Vinted, the second-hand fashion platform, has announced a significant change to its buyer protection policy following widespread criticism from users. The change, effective immediately, aims to address complaints about refunds and customer support.
Under the new rules, buyers will now have seven days to report issues with items, up from the previous two-day window. Additionally, sellers will no longer be able to require buyers to pay for return postage for faulty or misdescribed items. Vinted stated the changes were made to 'improve trust and fairness' on the platform.
The announcement comes after numerous reports of buyers losing money, such as Lucy, 57, from Norfolk, who paid £22.90 for a vintage teapot that arrived damaged. She was initially refused a refund despite providing evidence, only receiving one after media intervention.
Vinted’s buyer protection fee, which is mandatory on every purchase, has been a point of contention. Critics argue it functions more as a commission than genuine protection. The platform has also faced accusations of relying on automated chatbots for customer support, though Vinted insists human reviewers handle all escalated cases.
The company hopes the policy overhaul will restore confidence among its 17.4 million UK buyers, as it continues to grow as a major fashion retailer.
