Buyer Protection & Disputes Policy

Tejori allows both private individuals and businesses to sell through the platform.

Seller status should be clearly identified on the relevant listing or seller profile.

Buyers must report any problem with an order within 48 hours of confirmed delivery.

After 48 hours, the order will normally be considered complete and the seller’s payment may be released.

Do not wait to contact us if there is a problem. Inspect your item as soon as it arrives.

The expiry of the 48-hour period does not remove or restrict a buyer’s legal rights, including rights that may apply when purchasing from a business/trader.

Buyers wishing to exercise statutory rights after this period should contact the business seller and may also contact Tejori for assistance.

Items purchased are not eligible for returns unless the item:

• Is different from the listing or photographs.
• Is the wrong item.
• Has significant damage or defects that were not disclosed.
• Is missing a significant item or component included in the listing.
• Is counterfeit or suspected to be counterfeit where authenticity was represented.

You must provide evidence to support your claim.

South Asian clothing can vary significantly between designers, brands and styles. Buyers are responsible for checking the size and measurements provided in the listing before purchasing.

For private-seller transactions, an item that simply does not fit will not normally qualify for a Tejori Buyer Protection dispute where accurate measurements and sizing information were provided.

This does not affect any statutory consumer rights that may apply to purchases from business sellers.

All disputes must be raised through Tejori by emailing customerservice@thetejori.com.

You must provide:

• Your order details.
• A clear explanation of the problem.
• Clear photographs showing the issue.
• Photographs of the packaging where relevant.
• Video evidence where appropriate.
• Any other evidence reasonably requested by Tejori.

Do not return an item unless Tejori instructs you to do so. Items returned without authorisation may not be accepted.

This requirement does not prevent buyers from exercising statutory cancellation or return rights.

If a dispute is raised within the 48-hour period, Tejori may place the seller’s payment on hold while the claim is investigated.

We will review the evidence provided by the buyer and seller.

The seller may be required to provide:

• The original listing.
• Photographs of the item before dispatch.
• Proof of postage.
• Tracking information.
• Evidence of the item’s condition before dispatch.
• Any other relevant information.

Both parties must cooperate with Tejori’s investigation.

Tejori’s decision does not remove either party’s right to pursue remedies available under applicable law.

Where a business seller is legally required to provide a remedy, that obligation remains with the seller.

If Tejori authorises a return under the buyer protection policy, the buyer must follow the return instructions provided. Where Tejori determines that the item was materially not as described, the wrong item was sent, or the issue was caused by the seller, the seller may be responsible for reasonable return postage.

Where a private seller voluntarily accepts a change-of-mind return, the buyer may be responsible for return postage unless otherwise agreed.

For business-seller transactions:

• Where goods are faulty or not as described, the business seller must bear applicable reasonable return costs as required by law.
• For statutory change-of-mind cancellations, the buyer may be responsible for direct return costs where the seller has properly informed them of this obligation.
• Where the seller has agreed to pay return postage, that agreement applies.

All arrangements remain subject to applicable consumer law.

Sellers must provide accurate and honest listings. Sellers must disclose any material:

• Damage.
• Stains.
• Marks.
• Alterations.
• Missing items.
• Repairs.
• Significant signs of wear.
• Sizing or measurement information.
• Other defects that could reasonably affect a buyer’s decision.

Sellers must not hide, minimise or misrepresent defects.

Sellers are responsible for ensuring that the item sent matches the listing.

Sellers should:

• Take clear photographs before dispatch.
• Photograph labels and distinctive features.
• Photograph any existing damage or defects.
• Photograph the item being packaged where appropriate.
• Keep proof of postage.
• Keep evidence of the item’s condition before sending.

This evidence may be used by Tejori when resolving a dispute.

Where Tejori’s payment system allows seller funds to be held until completion of an order, funds may remain on hold while an active dispute is investigated.

If no dispute is raised within the applicable 48-hour Buyer Protection period, the transaction may be marked as complete and the seller’s payment released, subject to the requirements of the payment provider and applicable law.

The release of seller funds does not extinguish a buyer’s statutory rights.

Where a business seller is legally required to issue a refund or provide another remedy after payment has been released, that seller remains responsible for complying with the law.

Tejori provides the marketplace and tools that allow buyers and sellers to transact.

Unless expressly stated otherwise, Tejori does not own or manufacture the items listed by independent sellers and does not physically inspect every item before sale.

Where a dispute is raised, Tejori may review the evidence and apply this Buyer Protection Policy to determine the appropriate marketplace resolution.

This policy does not replace or restrict any rights or remedies available under applicable law.

Tejori may have both private sellers and businesses selling through the platform.

Sellers must accurately identify whether they are acting as private individuals or business/traders.

A seller must not claim to be a private seller where they are operating as a business.

Tejori may request information to clarify a seller’s status and may take appropriate action where a seller has misrepresented their activities.

A seller’s legal status depends on the circumstances of their selling activities, not solely on how they describe themselves.

This policy explains Tejori’s marketplace dispute-resolution process.

It does not replace or restrict any legal rights available to buyers or sellers.

Where mandatory law conflicts with any provision of this policy, the applicable law takes precedence.

For disputes or questions regarding this policy, contact:

customerservice@thetejori.com

Please include your order number and relevant details.