzyApp provides is the trust layer around the sale: the payment hold that keeps your money from reaching the Seller until after delivery and a TerzyApp review, the in-app chat in which you can share your evidence with the Seller and with us, and an impartial review that weighs that evidence and decides fairly. Sellers are separately required to keep and provide their own production, packing, and shipping evidence; those obligations live in the Tailor Agreement and Fabric Manager Agreement, not in this buyer-facing page. Our intermediary role does not limit your statutory rights against the Seller — see Terms of Service Section 3.

9. Good Faith on Both Sides

This system works because the evidence is honest. Genuine reports — even about serious problems — are exactly what the process is built to handle, and reporting in good faith never counts against you. But submitting false damage reports, manipulated or edited media, an empty-package claim where the item was received, or claims about an item you did not actually receive is a serious breach of our Acceptable Use Policy and may lead to a claim being rejected and to account action. Honest mistakes are not abuse; deliberate deception is. The same good-faith expectation applies to off-platform contact: keep your Order communications inside TerzyApp, because off-platform messages and payments are hard for us to verify and can weaken the protection available to you.

10. How This Page Fits With Our Other Policies

This page sits inside the TerzyApp Trust & Proof System and works alongside our other documents rather than replacing them. It tells you how to inspect and report on delivery; the binding rules on remedies, refunds, and timeframes live in the documents it points to.

• Returns & Refunds Policy — the canonical document for faulty/not-as-described claims (Sections 7–8), lost or undelivered parcels (Section 15), colour and handmade variance that is not a fault (Section 13), and alteration rules (Section 16).
• Payment Protection Policy — the canonical document for how your payment is held after checkout, when it becomes eligible for release, and the TerzyApp review that releases it.
• Terms of Service — our intermediary role (Section 3), how an Order is formed (Section 5), payments and the payment hold via Stripe Connect (Section 8), the dispute process (Section 9), and your non-excludable statutory rights (Section 17).
• Acceptable Use Policy — prohibited conduct including false claims, manipulated evidence, and off-platform circumvention (Sections 4 and 13).
• EU Addendum and US Addendum — region-specific consumer-law detail for buyers outside the UK; this page is anchored to UK law and does not restate those regional rules.