Disputes & Returns
What if the goods do not match the listing description?
If goods are materially different from the listing (wrong model, quantity, colour, or undisclosed defects), open a dispute in your account dashboard within 3 business days of delivery — see Returns & Claims for what to send. Include photographs and a written description. Hold any further payments to the seller while the review runs.
How do I open a dispute?
Go to your order in the account dashboard, click "Open dispute", select the reason (non-delivery, not-as-described, quality issue, counterfeit), attach evidence, and submit. You will receive a reference number. Our team reviews within 2 business days.
Can I return goods?
Wholesale orders are closed to returns: there is no return for change of mind, and no statutory withdrawal right on a B2B purchase. Goods that are wrong, missing or faulty are claimable within 3 business days of delivery. The full rules, the evidence to send and who pays the return freight are set out under Returns & Claims.
What if I receive counterfeit goods?
This is treated as the most serious category of dispute. Document the goods thoroughly and do not make further payments. VESTRA will initiate an IP investigation, liaise with the rights holder if available, and — if counterfeiting is confirmed — enforce a full refund from the seller and suspend them permanently.
How long do I have to raise a dispute?
Within 3 business days of delivery (or, for non-delivery, by the agreed delivery deadline). After this window the delivery is treated as accepted and any funds still held for the order are no longer held. The same 3 business days apply to every claim reason — wrong, missing, faulty or not-as-described.
What happens if a dispute is resolved in my favour?
The seller must refund you in full (or partially, as agreed) — VESTRA enforces the outcome: sellers who fail to comply are struck, suspended, and lose their verified status.