Returns & Refunds Policy

1. Quick Summary

This Policy explains, in plain language, when you can return a purchase made on TerzyApp and when you cannot. Read this short summary first; the rest of the Policy provides the detail.

• Made-to-order garments cannot be returned because you have changed your mind. Sellers begin work as soon as the Order is confirmed.
• All fabric sold on TerzyApp is cut to the length you specify, so change-of-mind returns do not apply to it. We do not currently sell standard uncut rolls or bolts; if we ever do, a 14-day change-of-mind right will apply to those.
• Fabric cut to a length you specified cannot be returned for change of mind, because the cut is made to your specification.
• A downloadable digital pattern cannot be returned for change of mind once the download has started with your agreement, but a file that is faulty, corrupt, or not as described is always put right.
• Any item — garment or fabric — that arrives faulty, damaged, mislabelled, or significantly different from its description can always be refunded, repaired, or replaced. This statutory right cannot be excluded.
• Sellers may offer voluntary remakes, partial refunds, or store credit through the in-app chat. These offers are at the Seller's discretion and are not promised by TerzyApp.
• All refunds are processed through Stripe to your original payment method within 14 days of acceptance.

2. Scope & Relationship to Our Terms of Service

This Policy supplements our Terms of Service and forms part of them. Where this Policy describes the same subject as the Terms of Service in more detail, this Policy controls. Where mandatory consumer-protection law in your country of residence grants you stronger rights than this Policy provides, that law prevails. This Policy is written and executed in English; translations are for information only and the English version is the sole authoritative version for legal, regulatory, and judicial purposes.

3. Made-to-Order Garments — No Right of Withdrawal

Most garments on the Platform are made to your individual measurements, your fabric choice, or your design preferences. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, Article 16(c) of Directive 2011/83/EU, and equivalent U.S. consumer rules, goods that are made to the consumer's specifications or are clearly personalised are excluded from the 14-day right of withdrawal. Once the Seller has begun production, you cannot return a made-to-order garment because you have changed your mind, the colour looks different in person, the size you chose is not the size you actually wanted, or the design no longer matches your preference. Production begins immediately upon Order Confirmation unless the Listing expressly states a longer review window. Please confirm your measurements, your fabric choice, and your tailoring details carefully before placing the Order.

4. Standard Fabric Rolls & Bolts — Not Currently Offered

All fabric sold on TerzyApp today is cut to the length you specify when you place the Order, and is therefore governed by Section 5. Fabric is not offered as a standard uncut roll, bolt, or pre-packaged piece. If we ever offer fabric in that form, it would be a non-personalised good and you would have the right to withdraw from the contract for any reason within 14 days of the day you (or a third party other than the carrier indicated by you) acquire physical possession of it. To exercise that right you would need to (a) inform the relevant Fabric Manager and TerzyApp through the in-app chat or by email to [email protected] within the 14-day period; (b) return the fabric unused, in its original condition and in its original packaging, within 14 days of notifying the withdrawal; and (c) pay the direct cost of returning the fabric unless the Fabric Manager has agreed otherwise. The Fabric Manager would refund the price of the fabric and standard outbound delivery within 14 days of receiving it back in original condition. Nothing in this Section affects your statutory rights where fabric of any kind is faulty, mislabelled, or not as described — see Section 7.

5. Cut-to-Length Fabric — Personalised, No Right of Withdrawal

Where you order fabric to be cut to a length you specify (for example, "1.5 metres of this fabric"), the cut is made to your specification at the time of the Order. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013 and Article 16(c) of Directive 2011/83/EU, such fabric is excluded from the 14-day right of withdrawal. You cannot return cut-to-length fabric because you have changed your mind, you ordered the wrong length, or the colour appears different in person. This rule does not affect your statutory rights where the fabric is faulty, mislabelled, or not as described — see Section 7.

6. Samples

Fabric samples or swatches sent to you for evaluation are non-refundable, except where a Fabric Manager operates a refundable-sample programme that is clearly stated on the relevant Listing. Defective or wrong samples remain subject to your statutory rights under Section 7.

7. Faulty, Damaged, Mislabelled or Misdescribed Items — Statutory Remedies

Independently of the change-of-mind rules above, you always have statutory rights where an item is not of satisfactory quality, not fit for purpose, or not as described. These rights cannot be excluded or limited by these Terms or by this Policy.

• Under the Consumer Rights Act 2015 (United Kingdom), sections 9 to 11, you may be entitled to a refund, a repair, a replacement, or a price reduction.
• Under Directive 2011/83/EU and Directive (EU) 2019/771 (European Union), you may be entitled to repair, replacement, price reduction, or termination of the contract.
• Under the Uniform Commercial Code §2-313 and §2-314 (United States) and applicable state consumer-protection law, you may have rights to revoke acceptance, recover the price, or claim damages.
• Equivalent rights apply under the consumer law of other countries from which the Platform is accessed.

8. How to Make a Statutory Claim

If you believe an item you have received is faulty, damaged, mislabelled, or not as described, your first step is to contact the Seller directly through the in-app chat within a reasonable period (typically 30 days from delivery, but no later than the period prescribed by your local consumer-protection law). Your message should describe the issue, attach clear photographs, and identify the Order. The Seller will respond and may propose a refund, repair, replacement, alteration, or remake. If you and the Seller cannot resolve it between you, contact TerzyApp Support from the Order, or email us at [email protected], and we will step in, review what both of you provide, and decide on the balance of the evidence. We may ask either of you for further information. Where the Seller is found to be at fault and a refund is appropriate, we administer the refund through the Platform at the Seller's cost, and it is initiated within 14 days of the claim being accepted.

9. Refund Method & Timing

All refunds are processed through Stripe to your original payment method. Refunds reach your card or account in line with your card issuer's or bank's clearing times, typically within 5 to 10 business days from the date the refund is issued. Where refund must be made under your statutory rights or under a voluntary offer accepted by the Seller, the refund will be initiated within 14 days. Refunds do not include charges incurred outside the Order itself (for example, customs duties paid on import, courier brokerage fees, or third-party tailoring fees), unless such charges are themselves caused by a fault attributable to the Seller.

10. Voluntary Goodwill Resolutions

Independently of your statutory rights and of the change-of-mind rules above, a Seller may, at its sole discretion, offer a voluntary goodwill resolution through the in-app chat, including but not limited to a remake, a partial refund, a replacement, an alteration without charge, or store credit. TerzyApp does not mandate such offers and is not a party to a voluntary resolution agreed between you and the Seller. Acceptance of a voluntary goodwill offer is treated as full settlement of the matter only where the offer is accepted in writing through the in-app chat and the Seller fulfils the offer; otherwise your statutory rights remain available.

11. Operational Holds & Cancellations Before Production

Where an Order is on operational hold because of payment verification, fraud screening, or sanctions screening, the Order may be cancelled by us in full and your payment released back to you. Where you wish to cancel an Order before the Seller has begun production, you should contact the Seller through the in-app chat as soon as possible. Sellers may, at their discretion, accept a pre-production cancellation; once production has begun, the rules in Section 3 (no change-of-mind returns for made-to-order garments) apply.

12. Disputes & Escalation

If you remain dissatisfied with the outcome of a Seller chat or of a TerzyApp Support review, you may (a) raise a chargeback with your card issuer in accordance with their rules; (b) refer the matter to an alternative dispute resolution body, including the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr for EU residents, or a body certified under the Digital Services Act in your Member State; (c) contact Citizens Advice in the United Kingdom or your state Attorney General in the United States; or (d) bring proceedings in a competent court. Nothing in this Policy limits these escalation routes.

13. Color, Texture & Handmade Variance — Not a Fault

Fabric and garment photographs on the Platform are illustrative. Color reproduction on digital screens depends on the buyer's monitor calibration, ambient lighting, device brand, and operating-system colour profile. Reasonable variance between the on-screen image and the physical product is inherent in any e-commerce purchase and is not a fault. Hand-finished garments also carry handmade tolerances of approximately ±1.5 cm on length measurements, ±1.0 cm on circumferential measurements, and minor asymmetry on hand-set details — these are industry norms for bespoke tailoring and are not defects. Where colour accuracy is critical for you, request a physical swatch sample from the Seller before placing the Order. Variance from your subjective expectation is NOT grounds for refund. Material non-conformity with the description provided by the Seller IS grounds for a statutory remedy — see Section 7 of this Policy.

14. Our Right to Cancel an Order

We may cancel an Order at our reasonable discretion in the situations listed in Terms of Service Section 25, including (a) payment verification failure, (b) sanctions or jurisdiction restrictions, (c) Seller incapacity due to force majeure (Terms Section 23), (d) permanent unavailability of the fabric or component with no acceptable substitute, (e) suspected fraud, or (f) a clear pricing error. Where we cancel an Order before the Seller has begun production, your payment is released back to you in full. Where we cancel after production has begun, you receive a pro-rata refund for the unperformed portion of the Order, calculated in good faith and subject to your statutory rights under the Consumer Rights Act 2015 (UK) and applicable EU/US law. We notify you of any such cancellation in writing and explain the reason.

15. Lost or Undelivered Packages

Where a Seller's outbound shipment to you (a new garment, or fabric cut to the length you specified) is not delivered, your right to a remedy depends on the cause. Independently of any cause, your statutory right to receive what you paid for under section 28 of the Consumer Rights Act 2015 (United Kingdom) and equivalent EU and U.S. consumer law remains in force, and risk of loss in transit from the Seller to you rests on the Seller until you (or a third party other than the carrier indicated by you) take physical possession of the goods.

• **"Deemed lost" threshold.** Where a parcel has not been delivered and the last carrier tracking event is older than 15 calendar days for a domestic shipment or 30 calendar days for an international shipment, you may treat the Order as lost and request a full refund or a remake at the Seller's option. The threshold runs from the latest carrier tracking event, not from the dispatch date. Where the carrier does not publish tracking events, the threshold runs from the latest of (a) Order dispatch confirmation in the in-app chat and (b) the latest delivery estimate communicated by the Seller.
• **Insured vs uninsured outbound.** Sellers must dispatch every Order on a tracked service and record the carrier name and the tracking number for the shipment (Tailor Agreement §10d, Fabric Manager Agreement §11d). Where the Order is dispatched on an insured service, the carrier's insurance is claimed first and any uncovered remainder is the Seller's obligation. Where the Order is dispatched without insurance, or without a tracked service in breach of that rule, the Seller bears the full loss.
• **"Marked delivered but never received."** Where the carrier records the Order as delivered but you did not receive it, contact the Seller in the in-app chat within 7 calendar days of the recorded delivery scan. The Seller will open a carrier non-delivery investigation and provide the case reference to you. If the carrier cannot confirm legitimate delivery within 14 calendar days of the investigation opening, you may request a remake or refund under the lost-package rules in this Section. Where the carrier provides Proof of Delivery satisfactory under its rules, the Order is presumed delivered subject to your statutory right to dispute the proof.
• **Process.** Raise the problem in the in-app chat first, with the Order ID and the latest tracking information. If you and the Seller cannot resolve it between you, contact TerzyApp Support from the Order, or email us at [email protected], and we will step in, review what both of you provide, and decide on the balance of the evidence. Where the Seller is found responsible, the refund or remake is funded by the Seller and administered through the Platform, as set out in Section 9.
• **Force majeure carrier failure (Terms of Service §23).** Where the cause of non-delivery is a carrier failure recognised as a force-majeure event (industrial action, customs seizure, war, embargo, infrastructure failure), the Order may be cancelled by either party without penalty after the event has continued for 60 days, and any payment held by TerzyApp for that Order is released back to you net of work already completed in good faith. Your statutory right to receive a conforming good is not limited by this clause.
• **Customer-supplied items (BYO fabric, alteration intake).** This Section governs Seller-outbound shipments only. Customer-to-Seller outbound is governed by Section 16 (Alteration) and by Tailor Agreement §13.

16. Alteration, Repair & Remodelling Services (Your Existing Garment)

Alteration, repair, and remodelling services are different from made-to-order garments in one fundamental way: the item being worked on is YOUR existing property, not a new garment cut from new fabric. Specific rules apply:

• **You ship YOUR garment to the Seller.** Risk of loss or damage in transit to the Seller is yours unless you select an insured shipping option. Risk of loss or damage from the moment the Seller signs for the package until they ship it back is theirs (Tailor Agreement §10).
• **No right of withdrawal once work begins.** Alteration is a personalised service. Once the Seller has cut, unstitched, or otherwise modified your garment, you cannot cancel. You may cancel and request return of your garment any time before work begins, at your shipping cost.
• **If the Seller damages your garment beyond reasonable wear from the alteration itself**, the Seller is responsible to you for the lesser of (a) reasonable repair cost or (b) fair market value of the garment immediately before the alteration. TerzyApp will mediate but is not a guarantor of the Seller's commitment — see Sections 7 and 12.
• **Customer-supplied fabric (BYO fabric).** Where you ship your own fabric for a new garment, the BYO-fabric rules in Tailor Agreement §13 apply. You should declare fabric value at shipment and select an insured option, because TerzyApp does not insure customer-supplied materials by default.
• **Photo evidence on intake and dispatch is mandatory.** The Seller must photograph your garment on receipt and again before return shipment; you should photograph your garment before shipping it. This evidence is used by TerzyApp moderators when a dispute is opened.

17. Changes to This Policy

We may update this Policy from time to time. Where a change reduces your rights or imposes new obligations, we will notify you at least 30 days in advance by email or in-app message. Non-material changes (clarifications, corrections, formatting) take effect when published. The "Last updated" date reflects the current version. Changes do not apply to Orders already in progress, which remain governed by the Policy in force when the Order was placed.

18. Digital Patterns — Downloadable Content

Some Listings are digital patterns supplied to you as a downloadable file (for example a PDF, DXF, or SVG). A digital pattern contains no fabric and no tailoring work, is not made or shipped to you, and therefore has no production stage, no physical delivery, and no delivery inspection. Because a digital pattern is digital content supplied otherwise than on a tangible medium, the 14-day change-of-mind right ends as soon as the download begins, where you have agreed to the download starting and have acknowledged that you lose that right by doing so. This is set out in regulation 37(1) of the Consumer Contracts Regulations 2013 (United Kingdom) and Article 16(m) of Directive 2011/83/EU (European Union), and is a different legal basis from the made-to-measure and personalisation exceptions relied on in Sections 3 and 5. Where the download has not yet begun, you may still withdraw from the purchase within the 14-day period. Your statutory rights are unaffected: where a file is faulty, corrupt, incomplete, unusable, or not as described, you are entitled to a remedy under Section 7 and should raise it as set out in Section 8. We will first arrange for a corrected or replacement file to be supplied; where that is not possible, you are entitled to a refund under Section 9.