There are two main types of returns on Vinterior:
Change of mind from the buyers - Buyer’s responsibility.
Item unfit for purpose - Your responsibility as a seller.
1. Change of mind from the buyers - Buyer’s responsibility:
Not looking at listing information (state of the item, dimensions, description).
Item not fitting in their home.
Changing their mind.
Asking to cancel the order after it has been marked as dispatched on Vinterior.
Disputing that the item has signs of wear and tear, which is expected in a vintage item.
Rules that apply:
- The buyer is responsible for paying and organising the return delivery.
- The original non-refundable delivery fee will still be paid to you.
2. Item unfit for purpose - Your responsibility as a seller:
- Item is damaged in transit.
- Item is lost in transit.
- Misleading listing information.
- A bespoke, made to order, personalised order is not made to the quality and standard given from the listing.
- Item is dispatched but was not updated as being so on the Vinterior system, and the buyer wishes to cancel.
Rules that apply:
- The seller is responsible for paying and organising return delivery.
- The buyer is entitled to a full refund, including the original delivery fee,
- Offer your help: buyers are not used to organising delivery, maybe provide them with your shippers details
- Don’t get frustrated: if the client sends pictures of a damaged item or an item which they feel does not match the listing, it means that the client is unhappy with their experience.
- If it is the buyer’s responsibility to organise and pay for delivery they are usually a bit frustrated. Be a facilitator and make sure they have a good returning experience
- Don’t push back: the right to return is European Law and there is not much we can do, it is part of selling/buying online. Rest assured the return rate is very low on Vinteruir!
- Improve: Returns are a good way to question how this could be avoided in the future? Clearer description? More pictures? Better shipping company?