Our Buyer Protection is added to every purchase made using the “Buy now” button (for a fee). Buyer Protection includes our Refund Policy, which allows you to get a refund if:
- Your parcel never arrives
- Your parcel was damaged in transit
- Your item is significantly not as described (SNAD)
The Refund Policy unfortunately doesn’t cover items that don’t fit you or don’t suit you. You can still talk to your seller about a return, but it’s their decision whether to accept the return or not.
For more details, please see our Terms and Conditions.
Report your issue within 2 days and request a refund
When we notify you that the parcel should have been delivered or it seems lost, you need to report the issue within 2 days to request a refund:
- Press I have an issue in the conversation screen
- Complete the steps on the page to submit your request.
This 2-day time period to report an issue applies for all the issues covered under the Refund Policy described above.
If you don’t report your issue in time (or if you press “Everything is OK”), we’ll complete the order and release your payment to the seller. Once you’ve reported the issue:
- The order is temporarily suspended
- Your payment is held safely by our payment service provider until a solution is found
I’ve reported an issue — what happens next?
Parcel didn’t arrive
If the parcel didn’t arrive and seems lost, you have to report the issue to us following the steps above. If the loss is confirmed, we’ll cancel the order and you’ll get a full refund.
You can always press “Mark as received” if you received the item, but the tracking status didn’t update
Parcel was damaged in transit
We recommend refusing a damaged parcel, if you can. If the order arrived but the parcel has been visibly damaged, you must report the issue to us by following the steps above. Once you’ve done this, we’ll contact you and the seller for more information about the damage.
Note
We may ask you to send us more evidence within a specific time limit.
If you don’t provide all the evidence in time, we won’t be able to investigate or issue a refund.
Item is significantly not as described (SNAD)
We consider items to be SNAD if they are significantly different from the listing description or photos. If the order arrived but it is significantly not as described, you must report the issue to us by following the steps above. The seller can:
- Release a refund to you without requesting any reported items to be returned, or
- Ask you to return any reported items to get a refund.
If you’re asked for a return, you’ll need to send any reported items back within 5 business days. Otherwise, the payment will be released to the seller if the order isn’t returned.
Note
If all the items in a bundle are SNAD, you’ll need to return the whole order. If only part of the bundle is SNAD, you’ll only need to return the items you reported (unless they’re confirmed as counterfeit).
Once you send any reported items back, you’ll get a refund when the seller receives the return and presses “Everything is OK” (or if the order confirmation period finishes automatically).
The refund is made up of:
- The price of any returned items
- The Buyer Protection fee for any returned items
- The initial shipping fee you paid to get the order
The refunded Buyer Protection fee is calculated based on the items that you keep, and we’ll refund you the difference.
Also, any offers, discounts, and vouchers used during purchase are subtracted from your refund. The amount subtracted is proportional to the price of any refunded items.
We’ll step in to help in situations where the seller:
- Disputes the claim and believes that the item was described correctly.
- We’ll review if the item is SNAD or not, based on the evidence given by both sides.
- If our support team determines that the item is describedappropriately, the order will be completed and the seller will receive the payment.
- If our support team determines it’s SNAD, the seller has 2 days to either request a return or release the refund to you.
- Reports an issue with the returned item.
- We’ll review the evidence and make a decision on the refund.
- Doesn’t respond within 14 days of you reporting the issue.
- If we believe the item is described appropriately, the order will be completed and the seller will receive the payment.
- If we believe it’s SNAD, the seller has 2 days to either request a return or release the refund to you.
- If the seller still doesn’t respond, the order will be cancelled automatically and you’ll get a refund.
It looks like a counterfeit item
If you have doubts about an item’s authenticity, please report this to us using the steps above.
Once you’ve suspended the order, the seller has 48 hours to give their own proof about the item to help us determine its authenticity. You can give more proof during this time too (in addition to what you provided before).
We’ll carefully review all the information and notify you with our decision:
- No reason to doubt the authenticity of the item — the order will be completed and the refund won’t be issued.
- It’s unclear if the item is authentic (ambiguous case) — you’ll need to return the item to the seller to get a refund.
- Item doesn’t seem to be authentic — you won’t have to return the item and we’ll refund you for it. If the counterfeit was part of a bundle, you’ll have to return any items that we determine as SNAD to get a refund for those.
If we inform the seller that the item doesn’t seem to be authentic, they have 24 hours to dispute our decision and provide new proof of authenticity. If they provide new proof within this time, we’ll review it and then make our final decision.
Good to know
- You can see more information about ongoing and suspended orders in the conversation screen with the seller.
- If you’ve reported an issue but already found a solution without our help, you can complete the order and release your payment to the seller.
- Press “Resolve this issue” to resolve a lost or damaged parcel issue.
- Press “Cancel & keep order” to resolve a SNAD issue.
- You’ll receive your refund within 5 business days to the same e-wallet or account you originally paid from.
Significantly not as described" items at The Pentashop
Items that don’t match their listing description or photos are considered “significantly not as described” (or SNAD).
What is considered SNAD?
Here are the main cases that would be considered SNAD:
- Wrong colour
- Incorrect size
- Missing item parts and/or accessories that weren’t detailed in the listing description or photos
- Bundles with missing items
- A damaged item (stained, ripped, broken or damaged in any other way) that wasn’t detailed in the description or photos
- Different main materials from the listing (if at least one is inaccurate)
- Counterfeit
- Any other visible flaw that wasn’t detailed in the listing
- Functionality not as described (e.g. console not connecting to the TV, accessory not pairing, device not charging, buttons or touchscreen not working)
What is not SNAD?
- Items that you don’t like or that don’t fit you
- Minor differences to an item that don't affect its use or look (slight colour differences due to lighting; in case of multi-material items, differences in the additional materials not listed among the main 3 in the description, etc.)
I’ve received a SNAD item
If you purchased an item using the “Buy now” button and you think it’s significantly not as described, you can suspend the order and submit a refund request (under our Buyer Protection and Refund Policy.
- Provide proof
-
Talk to the seller — find a resolution
Discuss the return and refund options with the seller. The seller can:
- Release a refund to you without requesting the item to be returned, or
- Ask you to return the item to get a refund.
The buyer usually covers the cost of return shipping. However, you can discuss it with the seller and they can offer to pay for it when requesting a return.
- If the seller pays for the item’s return, please note that you can only use the integrated shipping method.
- If the seller asks you to pay for the return, you can either use the integrated shipping method or arrange your own tracked return shipping (custom shipping).
- Return the item for a refund
If the seller requests a return, press “Return the order” to check your options. You can either:
- Use an integrated shipping option on Vinted for the return
- Arrange your own tracked return and pay for shipping separately If you pay for the return shipping, the shipping costs will be automatically deducted from your refund if you use an integrated shipping option for the return.
Be sure to ask the seller for their contact details if your shipping provider requires them.
If you can’t find an agreement with the seller or they’re not communicating, you can contact us to help find a solution.
My buyer says the item they received is not as described
If your buyer claims that the item they received from you is significantly not as described, they should suspend the order and submit a refund request.
Ask them to press I have an issue in the conversation screen and follow the instructions to provide proof. This will suspend the order and keep their money safe until the issue is resolved.
- Talk to the buyer — find a resolution
Review their explanation of the issue and the photos provided.
Discuss the return and refund options with the buyer. You can either:
- Press Refund without return to refund the buyer without the need for the item to be returned
- Press Request a return so you agree to refund the buyer once the item is returned to you
The buyer usually covers the cost of return shipping. However, you can discuss it with them and offer to pay the return costs when requesting a return.
If you don’t agree with their claim, you’ll be able to dispute the request within 14 days.
If you can’t find an agreement with the buyer, you can contact us to help find a solution.
- Get your item back
If you request a return, the buyer will have 5 business days to return the order.
If they don’t return the order within this timeframe, the refund request will be closed and the payment will be released to your Vinted Balance.
Be sure to provide your contact details if the buyer requires them for the return. We may have to refund the buyer if you request a return but don’t co-operate by providing all the necessary details.
- Refund the buyer
If the return is going to a pick-up point, make sure to collect it as soon as possible once it’s delivered.
If the return is going to a pick-up point, make sure to collect it as soon as possible once it’s delivered.
When we notify you that the parcel should have been delivered, you’ll have 2 days to check if everything is OK with the returned item (i.e. it’s in the same condition as you sent it).
Press Everything is OK to resolve the issue and release the refund to the buyer.
The electronic item I’ve received is still linked to the seller’s account
You can suspend the order and submit a refund request (under our Buyer Protection and Refund Policy.
- Provide proof
- Press I have an issue in the conversation screen with the seller (within 2 days from being notified by Vinted about the item’s delivery) and follow the instructions
- Attach photos of the item and explain your issue to the seller
- Press Send to seller to submit a refund request
Once you submit a refund request to the seller, your order will be suspended to keep your money safe until the issue is resolved.
If you pay for the return shipping, the shipping costs will be automatically deducted from your refund if you use an integrated shipping option for the return.
Be sure to ask the seller for their contact details if your shipping provider requires them.
If you can’t find an agreement with the seller or they’re not communicating, you can contact us to help find a solution.
