Vinted has rapidly grown from an obscure app into a retail powerhouse, reaching an estimated 17.4 million buyers in 2024 and surpassing rivals like eBay and Depop. However, a growing number of users are questioning the platform's mandatory 'buyer protection fee', claiming it fails to deliver on its promises of refunds for lost, damaged, or misdescribed items.
Lucy, 57, from Norfolk, bought a vintage teapot for £22.90 that arrived with a missing lid and a chip. Despite returning the item in its original packaging, the seller claimed it arrived broken, and Vinted refused a refund. Lucy described the customer support as a 'nightmare', with automated responses and no human contact. She only received a refund after The Independent intervened.
Vinted's buyer protection fee is added to every purchase, ostensibly guaranteeing a refund if an order is lost, damaged, or significantly not as described. However, users report that the two-day window to report issues is too short, and sellers can require buyers to pay return postage even for faulty items. Critics argue the fee functions more as a commission than genuine protection.
Vinted maintains that human reviewers handle complaints, but many users claim they only interact with chatbots. The platform's policy requires buyers to wait 25 business days for lost parcels before reporting, adding to frustration. As Vinted profits from the fee, users demand better mediation and clearer terms.
