Vinted Buyers and Sellers Report Issues With Buyer Protection Policy

Vinted has expanded rapidly in the UK, reaching an estimated 17.4 million buyers in 2024 and becoming one of the largest fashion retailers in the country. Users frequently discuss experiences on Trustpilot, Reddit and Facebook groups, with complaints centering on counterfeit goods, account bans and the buyer protection system.

When shopping on Vinted, customers see two prices displayed: one including the buyer protection fee and one without. The fee is added automatically to every transaction. In exchange, Vinted states that buyers will receive a refund if an item is lost in transit, arrives damaged or differs significantly from its description.

The platform requires buyers to report issues within two days of an item being marked delivered or to wait 25 business days for parcels never marked as delivered. Several users reported that they did not receive refunds despite the guarantee. Lucy, 57, from Norfolk, purchased a vintage teapot listed in perfect condition for £22.90.

The item arrived missing its lid and with a chip. After returning it at her own expense as requested by the seller, she was denied a refund. Vinted customer support initially sided with the seller. "So, what was the buyer protection for? It's not buyer protection, is it?

It's Vinted’s commission," Lucy said. Sellers have also described problems. Sammy, 44, from Dorset, listed a Le Creuset dish for £99 in early December. The buyer paid £89.10 and the item was shipped using a Vinted-generated label. After the 25-business-day period, the buyer reported the dish as missing and received a full refund.

Sammy was compensated only £7.50. Vinted later reviewed the case after The Independent's involvement and paid him the full amount. Vinted said it uses human reviewers for such disputes and that responses signed by a named customer service agent come from a person rather than an automated system.

The company acknowledged that Sammy's initial complaint was closed before the matter was fully resolved and stated that the support team corrected this upon discovering the error.

The buyer protection policy requires photographic evidence and allows sellers to request that buyers pay return postage even for faulty items. Buyers have two days after delivery confirmation to report problems, a window that some users say is too short to fully inspect items.

When parcels go missing, sellers are supposed to receive the full value of the item if properly packed and labeled, though some reported receiving far less. Legal rights differ depending on the seller. Items bought from users displaying a 'Pro' badge are treated as purchases from a business, carrying stronger consumer protections including a 14-day cooling-off period.

Transactions between private individuals offer fewer rights. Buyers can seek remedies if goods are not as described, but enforcement often requires pursuing the individual seller through small claims court, which needs the seller's full name and address.

Vinted has said its buyer protection fee is displayed clearly at checkout. The company maintains that the policy provides reassurance to users on its platform, which does not take ownership of the goods sold.