A buyer says the item is not as described: what now?
It feels bad, but it is a normal part of selling. Here is what the buyer can do, what you can do, and what happens to your money, step by step, with Vinted's own rules.
The buyer has 2 days after Vinted says the parcel should have arrived to report a problem. While the claim is open, the order is on hold and the money stays with Vinted. You can refund part of the price, refund all of it, ask for the item back, or disagree and let Vinted's team look at the evidence from both sides.
How long the buyer has to complain
The clock starts when Vinted tells the buyer that the order should have been delivered. From that moment, the buyer has 2 calendar days to press "I have an issue" and ask for a refund. If they do nothing, or press "Everything is OK", the order is completed and the money goes to you. Source: Vinted Refund Policy
After that, Vinted no longer offers a refund or a return for the order. If a buyer writes to you a week later, there is no claim open, and any return is up to you.
What counts as "not as described"
Vinted calls it "significantly not as described". It covers a wrong colour, a wrong size, missing parts, a bundle with an item missing, a different main material, a fake, a device that does not work as described, and any stain, tear or flaw that was not shown in the photos or mentioned in the description.
It does not cover an item the buyer simply does not like or that does not fit. Small differences that do not change how the item looks or works do not count either, like a colour that looks slightly different because of the light. Source: "Significantly not as described" items at Vinted
What happens to your money meanwhile
When the buyer reports the problem, the order is suspended. The payment stays with Vinted and does not reach your balance until the issue is settled. The buttons to refund the buyer or to ask for a return appear in your chat with them. Source: The buyer has an issue with the order
Your options, one by one
Start by reading the buyer's message and looking at their photos calmly. Then pick one of these.
| Option | The item | Your money |
|---|---|---|
| Partial refund | The buyer keeps it | You get the price minus the amount you give back |
| Full refund | The buyer keeps it | You get nothing for this sale |
| Ask for a return | It comes back to you | The buyer is refunded once you have it back |
A partial refund is not possible on a bundle. The buyer can accept or refuse the amount you offer. Source: Item is significantly not as described
Take a 12 EUR jumper with a small mark you missed. Offering 3 EUR back is often easier for both of you than a return. If the buyer says it is the wrong size and you know it is not, a return or a dispute makes more sense.
How a return works and who pays the postage
You ask for the item back
The buyer then has 5 business days to send it. If they miss that, the claim is closed and you get paid.
The buyer pays the postage
That is the rule in Vinted's terms. You can choose to cover it by giving them a Vinted return label.
You check the parcel
You have 2 days after it arrives. The buyer is refunded when you confirm, or when those 2 days are over. Source: Returning an item
The item must come back in the same state as reported, with all its tags and accessories, and properly packed. If it does not, the refund request can be disputed or dismissed. Source: Vinted Refund Policy
When you disagree: let Vinted decide
If you and the buyer cannot agree, the case goes to Vinted's support team. They answer within 48 hours. If you dispute the claim, they look at the evidence from both sides. If they find the item was described correctly, the order is completed and you receive the payment. If they find it was not, you have 2 days to ask for a return or release the refund. Source: Returning an item
Vinted also says it will stand up for sellers when a refund claim does not look solid. That only works when the buyer paid through Vinted, so never agree to settle outside the app. Source: Seller's safety and support
The evidence that helps you
The buyer has to send photos of the item, the problem and the packaging. Your side of the story is stronger with your own proof. Here is what helps most:
- Your listing photos and description, which show what the buyer saw before paying.
- Photos of the item as you packed it, with any flaw you mentioned clearly visible.
- The weight of the parcel, noted when you sent it.
- The tracking, which shows when the parcel left and when it arrived.
Keep your messages short, polite and inside the Vinted chat. If the case goes to Vinted, a calm conversation shows you tried to help.
Under Vinted's rules, a flaw that is shown in your photos or written in your description is not "not as described". A missing button, a small stain, a scratch on the back: one clear photo of each can save you a dispute.
Flogit keeps the listing photos and details for each sale, so you can show what the buyer saw when they bought it. See how it works in dispute evidence.
Checked against Vinted's help centre on 29 September 2026. If Vinted changes something, tell us and we will update this page.
