Vinted says the package was empty. What should we do?

I am the buyer. The parcel was empty. What do I do?

Vinted’s refund policy does not use the heading “empty package”. It does tell you what to do when something is missing or is not what was listed.

Press “I have an issue” within 2 calendar days of the notice that the order should have been delivered. The returns page asks for photos of damaged parts, damaged packaging, and parts that do not match the listing. Keep the box. Vinted says it may ask for more photos and, without them, may not be able to refund you.

Vinted’s refund policy says the refund request period starts when Vinted notifies you that the order should have been delivered, or that it seems lost. You have 2 calendar days to report an issue and request a refund. Press “I have an issue” in the conversation. If you do not report in time, or you confirm that you accept the order, Vinted says the payment is sent to the seller and it will not be able to help with a refund. The policy says it applies when buying from standard members, not Pro sellers. After you request a refund, Vinted says the order is suspended and the payment is held safely until the issue is resolved. Source

Vinted’s returns page says you press “I have an issue” within 2 days of the delivery notice. Pressing “Everything is OK”, or missing that time, completes the order and sends the payment to the seller. The seller can offer a partial refund while you keep the item (not for a bundle), a full refund while you keep the order, or a return of the reported item. If only some bundle items are significantly not as described, you return those items, unless they are confirmed counterfeit. If all of them are, you return the whole order. The photos it asks for include damaged parts, damaged packaging, and parts that do not match the listing. If you cannot agree, the page says Vinted aims to reply within 48 hours. A fit or change-of-mind return needs the seller’s agreement. For a Pro seller, the page says you can return for any reason within 14 days of receiving the item. Source

I am the seller. The buyer says the box was empty. What happens?

Stay in the order. Vinted’s returns page lists three things the seller can offer: a partial refund while the buyer keeps the item, a full refund while the buyer keeps the order, or a return of the reported item. A partial refund is not available for a bundle.

A full refund that leaves the item with the buyer is written down. It is not described as the result of every empty-box report. If you cannot agree, Vinted says support reviews the details and decides.

Add what you have: packing photos, the weight if you recorded it, the drop-off receipt, and the listing photos. Do not send the buyer your home address in order to argue the case outside Vinted.

Vinted’s refund policy says that if you have asked the seller for a refund but cannot agree, its support team can help. It says the team reviews the case and the details available, then decides what should happen next. Source

What should the photos show?

Vinted’s returns page asks for photos of damaged parts, damaged packaging, and the parts that do not match the listing. The refund policy says Vinted may ask for extra photos and, without them, may not be able to refund you.

Those pages ask for photos. They do not say a video is required, and they do not say a video will be refused. Send what the form asks for, clearly, before the window closes.

A confirmed counterfeit does not need to be returned. An ordinary empty-box report is not that rule. Read return postage before you post anything back. The buyer pays that postage unless the seller covers it.

Vinted’s “significantly not as described” page says this includes a wrong colour, an incorrect size, missing parts or accessories that were not in the listing, a missing bundle item, damage that was not described, a main material that does not match, a counterfeit, another visible flaw that was not detailed, or a function that does not work as described. It says an item you do not like, or that does not fit, is not in that list. Minor differences that do not affect use or look are not in that list either. Source

Vinted’s refund policy says buyers pay for return shipping. A seller may choose to cover that cost by providing a Vinted-generated return label. Items must be sent within 5 business days of the seller requesting the return, in the same condition, with accessories, tags, or labels, and packed so the return can travel. If those conditions are not met, Vinted says the request may be disputed or dismissed. If you pay the return postage, the policy says that cost is deducted from the refund. If the return is lost or damaged and was packed properly, Vinted says you will not be charged for the return shipping. Source

How do I avoid arguing about a sealed box?

For a posted sale, keep your own record of what went into the parcel. For a local sale, inspection happens before acceptance.

On SilentSale®, PIN Pickup works like this: the buyer pays in the app, looks at the item in person, then shares a 6-digit PIN. There is no cash. There is no dispute after the PIN. SilentSale® is a UK marketplace. Buyer and seller each contribute £0.30 + 3% of the item price to SilentCover® (£0.60 each on a £10 item), a discretionary protection service. Stripe holds the funds until completion.

If you post instead, tracked Shipping has a 72-hour window after delivery. Read marketplace scams, chargeback checks, and seller protection.

PIN Pickup is an in-person handover. The buyer inspects the item before sharing their six-digit PIN; the seller enters it in the app to complete the order. The PIN is acceptance. There is no shipping, tracking or post-handover dispute window.

Stripe processes payments and holds funds until the order completes.

For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first.