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 5 business days of confirmed delivery. 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?
B2B purchases on VESTRA do not carry a statutory right of return (unlike consumer purchases). Returns are possible only when goods are materially not-as-described, proven counterfeit, or the seller explicitly offers returns in their listing. Never ship goods back without written authorisation.
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?
You must raise a dispute within 5 business days of the confirmed delivery date (or, for non-delivery, by the agreed delivery deadline). After this window the delivery is treated as accepted and disputes become significantly harder to resolve.
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.