What to Do When Your Vinted Item is Not as Described

As an avid online shopper, I’ve had my fair share of experiences where the item I received wasn’t quite what I expected. One platform that I frequently use for buying and selling pre-loved fashion items is Vinted. While most transactions on Vinted go smoothly, there may be instances where the item you receive is not as described by the seller. Let’s explore what to do when a Vinted item is not as described and how to give yourself the best chance of a refund.

What is Vinted?

Vinted is a marketplace for buying and selling unwanted items.

Vinted have three main aims:

1. Sell simply – make money by easily listing your preloved items – a great way to make money on your phone or to make money with your iPad.
2. Shop smarter – find amazing brands that you love at a fraction of the RRP.
3. Join the community – join in the Vinted forums or customise your feed for the products that you really want.

The Vinted app is available both on iOS and Android.

Here’s where to find stock for Vinted.

Understanding your rights as a buyer on Vinted

When it comes to buying on Vinted, it’s important to familiarise yourself with your rights as a buyer. Vinted has a buyer protection policy in place to safeguard your interests. If the item you receive is not as described, you may be entitled to a refund or a return.

You have a short timeframe to report a problem. Vinted’s Buyer Protection only works if you report the issue within two days of the item being marked as delivered. After that, Vinted automatically releases the funds to the seller, and you lose the right to open a dispute through the app.

Unlike other online stores such as ASOS or Boohoo, you do not have an automatic right to return items to sellers on Vinted just because you changed your mind or the item doesn’t suit you. Returns are usually only approved when there is a major issue with the item not being as described.

Related: Is Vinted safe?

Common reasons Vinted accepts a “not as described” claim

Vinted will usually only step in if there is a clear mismatch between the listing and what you received. Some common reasons include:

• stains, holes, bobbling or pulls that were not shown or mentioned
• size listed incorrectly or labelled wrong compared to the description
• fake or counterfeit branded items sold as genuine
• colour noticeably different to the photos and description
• the wrong item was sent
• missing items in a bundle (for example, a three-piece set arriving as one or two items)

If your situation clearly fits into one of these categories and you report it within two days, you are much more likely to have a successful outcome.

See: what to do when the wrong parcel is in an InPost locker.

Steps to take when you receive a Vinted item not as described

1. Double-check the listing: Sometimes the seller accurately describes the item for sale and includes photographs of any issues, such as bobbling, stains or holes. Before launching a complaint, check the listing carefully for any mention of these problems.
2. Act immediately: You have two days after receiving your item to let the seller know that there is an issue. If you fail to raise an issue before those two days are up then Vinted will automatically release the funds to the seller to withdraw, and you will not be able to get a resolution after this.
3. Document the issue: Before contacting the seller, thoroughly document the issues with the item. Take clear and detailed photographs or videos that highlight the discrepancies between the item’s description and its actual condition. This visual evidence will play a crucial role in supporting your claim.
4. Reach out to the seller: In a friendly and polite manner, contact the seller to discuss the issue. Provide a clear description of the problem and attach the visual evidence you have gathered. It’s important to maintain a respectful tone throughout the conversation as this can greatly influence the seller’s willingness to resolve the dispute. Sometimes sellers make genuine mistakes, and treating them with kindness helps to get a nice resolution.
5. Negotiate a resolution: Engage in open communication with the seller to find a mutually agreeable solution. This could involve a partial refund, a return, or an exchange for a different item. Being flexible and reasonable when negotiating can help resolve the issue more quickly.

What happens when you click “I have an issue” on Vinted?

When you click “I have an issue” on a transaction, the order is immediately paused. The seller cannot withdraw the money, and the conversation thread is reopened so you can explain the problem. Vinted will ask you to choose a reason (for example “item not as described” or “damaged item”) and upload your photos.

From this point, the payment is frozen until the situation is resolved. The seller will be notified and asked to respond. If they do not reply within the timeframe set by Vinted, the case can be passed to Vinted’s support team who then decide what happens next. The most important thing is that clicking “I have an issue” stops the money automatically going to the seller while the problem is investigated.

Communicating with the seller to resolve the issue

When communicating with the seller, it’s crucial to maintain a calm and respectful tone. Remember that they may not have intentionally misrepresented the item, and it’s always best to give them the benefit of the doubt initially. Here are some tips to effectively communicate and increase the chances of a successful resolution:

1. Be clear and concise: Clearly state the issue you have with the item, providing specific details about the discrepancies. Avoid making accusations or using aggressive language that may escalate the situation.
2. Focus on the facts: Stick to the facts and provide evidence to support your claim. This can include photographs, screenshots of the item’s description, or any relevant conversations with the seller.
3. Listen and be open to a solution: Give the seller an opportunity to respond and propose a resolution. If their offer is reasonable, consider accepting it. If you feel that their proposed solution is not fair, calmly explain your concerns and try to find a middle ground.

See also: best things to sell on Vinted.

Opening a dispute on Vinted

If you’re unable to reach a resolution through direct communication with the seller, you have the option to open a dispute on Vinted. This should be your last resort when all other attempts to resolve the issue have been exhausted. To open a dispute:

1. Go to the transaction page: Navigate to the transaction page of the item in question.
2. Click on “Report a Problem”: Look for the “Report a Problem” or “I have an issue” button and click on it to initiate the dispute process.
3. Select the appropriate reason: Choose the reason that best describes the issue you have encountered with the item. Vinted provides a range of options to ensure accurate reporting.

Providing evidence to support your claim

When opening a dispute on Vinted, it’s crucial to provide evidence that supports your claim. This helps strengthen your case and increases the likelihood of a favourable resolution. Here are some types of evidence you can provide:

1. Photographs or videos: Include clear and detailed visual evidence that shows the differences between the item’s description and its actual condition.
2. Screenshots: If there were any conversations with the seller where they made promises or guarantees about the item’s condition, take screenshots of those conversations as evidence.
3. Receipts or invoices: If you have any receipts or invoices that show the price you paid for the item, include them as supporting evidence.

Who pays for the return postage?

On Vinted, the buyer usually pays for return postage, unless Vinted decides that the seller is clearly at fault. In some cases, Vinted may provide a prepaid label or refund you without requiring the item to be sent back, but this is not guaranteed and depends on the details of the case.

To avoid surprises, always assume you may need to pay for the return unless Vinted support confirm otherwise during the dispute process.

What if the seller refuses a return?

If the seller refuses to accept that the item was not as described or insists that the item is fine, Vinted can step in and make the final decision. They will review your photos, the seller’s photos, the listing, and the full message thread.

If your evidence clearly shows a mismatch, Vinted can approve a refund even if the seller disagrees. The payout to the seller stays blocked while this is investigated, so you are not left completely stuck if a seller is being difficult.

Enjoy these Vinted posts? Here are some more you may enjoy:

• Selling on Vinted
• My Vinted Wardrobe Spotlight experience
• Common Vinted scams
• How does Vinted make money?
• How do you get paid on Vinted?
• Do you have to pay tax on Vinted sales?
• Vinted vs Depop
• How to sell on Vinted without a printer
• Vinted username ideas
• What to do when Vinted won’t let me buy
• Alternatives to Vinted
• How to contact Vinted

Vinted item not as described resolution process and timeline

Once you have opened a dispute on Vinted, the platform will step in to mediate the situation and facilitate a resolution. Timings can vary, but a typical timeline looks like this:

1. Day 0–2: You receive the parcel and report a problem within two days if the item is not as described.
2. Day 0–3: The seller is asked to respond and may offer a solution such as a partial refund or return.
3. Day 3–7: If you cannot agree, Vinted reviews the photos, listing and messages to decide what should happen next.
4. Day 7–10: Vinted usually issues their decision. This could be a full or partial refund, a return, or occasionally a refund without return.
5. Appeal window: If either side strongly disagrees, there is a short window to appeal and ask Vinted to look again.

How to contact Vinted

There are many reasons why you might need to get in touch with Vinted’s support team. Perhaps you’ve fallen for a common Vinted scam or you have a Vinted item not as described.

If you are looking for how to get in touch with Vinted then look no further than our useful article: how to contact Vinted.

Tips for a successful resolution and getting a refund

Resolving a dispute on Vinted can be a stressful experience, but there are certain tips that can help increase your chances of a successful resolution and getting a refund. Here are some strategies to consider:

1. Maintain clear and consistent communication: Keep all communication with the seller and Vinted clear, concise, and respectful. Avoid becoming emotional or aggressive, as this can hinder the resolution process.
2. Respond promptly: Make sure to respond to any messages or requests from the seller or Vinted in a timely manner. Delayed responses can prolong the resolution process.
3. Keep records: Maintain a record of all communication, including messages, emails, and any other relevant documents. This will help you track the progress of the dispute and provide evidence if needed.

What to do if the seller is unresponsive or uncooperative

In some cases, the seller may be unresponsive or uncooperative, making it difficult to reach a resolution. If you find yourself in this situation, there are a few steps you can take:

1. Remain persistent: Continue to reach out to the seller and Vinted, expressing your concerns and the need for a resolution. Persistence can sometimes prompt the seller to take action or encourage Vinted to intervene.
2. Report the seller: If the seller is consistently unresponsive or uncooperative, you can report them to Vinted. Provide details of your interactions and explain why you believe the seller is not acting in good faith.
3. Seek assistance from Vinted: If all else fails, reach out to Vinted’s customer support team for further assistance. They have a dedicated team that can help resolve disputes and guide you through the process.

Vinted “item not as described” – quick FAQs

What happens if I miss the two day window?
If you do not report the issue within two days, Vinted automatically releases the money to the seller and you can no longer open a dispute through the app. At that point your only option is to message the seller and ask for goodwill, because Vinted will not usually step in after the deadline has passed.

Do sellers get penalised for misleading listings?
If Vinted receives multiple complaints about a seller, they may lose visibility in search, have listings removed, or in serious cases have their account restricted or closed.

Can I keep the item and still get a refund?
Sometimes Vinted may decide that the item does not need to be returned, for example if it is low value or clearly faulty. This is decided on a case-by-case basis and is not something you can demand, but it does happen.

Dealing with a Vinted item not as described can be frustrating, but by following the steps outlined in this guide, you can increase your chances of resolving the dispute successfully. Be patient, persistent and respectful throughout the process. With clear communication and strong evidence, you can work towards a fair resolution and protect yourself when shopping on Vinted.