Alterist is a platform where you can purchase unique upcycled goods directly from sellers in the UK and EU. Please read on to find out more about your rights, as well as what is expected of you, as a buyer.
Alterist provides a marketplace for buyers to discover and purchase from upcycle designers around the world. It is important to note that Alterist facilitates the transaction. By shopping on Alterist, you understand that:
You are not buying directly from Alterist, but from one of the many talented sellers on Alterist;
Alterist pre-screens sellers to maintain quality standards, however, we can not guarantee or endorse the items sold on Alterist or any content posted by sellers (such as photographs or language used in listings or shop policies);
Each seller on Alterist has their own processing times, delivery methods, and shop policies; and
You assume responsibility if you provide your own materials for a custom order.
As a member of the community, you have the opportunity to flag an item or a shop that violates any of Alterist policies. Flagging is confidential and can be done by contacting us at email@example.com.
You can use our Message tool to communicate directly with sellers. Messages are a great way to ask sellers any questions you have about an item or an order. Messages may not be used for the following activities:
Sending unsolicited advertising or promotions, requests for donations or spam;
Harassing or abusing another member
Contacting someone after they have explicitly asked you not to;
Interfering with a transaction or the business of another member; or
Exchanging personal contact, financial or other information for the purposes of evading the checkout process on Alterist, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.
If for any reason you are reported to using the message system inappropriately, you will be removed from the platform.
When you buy from a shop on Alterist, you’re directly supporting an independent business, each with its unique listings, policies, processing times and payment systems. By making a purchase from a seller on Alterist, you agree that you have:
Read the item description and shop policies before making a purchase;
Submitted appropriate payment for item(s) purchased; and
Provided accurate delivery information to the seller.
For the safety of our community, and to avoid scams and fraud, all transactions must take place through the Alterist secure checkout system, with our third-party provider Stripe. Only transactions that take place through the Alterist checkout system are eligible for review by Alterist. You can read more about this in our terms and conditions.
It is prohibited to share contact information for the purposes of evading the checkout system on Alterist. If you need to discuss the details of your order with your seller, please keep your communication on the Alterist platform (via Messages).
Although Alterist is not directly involved in a transaction between a buyer and a seller, we provide a case system in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the seller. If you experience an order issue, the first thing you must do is contact the seller and give them 48 hours to resolve the issue. After this period, you can use the Alterist case system to alert us of an unresolved order issue in the event of a non-delivery or if an item you receive is not as described in the listing. By using Alterist’s case system, you understand that Alterist may use your personal information for the purpose of resolving disputes with other members. Refunds if issued by Alterist will be in your original form of payment, and if such payment is not available, an Alterist credit will be issued.
A non-delivery occurs when a buyer places an order but does not receive the item. The following are examples of non-delivery cases:
There is no proof that the item was dispatched to the buyer.
An item was not sent to the address provided on Alterist.
An item is not as described if the buyer can demonstrate that it is significantly different from the seller’s listing description or photos. Here are a few examples of not as described cases:
The item received is a different colour, model, version, or size.
The item has a different design or material.
The seller failed to disclose that an item is damaged or is missing parts.
The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
The item was advertised as authentic but is not authentic.
The condition of the item is misrepresented (e.g., the item is described as new but is used).
Not as described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:
The item(s) were ordered for a specific date or event.
The item(s) are rendered useless after that date.
The seller did not dispatch the item(s) according to their processing time or the date agreed upon in Messages.
If Alterist determines that an item is not as described, the seller will be required to refund the order, including the original postage and return postage. In the event that Alterist needs to refund the return postage cost on behalf of the seller, that refund may come in the form of an Alterist Credit.
Some disputes don’t qualify for the Alterist case system. These include:
Items that are damaged by the delivery company (if properly packaged by the seller).
Items that have been altered, used, worn, washed, or discarded after receipt.
Items that are received after the agreed-upon delivery date due to delivery delays.
Items that are returned without a return agreement.
Items that are accurately described but don’t meet a buyer's expectations.
Cost of postage disputes.
Items that are purchased in person or outside the Alterist Marketplace.
Items prohibited from sale on Alterist, including services and intangible goods.
Transactions where payment is not made via Alterist’s checkout system.
Only sellers may cancel transactions.
Buyers may request that a seller cancel an order via Alterist Messages.
Each seller has his or her own return policies, which should be outlined in their Shop Policies. Not all sellers accept returns. If you reside in the European Union, you may be entitled to a 14-day “cooling-off period”, or a “right of withdrawal”, during which you may return an item for any reason.
Make sure all purchases happen in-app and via our payment provider Stripe. This means we can step in and help if needed. We suspend users who don't buy and sell in-app. For more on this, read our payment policy.