Before acceptance or shipment
An order may be canceled when the seller has not accepted it or begun fulfillment, subject to the state shown in the app.
Item not received
Buyers should report a missing shipment or failed handoff promptly through the order. Carrier records, messages, address details, and confirmation events may be reviewed.
Materially not as described
Report material differences promptly and preserve the item, packaging, photos, listing, and messages. Normal wear or disclosed flaws are not the same as a material misdescription.
Not ordinarily covered
Change of mind, fit, or preference may not qualify unless the seller voluntarily accepts a return or applicable law requires it.
Review and outcome
Vintra may request evidence, pause payout, issue a full or partial refund, deny a claim, or take other action consistent with the order record, provider rules, and law. Do not return an item until instructions are provided.
Payment disputes
Contact Vintra first when practical. Filing a chargeback does not guarantee a particular outcome and may limit Vintra’s ability to resolve the issue directly.
Contact
Questions or requests may be sent to [email protected].