Dispute Policy

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

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

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

The 48-hour period is Tejori’s Buyer Protection reporting period. It does not remove or restrict any legal rights that cannot legally be excluded.

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. All sales are final unless a valid dispute is accepted.

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.

An item that does not fit is not a valid dispute.

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.

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.

If Tejori approves a dispute and determines that the issue is the seller’s responsibility, the seller will be responsible for the cost of return postage.

Tejori will provide the buyer with the return instructions, and the seller must provide any information or arrangements required to facilitate the return.

The buyer must return the item in the condition in which it was received and within the timeframe specified by Tejori. If the dispute is not determined to be the seller’s responsibility, the buyer may be responsible for any return postage costs.

Where the seller is a business or trader, the buyer’s statutory rights regarding returns, refunds and return postage will apply.

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 remain on hold while an active dispute is investigated.

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

Your legal rights may differ depending on whether you purchase from a private individual or a business/trader.

Where a seller is acting as a business/trader, additional consumer rights may apply, including rights relating to cancellation, faulty goods and goods that are not as described.

Nothing in this policy limits any legal rights that cannot legally be excluded.