Buyer Protection & Returns

Version 1 · Effective date: October 26, 2026

Every order placed through Aloop is covered by Aloop Buyer Protection. This page explains what that covers, what it does not, how long you have, and how to make a claim. It forms part of our Terms of Service.

The short version

• Every order is covered. Protection is not something you opt into or pay for.
• Aloop processes your payment and administers refunds. Your charge appears as "ALOOP TARNISH INC" on your statement.
• The seller is the seller of the item. They are responsible for its description, authenticity, condition, and fulfillment. Aloop does not authenticate or inspect items.
• You have 7 days after delivery to raise a Buyer Protection claim about the item — its condition, whether it is what the listing said, or its authenticity. A parcel that never arrives is reported from your order as section 3 describes. A seller's longer return window is a separate deadline and does not extend it. The app shows every date that applies to your order.
• Some sellers also accept change-of-mind returns. That is separate from Buyer Protection and is shown at checkout, before you buy.
• On an ordinary order, you can cancel within 24 hours of placing it, unless the seller has already created your shipping label. Your card is only held until then, so you are not charged. A made-to-order piece is charged at checkout and has no 24-hour window (see section 8).
• After that, you can cancel only if the seller hasn't shipped by the ship-by date. Then you can cancel for a full refund or keep waiting; if you do neither, we cancel it and refund you in full (see section 8).

1. What Buyer Protection covers

If any of these applies, you are covered:

• Your item never shipped.
• The tracking is invalid — there is no verifiable carrier movement.
• Your item was lost in transit while shipped under our required shipping rules.
• You received the wrong item.
• The item is materially different from the listing — not as described in a way that matters.
• There is undisclosed major damage the listing did not mention.
• The seller broke our shipping rules.
• The seller cannot prove they shipped or delivered the item.
• The seller did not have the right to sell the item — for example, it turns out to be stolen or subject to someone else's claim.

Authenticity claims are covered when you raise them within your 7-day window. If you believe an item is counterfeit or not what the seller said it was, you can raise it within 7 days of delivery (see section 3) — even where the seller marked the listing final sale — and a person reviews every one.

2. What Buyer Protection does not automatically cover

• Changing your mind. Covered only where the seller accepts returns — see section 5.
• Fit or preference. Same.
• Disagreements about subjective quality. "I expected it to sparkle more" is not a coverage claim.
• Defects the listing disclosed. Vintage and pre-owned jewelry carries wear, and we require sellers to disclose it. Disclosed wear is not a defect.
• Anything paid for off Aloop. If you pay a seller outside our checkout, we cannot help. Please never do this — we will also act against a seller who asks.
• Claims made after your window closes. See section 3.
• Claims the listing's own photos and description contradict.

If your situation is not on either list, open a claim anyway. We will look at it.

3. Your deadline

You have 7 days from delivery to raise a Buyer Protection claim about the item you received — that it is the wrong item, materially different from the listing, has undisclosed damage, is not authentic, or was not the seller's to sell. That is the same on every order — including an item sold as final sale, and including an item whose seller accepts returns for longer. A seller's return policy does not change it.

A change-of-mind return is a separate thing with its own deadline. Where a seller accepts returns, that window is 7 or 14 days, and the checkout screen shows which one applies before you pay. A longer return window gives you longer to return an item you simply do not want; it does not give you longer to raise a claim. See section 5.

Both clocks start at delivery, not at purchase, so a slow carrier does not eat into your time. The app shows the exact date of each deadline that applies to your order, as a single date when the two fall on the same day.

If your parcel never arrives, the 7-day clock does not apply: report it from your order with Report a delivery issue, and section 7 and section 8 describe what happens. These deadlines are the deadlines of this program. They do not shorten any right the law gives you, or your rights with your card issuer.

If police or another authority tells you to hold an item — for example, because it is reported stolen — do not send it back until we tell you how. Tell us at once, from your order or at support@aloop.jewelry, and if you can, before your deadline.

4. How to make a claim

1. Open the order in the Aloop app and report the problem there.
2. Tell us what happened and attach photographs. Photographs of the item and its packaging as received help more than anything else.
3. We will contact the seller and may ask them for tracking, photographs, or documentation.
4. We review the evidence and decide. A person reviews every authenticity claim — these are not decided automatically.
5. If your claim succeeds we may arrange a return, issue a refund, or resolve it another way. A partial refund is only for an item you keep: we offer one where you would rather keep the piece, and if you would rather send it back, we arrange the return and refund you in full, as section 5 describes.

Refunds go back to your original payment method. Aloop issues them; the seller does not. We issue a refund as soon as we decide it — for a claim, on that decision; for a return, once the piece is back with the seller and they confirm it, or once the time they have to inspect it runs out, which the app shows. Your bank then usually takes a few business days to show it, which we cannot speed up.

5. Returns, separately from Buyer Protection

Buyer Protection covers things that went wrong. Returns are different: some sellers also accept a return because you changed your mind.

The return terms are shown before you pay, on the checkout screen, with a line saying what paying means that links here. By paying, you agree to them, including what a return refund keeps back (below):

"Final sale" does not remove your Buyer Protection. A final-sale item that never arrives, arrives as the wrong item, is materially not as described, has undisclosed damage, or turns out not to be the seller's to sell, is covered exactly as any other item is. Final sale only means the seller will not take it back because you changed your mind.

Starting a return is not the same as sending it. Start a change-of-mind return in the app by the last return date your order shows. The app then gives you the return label and tells you how and by when to send the piece. Send it back in the condition you received it, with anything that came with it; a seller who receives it in a different condition can ask us to look at it. The seller receives the item at their return address.

Who pays for shipping on a return. If you are sending an item back because you changed your mind, you bear the shipping at both ends: the original shipping you paid is not refunded — the item was delivered to you, and that delivery was paid for — and the cost of the return label comes out of your refund. What you get back is the price of the item and the tax on it, less the return label. You see both rules before you start a return, and the exact return-label cost as soon as it is issued, so nothing about the amount is a surprise at the end. The same applies, without the return-label deduction, when a parcel goes back to the seller undelivered — see section 7.

If instead we decide a claim in your favor — the item was not as described, was damaged, was the wrong item, or was not the seller's to sell — you are refunded in full. Both shipping legs are covered and your refund is not reduced. Where the claim was about the item itself, the seller bears the cost of the shipping both ways.

6. What we do not do

We want to be direct about our limits, because knowing them is part of buying safely.

• We do not authenticate items. We do not inspect, test, appraise, or verify any item, and we never take possession of one. Everything a listing says about an item comes from its seller.
• We do not verify seller documents. Where a seller provides a receipt, appraisal, certificate, or lab report, we show you that they provided it. We do not check whether it is genuine or whether it matches the item.
• We are not an insurer. Buyer Protection is a policy we administer and fund, not an insurance product.
• Buyer Protection is not a warranty of any item. Whether an item matches its listing is judged against the seller's own description. Any warranty about an item is the seller's. Nothing in this policy limits a warranty or other right that the law gives you and does not let a contract take away.
• We are not a party to the sale of the item. Your contract for the item is with the seller. Our contract with you is our Terms of Service, and we are the merchant of record for the payment.

7. Shipping

Every order ships with a tracked label that we provide, and higher-value orders require a signature on delivery.

We do not ask you to rely on parcel insurance, and neither do we. We may insure a parcel, and that insurance may pay us — but it is capped, it excludes ordinary scratches and scuffs on a resold item, and whether a claim succeeds is between us and the insurer. None of that is your problem. What protects you is Aloop Buyer Protection, which covers an item lost in transit whether or not any insurer pays us a penny. That is our own commitment and it does not depend on a claim succeeding.

If your parcel goes back to the seller. Sometimes a parcel is sent back to the seller instead of reaching you — because it was refused, was not collected from the carrier, or could not be delivered to the address given at checkout. The app then shows that the parcel is going back to the seller. Unless someone on our team is already dealing with the order, we refund you 7 days after the carrier reports it: the price of the item and the tax on it, but not the original shipping, which paid for a delivery the carrier attempted. You are not charged for the parcel's trip back. The carrier does not tell us why a parcel came back, so this is how every returned parcel is refunded unless you tell us otherwise. If it came back through no fault of yours — a carrier's mistake, say — tell us before that refund is made, at support@aloop.jewelry or from the order in the app, and a person will decide instead. If the fault was not yours, you are refunded in full. On a final-sale or made-to-order piece there is no automatic refund: a person looks at what happened and decides. Final sale or made-to-order never stops a full refund when the parcel came back through no fault of yours.

Parcels are deliberately unmarked. Nothing on the outside identifies the contents as jewelry.

8. If your item does not ship

When your card is charged. When you check out, we place a hold on your card for the total. Your card is charged when the seller creates your shipping label, or about six days after you order if the seller hasn't created one by then. If your order is canceled before your card is charged, we release the hold and you are not charged at all; your bank may take a few business days to remove it. Where this page says you are refunded, that is for money already charged. A made-to-order piece is charged in full at checkout.

Sellers must ship within the deadline shown at checkout. Your order screen shows it as a Ships by date. You can cancel an ordinary order (not made to order) from your order screen within 24 hours of placing it, unless the seller has already created your shipping label. Until then your card is only held, so cancelling releases the hold and you are not charged. After that, you cannot cancel an order while the seller still has time to ship it, unless the seller tells us it will be late. If the seller tells us why your order will be late, or that date passes and your order has not reached the carrier — a shipping label on its own does not count — we tell you by email and in the app, with the seller's reason, and you choose: cancel the order from your order screen for a full refund of everything you paid, or keep waiting. If you keep waiting, you can still cancel at any time until the parcel is handed to the carrier. If you make no choice, we cancel your order automatically on the date our message gives and refund you in full, unless it has been handed to the carrier before then. If the date passes and the seller has given no reason, we cancel your order then and refund you in full. That date is never more than 28 days after the ship-by date. Asking us to look into the order, or someone on our team working on it, does not stop the automatic cancellation — only your choice to keep waiting does.

A made-to-order piece is made for you after you order. You pay the full price at checkout, and before you pay you agree to the date it will ship by. You can't cancel it while it's being made. If that date passes and it hasn't shipped, we tell you by email and in the app, and you choose: cancel the order from your order screen for a full refund, or keep waiting. If you keep waiting, you can still cancel at any time until it's handed to the carrier. If you make no choice and it still hasn't shipped on the date our message gives, we cancel it and refund you in full. You can also tap This hasn't been sent to have us look into it with the maker; that doesn't cancel the order by itself, and it doesn't stop the automatic cancellation.

9. If you disagree with our decision

Ask us to look again: contact support in the app, or email support@aloop.jewelry, with your order and why you disagree, and send anything new. We will look at it again and tell you the outcome.

Contacting Aloop first does not affect any rights you have with your card issuer or under the law. You may always contact your bank. If you open a chargeback for the same order, we may close your claim with us and let the card network's process decide it, so that you are not refunded twice.

10. Questions

support@aloop.jewelry

Related: Terms of Service · Privacy Policy · Seller Agreement · Copyright & Repeat-Infringer Policy