1. Cancellation before shipping
An unpaid order may be cancelled where the order flow permits. After payment, cancellation depends on the order state, label status, seller action, provider rules, fraud review, and applicable law. A seller who cannot fulfill an order must use the cancellation flow promptly and must not falsely mark it shipped.
2. Issues that may qualify
- The seller does not ship within the deadline shown for the order.
- The carrier confirms the parcel is lost, or the available evidence supports non-delivery.
- The item arrives materially damaged in transit.
- The item is materially different from the listing, such as a wrong item, undisclosed major damage, incorrect material characteristic, or missing bundle item.
- The item is reasonably suspected to be counterfeit or unlawful.
- Another refund is required by applicable law.
Qualifying is not automatic. Vintra reviews the order record, listing, messages, tracking, photos, payment information, user history, and other relevant evidence.
3. Issues generally not covered
Unless required by law or voluntarily accepted by the seller, refunds generally do not cover change of mind, fit or preference, minor color differences caused by screens or lighting, disclosed wear, ordinary secondhand variation, odors not documented by reliable evidence, off-platform purchases, unauthorized shipping changes, or damage caused after delivery.
4. Reporting an issue
Use the “report issue” or support path connected to the order, or the support form. Two deadlines apply:
- For an order that was delivered, report the problem within 3 days of the carrier-confirmed delivery date.
- For an order that never arrived, report it within 30 days of the expected delivery date shown on the order.
Requests made after those windows generally cannot be reviewed, except where applicable law requires otherwise.
Keep communication and payment on Vintra. Contact support before sending an item back or filing a payment dispute when reasonably possible.
5. Evidence and cooperation
Provide truthful, clear evidence such as photos of the item, damage, packaging, and label; an unboxing video where available; measurements; screenshots of the listing; carrier notices; drop-off receipts; and relevant messages. Preserve the item and all packaging until the case is closed. Vintra may request additional evidence, identity verification, a carrier claim, an affidavit, or cooperation from both parties.
6. Returns
Do not return an item until Vintra or the seller provides approved instructions. When a return is required, it must be sent to the designated address, in substantially the same condition received, with included accessories, and by the stated deadline using tracked shipping when instructed.
Responsibility for return-shipping cost depends on the reason for return, the order policy, provider rules, and applicable law. Counterfeit, hazardous, or unlawful items may require a different process and should not be mailed without instructions.
7. Possible outcomes
Depending on the evidence and law, Vintra or its payment provider may deny the request; cancel an unfulfilled order; issue or facilitate a full or partial refund; require a return; release or reverse seller proceeds; reimburse or charge an applicable shipping amount; restrict an account; or refer the matter to a carrier, payment provider, or authority.
Marketplace support is not insurance, a warranty, or a guarantee of a particular result and does not replace rights that cannot be waived under applicable law.
8. Refund timing
Approved refunds are sent to the original payment method unless otherwise required. Stripe, banks, and card networks control posting time, which may take several business days after Vintra initiates the refund. Vintra will show or communicate the available status.
9. Chargebacks, duplicate recovery, and abuse
Fraudulent claims, altered evidence, item substitution, failure to return an item after receiving a refund, or seeking duplicate recovery through Vintra and a bank may result in account restriction and recovery of amounts lawfully owed. Nothing in this Policy prevents a user from exercising a legal right to dispute a charge.
Questions may be sent to [email protected].