Closo Buyer Protection

Closo Buyer Protection is a claims program provided by Closo for purchases completed through a Closo Direct shop checkout. If something eligible goes wrong with your order and you report it within the windows below, we will review your claim and, where it qualifies, refund you in full — the item price, shipping, and any tax you paid.

Buyer Protection applies automatically to every eligible order. There is no fee, no membership, and nothing to enroll in. It is not an insurance policy and not a product warranty; it is a purchase-protection program administered by Closo, and it is the exclusive remedy Closo offers for covered issues (your statutory rights, where they cannot be limited, are unaffected).

"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, minor color variation from screen settings, and fit or style preferences are not covered — see Section 5.

Email support@closo.co from the address you used at checkout, within the report window, and include:

1. Your order number (it is in your receipt email).
2. What went wrong, in your own words.
3. For "not as described" or "damaged" claims: photos of the item you received, the flaw, and the packaging.

We usually respond within 2 business days. We may ask follow-up questions, request additional photos, or ask you to return the item to the seller with a prepaid label we provide. Cooperating with these requests is a condition of the claim. A claim is decided by Closo on the evidence available; where we approve it, the refund is issued as described in Section 4.

An approved claim is refunded in full — item price, shipping, and tax you paid — to your original payment method. Refunds are issued through our payment processor and typically appear within 5–10 business days of approval, depending on your bank.

Where we ask you to return the item first, the refund is issued after tracking shows the return is in transit. The maximum amount payable under this program for any order is the total amount you paid for that order. A refund under this program is the sole and exclusive remedy Closo provides for a covered issue.

Buyer Protection does not cover:

— Change of mind, fit, or style preferences, where the item matches its listing.
— Wear, flaws, or measurements that were accurately disclosed in the listing's photos, description, or stated condition.
— Damage occurring after delivery, or caused by use, alteration, or cleaning.
— Claims reported outside the windows in Section 2.
— 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 the buyer's request.

The program exists for genuine problems with genuine orders. Claims that misstate facts, reuse photos, or show a pattern of abuse are denied, and accounts involved may lose access to Buyer Protection and to Closo Direct shops. Where fraud is involved, we may recover refunded amounts and report the activity as the law allows.

Contact us first — a Buyer Protection claim is almost always faster than a bank dispute. If you open a chargeback with your card issuer for an order, the dispute moves to your bank's process and we may pause or close the Buyer Protection claim for the same order while the bank's process runs, and share the order's records with the payment processor and issuer.

Closo administers and decides claims under this program in good faith and at its reasonable discretion, based on the listing, the order records, tracking, and the evidence both sides provide. We may update this page from time to time; changes apply prospectively to orders placed after the change, and the version in effect when you placed your order governs your claim.

This program supplements, and does not replace, any rights you have under applicable law that cannot be waived. Disputes relating to the program are governed by our Terms of Service, including its governing-law and dispute-resolution provisions.

Buyer Protection claims and questions: support@closo.co. Include your order number. We usually respond within 2 business days.