Buyer Protection Policy

Last updated: 2025-11-28

1. What Buyer Protection is (and isn’t)

Buyer Protection helps you shop with confidence on Tise. When you pay and complete your order on Tise, we help resolve problems, and where the conditions below are met, arrange a refund.

Note

• The sales contract remains between the buyer and the seller - Tise is not a party to that contract.
• Buyer Protection is offered in addition to, and does not replace your legal rights (for example, under consumer law). It is not a product warranty or an insurance policy.
• Buyer Protection applies only where the eligibility requirements set out in this policy have been met (see Section 2).

2. What is covered

An order is eligible if all of the below are true:

• You kept the transaction and all communications involving the order on‑platform (including messaging, delivery, collection and payment).
• The item is a physical good permitted on Tise and listed in a permitted category.
• Delivery is by the tracked shipping method shown in the order.
• You followed the required steps and took action within the required timeframes set out in this policy.
• You have not sought a resolution for the same issue via another buyer protection program (for example, by filing a chargeback or making a buyer protection claim for the same transaction with your payment provider).

Buyer Protection applies in the below cases:

• Item Not Received (INR): The item arrives damaged and is not usable due to the damage, or never arrives, and the seller or carrier cannot show proof of delivery to the address on the order. A waiting period applies before an item is considered lost and you may open an “Item not received” report (see Section 3).
• Significantly Not as Described (SNAD): The item delivered is materially different from the listing (for example it is a different model or size, counterfeit, missing key parts, or has undisclosed damage).

Examples of cases not covered by Buyer Protection:

• Buyer’s change of mind, remorse return, item was delivered too late, or preference of fit or colour where the item matches the listing.
• Normal wear consistent with a used item when accurately described, or minor cosmetic variances.
• Transactions, payments, or deliveries that occur outside Tise.
• Transactions that occur using Meet.
• Items returned used or altered by the buyer beyond what’s necessary to inspect them.

3. For Buyers: If something goes wrong

Step 1 - Flag the issue in‑app.

• For INR: If it has been 30 days since the first shipping/ delivery event, you can open an “Item not received” report.
• For SNAD: You must select “Report issue” within 24 hours of receiving the package (please include photos/video and keep packaging).

For more information about how to open an INR or SNAD report, see here.

Step 2 - Tise contacts seller or buyer with next steps.

For INR reports, we will contact the seller and may require them to resolve disputes with the shipping provider.

For SNAD reports, our support team will provide you (the buyer) with more specific steps on how to solve the issue. We typically ask both sides for evidence (for example: tracking to the order address, unboxing photos, timestamps, correspondence). Once our support team has all the information, they will make a determination on the outcome of the report.

Step 3 - Resolution.

• INR: If the item arrives damaged and is not usable due to the damage, or never arrives, and the seller or carrier cannot show proof of delivery to the address on the order, a full refund of the item price, original shipping paid and service fees will be issued to you (the buyer). If you redeemed Tise points in the order, we will credit the eligible amount to your existing Tise points balance.
• SNAD: We’ll usually direct a return and then issue you (the buyer) with a refund of the item price, noting that:
  • You (the buyer) must return the item in the same condition in which it was received.
  • Sellers are responsible for the return shipping costs unless otherwise agreed or covered by specific campaigns.
  • Refunds are issued only after valid tracking confirms the item has been shipped back to the seller.
  • The refund amount for SNAD cases typically deducts the original shipping and service fees.
  • Low Value/Impractical: For low‑value or impractical returns, we may decide a keep‑and‑refund or partial refund outcome.

For most purchases, buyers will be refunded to their original payment method. It is the buyer’s responsibility to maintain current payment methods with Stripe to be able to receive refunds.

Your responsibilities

• Complete your purchase and keep communications on the Tise platform.
• Provide accurate delivery information at checkout and be available to receive the parcel.
• Report problems and respond to our evidence requests within the stated timeframes.
• If we direct a return, send the item back using a tracked method and within the stated time.

4. For Sellers

• Ship on time using the method shown in the order and provide valid tracking to the order address.
• Describe items accurately and completely; disclose flaws and authenticity.
• Lost Packages: You must initiate the claim process with the shipping provider if the package is lost in transit, as carriers often require the sender to open the claim.
• Returns: You must accept returns for SNAD outcomes facilitated by Tise.

5. Seller reimbursements to Tise

If Tise determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, Tise may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Tise User Terms of Service (Terms).

If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.

6. Misuse and account actions

Buyers will not be covered by Buyer Protection if they breach our Terms (including any of our policies) or abuse Buyer Protection.

Abuse of Buyer Protection (for example, filing false claims or returning items in a different condition) may also lead to limits, holds, or account actions under our Terms. Decisions can include requesting Stripe to hold or reverse payouts where appropriate.

6. How this Policy fits with other Tise terms

This Policy is incorporated into the Terms. Where this Policy is silent, the Terms (including payments, moderation, dispute and liability sections) apply.

7. Changes

We may update this policy from time‑to‑time in line with the Terms.