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Refunds & Returns

Refund & Returns Policy

Because on Vendars the seller is only paid after you confirm delivery, you are never out of pocket for an item you don't receive or that arrives not as described. This policy explains when you get a refund, how to request one, and how long it takes.

How Buyer Protection works

When you pay through Vendars, the payment is not released to the seller until you confirm you have received your item as described. If something goes wrong before then, we refund you instead of paying the seller — so a refund never means chasing the seller.

When you're entitled to a refund

You can request a full refund if any of the following apply:

Your item never arrived within the delivery window the seller stated.
The item is significantly not as described — wrong item, wrong size/colour, fake, or missing parts.
The item arrived damaged, faulty, or unusable.
The seller cancelled the order or could not fulfil it.

How to request a refund

  1. Do not confirm delivery if anything is wrong. Confirming delivery releases your payment to the seller.
  2. Open a dispute from your order page, or through the Resolution Centre, and describe the problem. Attaching photos helps us decide quickly.
  3. Our team reviews messages and evidence from both you and the seller and decides fairly — a refund to you or release to the seller.

Please raise any issue before confirming delivery and within 7 days of the item being marked shipped. After this window, undisputed payments auto-release to the seller. Opening a dispute pauses the timer until the case is resolved.

Returns of physical items

Where a refund requires the item to be sent back (for example a faulty or wrong item), our team will arrange the return with the seller as part of the dispute. Do not ship anything back on your own until a return is agreed in the Resolution Centre, so your protection stays in place.

How refunds are paid

Approved refunds are returned to the same payment method you used at checkout — card, bank transfer or mobile money — through our payment processor. Card and mobile-money refunds are typically settled within 5–10 business days, depending on your bank or wallet provider. Refunds are made in the original currency of the order (Ghana GH₵ or Nigeria ₦).

What isn't covered

Payments made outside Vendars — by direct mobile money, WhatsApp or cash. These have no protection. Always pay through the button on the product page.
Change of mind after an item has been correctly delivered as described, unless the seller offers returns.
Minor differences that were clearly shown in the product photos and description.

Need help with an order?

Start in the Resolution Centre, or contact our support team and we'll help you sort it out.

This policy forms part of our Terms of Service. Vendars may update it from time to time; the version on this page always applies.

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