Buyer Protection

What we cover

Tsuvo allows you to open a dispute with the platform in these situations:

• Item not received – Order not received by the estimated delivery date.
• Not as described – Item differs significantly from the listing (e.g. wrong item, major undisclosed damage).
• Damaged – Item arrived damaged in transit.
• Wrong item – You received a different item than what was ordered.

14-day dispute window

You must open a dispute within 14 days of delivery (or within 14 days of the estimated delivery date for "item not received"). After this window, we cannot accept new disputes for that order.

Contact the seller first

We recommend messaging the seller at least 24–48 hours before opening a dispute so they have a chance to resolve the issue (e.g. send a replacement or agree to a refund).

What we don't cover

Buyer Protection does not cover change of mind, fit or size preference (unless the listing had the wrong size), or minor wear that was described or visible in photos. For those cases, the seller's return policy applies.