Closo Buyer Protection

• If you received something different from what the seller listed, if the item arrived damaged, or if it never arrived, Closo resolves it with the seller and refunds you in full: item, shipping and tax, to the payment method you used.
• Report a different-from-listing or damaged item within 3 days of delivery. Report a missing parcel once the estimated delivery date has passed, and no later than 60 days after it.
• Open the claim from your order page or email support@closo.co. Photos of the item, the problem and the packaging decide most claims.
• Change-of-mind returns follow the shop's own return policy, which you see on the listing and on the payment screen before you pay. If a shop has not stated one, you may return an unused item within 30 days of delivery.
• Contact us before contacting your bank. A claim with us is almost always faster, and a chargeback on an order with an open claim ends that claim.

Closo Direct shops are independent sellers' own storefronts, powered by Closo. The seller you buy from is the merchant for your order and the party that describes the item. Closo operates the platform, processes the payment, runs the claims process between you and the seller, and funds the refund of what you paid when a claim is approved. Closo Buyer Protection is that process. It is not an insurance policy and it is not a product warranty from Closo or from the seller.

Sellers who sell at volume are identified on their listings by name, business address and a way to contact them, as federal law requires. Every listing carries a link to report suspicious activity to Closo.

Before you place an order, the listing and the payment screen show you:

• the item's condition (new, like new, pre-owned, and so on) and any known flaws the seller has recorded — for example "small stain on left cuff" or "missing one button";
• whether the item is Final sale. "Final sale" means one thing only: the item cannot be returned for change of mind. A final-sale item is covered by Buyer Protection exactly like any other item if it arrives damaged, is different from what was listed, or never arrives;
• the shop's return policy for change-of-mind returns: how many days you have, whether you get a refund to your card or store credit, and any restocking or return-shipping fee stated as a dollar amount or a percentage;
• the estimated ship-by date;
• on the payment screen itself, above the pay button: the shop's return window, the refund form, any fee, the Final sale marking, and a box you tick to accept them. A link to this page sits next to that box. We store what that screen showed you, the time you accepted it and the connection you accepted it from, with your order.

A description is a promise. If the item does not match the condition, flaws, size, brand or photos shown on the listing, you received something different from what the seller listed, whatever the shop's return policy says.

"Materially different" means a reasonable buyer would not have bought the item had the listing been accurate. Ordinary wear consistent with the stated condition of a pre-owned item, a flaw that was listed under known flaws, minor color variation from screen settings, and fit or style preferences are not a claim. See A8.

Buyer Protection applies automatically to every eligible order. There is no fee and nothing to enroll in.

Change-of-mind returns are set by each shop, and the shop's policy is shown to you on the listing and on the payment screen before you pay. Whatever the policy says, these rules always apply:

• If a shop has not displayed a return policy, you may return an unused item in the condition you received it within 30 days of delivery for a refund to your original payment method.
• A restocking or return-shipping fee applies only if it was shown to you as a dollar amount or a percentage before you paid. No fee is ever charged on the return of a damaged item or of an item different from what was listed.
• "Final sale" applies only if the item was marked final sale before you paid, and it only ever means "no change-of-mind return". It never limits a claim under A3.
• A refund for a change-of-mind return is issued within 5 business days after the seller receives the item back, and never later than 30 days after.

Each order shows a ship-by date. If none is shown, the seller will ship within 30 days of receiving your payment. If the seller cannot meet that date, we tell you before it passes, give you a new date, and offer you a choice: wait, or cancel for a full refund. Our message contains both options as buttons and costs you nothing to use.

• If the new date is within 30 days of the original one and you do not answer, we treat that as agreeing to wait.
• If the new date is more than 30 days out, or the seller cannot give a date, or this is the second delay, the order is cancelled and refunded in full unless you tell us you want to wait. If you agree to an open-ended delay, you can still cancel at any time before the item ships.
• You may cancel any order yourself at any time before it ships, from your order page, for a full refund.

Refunds for unshipped orders go to your original payment method within 7 business days of cancellation, whatever the payment method. We never substitute store credit or a different item without your express consent.

Open a claim from your order page, or email support@closo.co from the address you used at checkout, within the report window. An email that names your order and reaches us inside the window opens the claim on the day we receive it; we reply with the claim link so you can add the details. Tell us:

• your order number;
• what went wrong, in your own words;
• for different-from-listing or damaged claims: photos of the item, the problem, the shipping label and the packaging, taken in the light as you found them. Keep the item and the packaging until the claim is decided.

We usually respond within 2 business days. We may ask follow-up questions, ask for more photos, or ask you to return the item to the seller with a prepaid label we provide. When we ask for a return, we send the label and instructions in the same message; you never pay to return an item that is the subject of a claim. Cooperating with these requests is a condition of the claim. Once we have what we need, we decide the claim within 5 business days on the evidence available and tell you the outcome in writing, with our reasons.

When a claim is approved, Closo refunds what you paid in full — item price, shipping and tax — to your original payment method, as a refund on the original payment. We issue the refund within 5 business days of approval. Your bank or card issuer usually shows it within 5 to 10 business days after that. We do not pay a claim in store credit unless you ask for it in writing.

Where we ask you to return the item first, the refund is issued as soon as tracking shows the return is in transit. The most Closo pays under this program for any order is the total amount you paid for that order. A refund under this program is the remedy Closo provides for an approved claim; it does not affect any right you have against the seller or under a law that cannot be waived.

• Change of mind, fit, or style preferences, where the item matches its listing. (These follow the shop's return policy in A4.)
• Wear, flaws or measurements that were disclosed on the listing — in the photos, the description, the stated condition or the known-flaws list.
• Damage occurring after delivery, or caused by use, alteration or cleaning.
• Reports made outside the windows in A3.
• Purchases or payments made outside the Closo Direct checkout — including deals arranged by message, wire, peer-to-peer payment apps, or on another platform.
• Items prohibited by our Terms of Service.
• Orders shipped to an address different from the one entered at checkout at your request, or handed to a freight forwarder or mail-redirection service you chose.
• Items held by customs in your country for unpaid duties or fees.

Some states give shoppers rights that this page cannot reduce. Where you ship to one of these states, the following applies in addition to everything above. No state notice below gives you less than the rules above; each one adds to them.

• All states. A seller on Closo Direct may not disclaim the implied warranty of merchantability to a consumer, and this page does not. Known flaws are disclosed item by item instead. "Final sale" on Closo Direct never means "as is".
• California. The seller's legal name and street address are shown on the listing and on the payment screen before you pay, and are available on request from support@closo.co. Every listing states whether the item is new or used and, for used items, its condition. Refunds on returned items are processed within 30 days of the return.
• Massachusetts, Maryland, Maine, West Virginia, Mississippi, Kansas, Vermont, Connecticut and the District of Columbia. An item that is defective may always be returned for repair, replacement or refund, at your choice, regardless of any final-sale marking. In the District of Columbia, Kansas and Washington, only flaws listed individually on the listing before sale are excluded from warranty.
• Hawaii. Where a shop's return window is shorter than 60 days, the window is shown to you before purchase. Any refund we owe you includes tax and all ancillary charges and is issued to your card within 5 business days.
• New York. Whether a shop gives refunds, in what form, within what time, with what proof of purchase, and any fee (as a dollar amount or percentage) is shown on the listing and on the payment screen. Where a shop has not stated a policy, an unused item may be returned within 30 days of purchase for a refund or credit at your choice.
• New Jersey. The New York notice above applies to New Jersey in the same words. In addition, for buyers in New Jersey: every provision of Part A and Part C applies to you, except that the sentence in A7 describing the refund as the remedy Closo provides, the per-order cap in A7, the claim-withdrawal and duplicate-payment sentences in C1, and the account-access sentence in C2 do not limit any right you have under the New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 and following) or the Truth-in-Consumer Contract, Warranty and Notice Act (N.J.S.A. 56:12-14 and following). No other provision of this page is void, unenforceable or inapplicable in New Jersey.

Buyer Protection is Closo's process for resolving a claim between you and a seller and refunding what you paid. It is a set of terms of sale about returns and refunds, not a written warranty under the Magnuson-Moss Warranty Act, and sellers on Closo Direct may not add warranty language ("guaranteed defect-free", "we replace defective items") to their listings unless they use a Closo warranty template that meets that Act. Statements of general customer-satisfaction policy in a shop's description are not warranties.

Contact us first. A claim with Closo is almost always faster than a bank dispute and is decided on the evidence. During the acceptance window we hold the seller's funds; whether or not they have since been released, an approved claim is refunded by Closo under A7 or B8. These rules apply to chargebacks and bank disputes on both checkouts:

• Nothing on this page limits your right to dispute a charge with your card issuer or bank, and we do not ask you to give it up.
• If you open a chargeback or bank dispute for an order that has an open Closo claim, you have chosen your bank's process. The Closo claim for that order is withdrawn, including any Closo Guarantee claim, and cannot be reopened while the bank's process runs. The same order cannot be paid twice under two processes.
• If we have already refunded an order and a chargeback or bank return is then credited to you for the same order, you have been paid twice. The duplicate amount is a debt you owe Closo. We will invoice you for it, may deduct it from any later refund or credit, and may suspend your account until it is paid. We do not charge a card or bank account on file for it without your separate consent.
• When a card dispute is filed we submit the order's records to the payment processor and the issuer before the issuer's deadline: the listing as you saw it, the manifest or condition disclosure, the payment screen you accepted with its time and connection, the shipping and delivery records including any signature or delivery receipt, the claim timeline, the evidence both sides gave, our written decision, your answer to it, and any refund already issued with its date and amount. We answer every point the dispute raises.
• Card networks require a buyer to try to resolve a problem with the merchant, and to return or offer to return the goods, before an issuer can raise a dispute about goods not as described or a refund not given. A claim opened with Closo is that attempt, and our written decision is the record of it. Every email about an order receives an automatic acknowledgement with the claim link, and is logged as your contact with us.
• An ACH debit returned by your bank is final on the processor's side and cannot be contested there. It is handled under B11 and the duplicate-payment rule above.

These programs exist for genuine problems with genuine orders. Claims that misstate facts, reuse photos or video, claim non-receipt against a signed delivery, or show a pattern of abuse are denied, and accounts involved may lose access to Buyer Protection, to the Closo Guarantee, and to Closo checkouts. A buyer who files a chargeback after receiving a refund, or who keeps goods after a chargeback is credited, is in breach of these terms. Where fraud is involved we may recover the amounts, refer the matter to law enforcement, and report the activity as the law allows.

Nothing on this page restricts you from writing an honest review of a seller, a supplier or Closo, and no claim decision depends on whether you do.

We may update this page. Changes apply to orders placed after the change; the version you accepted at checkout, which we store with your order, governs that order. Material changes are announced on this page with the new effective date at least 14 days before they take effect. Earlier versions are available on request.

Decisions under these programs are made by Closo in good faith and at its reasonable discretion on the listing, the order records, the shipping records and the evidence both sides provide.

Wholesale orders. You accepted our Terms of Service when you created your Closo account. Under them, this page and your Wholesale orders are governed by the law of the State of Delaware (Terms of Service, Section 15), and any dispute with Closo about them is resolved by final and binding arbitration on an individual basis, not in court and not as a class action (Terms of Service, Section 16), to the fullest extent the law allows. Where a law that cannot be waived gives you a different forum, that law applies.

Direct orders. This page contains no arbitration agreement, no class-action waiver and no choice of law for shoppers. Your contract for the goods is with the seller, and the consumer-protection law of the state where you live applies to your purchase. Nothing here removes your right to bring a claim in small-claims court or under a law that cannot be waived.

If any sentence of this page is found unenforceable for a particular buyer or state, it is limited or removed only to that extent and only for that buyer; every other sentence continues to apply. For New Jersey buyers, the provisions that do and do not apply are listed in A9.

Claims and questions: support@closo.co, or the claim form on your order page. Include your order number. We usually respond within 2 business days. Closo's legal name and mailing address are at the top of this page and on every receipt.