BUYER PROTECTION

Last updated: Feb 2026 · Version 1.0 (Non-Delivery cover)

1. What's covered

Unveiled Threads Buyer Protection covers non-delivery of paid orders. You're eligible for a full refund if:

• You paid for an order on Unveiled Threads (you'll see it in your Orders page).
• It's been 14 days or more since you paid.
• The order has not been marked as delivered.
• You've made a reasonable attempt to contact the seller via in-app messaging.

2. What's not covered (yet)

The first version of Buyer Protection is intentionally narrow so we can resolve disputes quickly and fairly. The following are not covered under this policy:

• Items that arrived but are damaged, faulty or not as described — these are covered by the Consumer Rights Act 2015 (against the seller directly).
• Change-of-mind returns — covered by the seller's own returns policy and the Consumer Contracts Regulations 2013 (14-day cooling-off, against the seller).
• Sizing issues — check the listing's size guide and message the brand first.
• Orders where tracking shows delivered, but the parcel was stolen after delivery (this is a courier / police matter).

For all of the above, you still have full statutory rights against the seller. Open the order, message the brand, and use our admin contact below if you can't get a response.

3. How to file a dispute

1. Go to My Orders.
2. Find the order — if you're eligible, you'll see a yellow “Report a problem” button.
3. Click it, write a short description of what happened, submit.
4. You'll hear back from our team within 3 working days.

4. How we decide

We check the objective facts attached to the order:

• No tracking number 14+ days after payment → refund issued.
• Tracking shows in transit 14+ days after payment with no movement for 10+ days → refund issued.
• Tracking shows delivered → dispute closed, with a clear reason. You can ask the courier for proof of delivery.
• Seller proves dispatch with proof of postage after the dispute opens → we'll give the parcel a further reasonable window before refunding.

5. How the refund works

Refunds are processed through Stripe back to the card you paid with. The funds normally appear within 5–10 working days depending on your bank. We claw the money back from the seller's account — the buyer is never out of pocket.

6. For sellers

If a Buyer Protection refund is issued against one of your orders, the amount is reversed from your Stripe balance. You'll get a notification and the order will be marked as refunded.

Repeated non-delivery disputes will affect your standing on the platform and may lead to your brand being suspended pending review. The best defence is simple: enter a real tracking number as soon as you post the parcel, and reply to buyer messages.

7. Honest limits

Unveiled Threads is in MVP. Buyer Protection is currently a manual review by our team, not an automated process. Decisions are made in good faith using the data on each order. If you disagree with a decision, email support@unveiledthreads.co.uk within 14 days and we'll have a different team member take a second look.

8. Your statutory rights

Nothing in this policy affects your statutory rights under UK law (Consumer Rights Act 2015, Consumer Contracts Regulations 2013). For purchases from registered businesses you still have a 14-day right to cancel and full faulty-goods protection — those rights are against the seller, and Buyer Protection sits on top of them, not instead of them.

Unveiled Threads is registered with the UK Information Commissioner's Office · Reg No. ZC176765