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Refund & Returns Policy

Effective Date: 3 July 2026 · Version 2.0

Vyete does not process or hold payment for product purchases — you pay the Shop directly, using whatever method you and the Shop agreed at checkout. Refunds for a product purchase therefore happen directly between you and the Shop, not through Vyete. This Policy sets the platform-wide minimum standards a Shop must follow when handling a return or refund with you, and explains what recourse you have if a Shop doesn't meet them. It supplements Section 5 of the User Terms of Service and, where there is a conflict, this Policy prevails.

1. Standard Return Window

You may request a return of most eligible items within 14 calendar days of the confirmed delivery date. To qualify, items must:

  • Be in their original, unused, and undamaged condition.
  • Include all original packaging, accessories, labels, and tags.
  • Be accompanied by the original proof of purchase from the Vyete platform.

The 14-day window begins on the day following delivery. If the final day falls on a public holiday, the deadline extends to the next business day.

2. Extended Return Window

Certain categories carry an extended return window of 30 calendar days:

  • Electronics and appliances (unused, sealed)
  • Footwear and clothing (unworn, with tags)
  • Furniture and homewares (unassembled, in original packaging)

The applicable window is shown on the product listing page at the time of purchase.

3. Non-Returnable Items

The following categories are not eligible for return unless the item is faulty or misdescribed:

| Category | Reason | |---|---| | Perishable goods (food, fresh produce, flowers) | Health and safety | | Digital downloads and software licences once activated | Nature of product | | Customised or personalised items | Made to order | | Unsealed hygiene and personal-care products | Health and hygiene | | Earrings and body jewellery | Health and hygiene | | Hazardous materials | Regulatory | | Items damaged by misuse, accident, or normal wear after delivery | Buyer responsibility |

If you are unsure whether an item is returnable, contact the Shop directly, or [email protected] if the Shop is unresponsive.

4. How to Initiate a Return

4.1 Contact the Shop Directly

Returns and refunds are arranged directly with the Shop, since the Shop is the party that received your payment. Use Orders → Contact Shop to message them with your return request, reason, and photos if the item is damaged or incorrect.

4.2 If the Shop Doesn't Respond

If the Shop hasn't responded within 48 hours, or you can't reach an agreement, you may raise a formal dispute — see Section 9.

4.3 Returning the Item

  • Securely package the item. Neither Vyete nor the Shop is responsible for items damaged in transit due to inadequate packaging.
  • Arrange return shipping directly with the Shop or a Carrier of your choice — Vyete does not manage or fund return logistics.
  • Retain proof of postage or collection until your refund is confirmed by the Shop.

5. Refund Method and Timing

Because Vyete never held your payment, the Shop refunds you directly, using the same method you originally paid with wherever practical. Vyete does not set or guarantee refund processing times, as it has no visibility into or control over money it never touched — agree a timeline directly with the Shop when you raise the return. As a platform-wide expectation, Shops should acknowledge a refund request within 24 hours and complete it within a reasonable time after the returned item is received or the issue is otherwise resolved.

5.1 Partial Refunds

A partial refund may be appropriate where:

  • An item is returned in a condition worse than when delivered but the defect is not attributable to the Shop.
  • Only part of an order is returned.
  • A bundle discount was applied and only some items are returned.

The Shop should clearly state the amount and reason for any partial refund it offers.

6. Faulty, Damaged, or Incorrect Items

6.1 Reporting

If your item arrives damaged, faulty, or is not as described, report this within 48 hours of delivery via Orders → Contact Shop, with photos.

6.2 Resolution

For a confirmed faulty or incorrect item, the Shop should offer, at your choice:

  • A full refund, arranged directly with the Shop.
  • A replacement item at no charge.

6.3 Items Damaged in Transit

Responsibility for transit damage lies with the Carrier that handled the delivery, not Vyete. See the Delivery Policy for fault attribution and how to raise a claim with the Carrier or Shop.

7. Cancelled Orders

7.1 Cancellation Before the Shop Accepts

You may cancel an order at any time before the Shop accepts it — no payment has changed hands with Vyete or the Shop at this stage, so there is nothing to refund.

7.2 Cancellation After Acceptance

Once a Shop has accepted your order, cancellation is a matter between you and the Shop directly, since any payment already exchanged was made directly to them.

7.3 Order Rejected by the Shop or Cancelled Due to Stock

If a Shop rejects your order or cancels it (e.g., due to a stock issue), no payment has passed through Vyete, so no Vyete-side refund is needed. If you had already paid the Shop directly, the Shop must refund you in full without delay.

8. Consumer Rights

This Policy does not limit any statutory rights you have under applicable consumer protection law against the Shop you purchased from. Where your legal rights exceed what this Policy provides, your legal rights apply.

9. When a Shop Won't Cooperate

If a Shop is unresponsive, refuses a refund you're entitled to under Sections 1–3 or 6, or you otherwise can't resolve a return directly, you may raise a formal dispute through the Dispute Resolution Procedure. Vyete does not process the refund itself — it reviews the dispute, may mediate, and records the outcome on the Shop's public dispute record so future Customers can see it. Persistent non-compliance may result in the Shop being suspended from the Platform.

10. Contact

Returns support (if the Shop is unresponsive): [email protected]