Refund Policy
Your purchase is protected. Here's everything you need to know about refunds.
At a Glance
- Claim window: 2 days from delivery
- Refund processing time: Instantly upon dispute approval
- Refund method: Vanteeq Wallet
1. Eligibility
You're covered by a refund claim if:
- •Your parcel never arrives
- •Your parcel was damaged in transit
- •Your item is significantly not as described (SNAD) — doesn't match its listing photos or description
- •The seller fails to ship your order in a reasonable time
Refunds are not available for:
- •The item doesn't fit you or you simply don't like it — it's entirely the seller's decision whether to accept a return in this case
- •Minor wear consistent with pre-loved/second-hand items as disclosed in the listing
- •Claims submitted more than 2 days after delivery
2. How to Request a Refund
Report the issue
Go to your order and open a dispute within 2 days of delivery. Describe the issue and attach photos as evidence.
Seller responds
The seller can respond directly in the dispute. If you can't reach an agreement, our team steps in — both buyer and seller may be asked for additional information. We aim to complete review within 3–5 business days.
Decision
If unresolved between buyer and seller, our team reviews the evidence and resolves the dispute. We notify both parties of the outcome, and an approved refund is processed immediately.
3. Refund Processing Time
Once a refund is approved, it is credited to your Vanteeq Wallet instantly upon dispute resolution. You can use your wallet balance on any future purchase on Vanteeq.
4. Partial Refunds
In some cases where only part of an order is affected, a partial refund may be issued. This is determined case-by-case during dispute review.
5. Exchange Policy
Vanteeq is a peer-to-peer marketplace. Direct exchanges between buyers and sellers are not facilitated through the platform. If you received a wrong or damaged item, open a dispute for a refund and re-purchase the correct item separately.