Refund Policy

What this policy covers

This Policy explains refunds between ReList, a stock supplier and a reseller. It covers ReList credits, photo-pack orders, the supplier–reseller physical fulfilment amount and the ReList platform fee.

It does not replace the return or refund rules between a reseller and an external buyer on Vinted or another marketplace. That external sale is handled by the reseller as seller and under the external marketplace’s process.

Quick refund guide

How to request a refund or withdrawal

Use the refund or support action attached to the order where available. Otherwise email info@joinrelist.com from the address linked to your account and include:

• your username and order or transaction number;
• the requested outcome and a clear description of the issue;
• screenshots, photos, tracking, marketplace case reference or other relevant evidence; and
• confirmation that the item or digital content has not been transferred or misused.

For a statutory withdrawal, send a clear statement that you are withdrawing from the identified contract. You may use the subject line “Withdrawal from contract.” Where an online withdrawal control is shown at checkout or in the order, you may use that control instead. We will acknowledge a valid statutory withdrawal on a durable medium as required by law.

Consumer withdrawal and conformity rights

A person buying for purposes outside their trade or profession may have a 14-day statutory right to withdraw from a distance contract. A person sourcing products or photos for organised resale may legally be a trader even if they selected “private” in an account setting.

For immediately supplied digital content, the withdrawal right is lost only where the consumer expressly requests supply during the withdrawal period, acknowledges the resulting loss of the right, supply begins, and the required confirmation is provided. If those requirements are not met, this Policy does not shorten the statutory right.

Digital content must still be supplied, accessible and materially match its description. Statutory remedies for non-supply or non-conformity can include supply, correction, price reduction or termination and may exceed the commercial 50% quality-credit described below.

When a statutory money refund is required, it is made without a refund fee, through the original payment method and within the deadline required by applicable law. Credits will not be substituted for money unless the consumer agrees after the refund entitlement arises or the purchase was originally made using credits.

Credits and app-store purchases

ReList credits have a displayed redemption value of 1 credit = €0.01 for eligible photo-pack value. They do not expire, cannot be transferred and cannot be withdrawn as cash.

A refund for an order originally paid with credits is normally restored to the ReList credit balance. A refund for an eligible card or other payment is normally sent to the original payment method. A purchase of the credit pack itself through Apple is also subject to Apple’s purchase and refund process.

Unused paid credits remain subject to any mandatory consumer cancellation or termination rights. Promotional credits have no cash value unless applicable law requires otherwise. Apple reversals, chargebacks, fraud or duplicate credits may be corrected, including after the credits were spent.

Missed photo deadline

The supplier must make the promised photo set available within 24 hours after the order is confirmed. If the deadline is missed, ReList may expire the order automatically:

• the full provider photo-pack amount is returned through the original internal or payment rail;
• the supplier’s pending photo earnings are reversed; and
• an automatic verified one-star deadline review may be posted.

The ReList fee is retained because the platform transaction and deadline process were supplied, except where mandatory law requires the fee to be returned. The supplier can ask for human review if the deadline status is incorrect.

Unusable photo-pack claims

Submit one claim per order as soon as possible and preferably within 48 hours after the photo set becomes available. The order interface may allow a longer technical submission window; accepting a later claim is at ReList’s discretion and mandatory statutory rights are never shortened.

A pack is unusable when the supplied files are materially defective, inaccessible, duplicated where unique photos were promised, or materially inconsistent with the listing or promised standard. Evidence can include the original files, error screen or external marketplace notice that identifies a defect in the photos.

An external platform’s decision to remove a listing, restrict an account, reject a category or reduce visibility is not on its own proof that the photos are defective. Low demand, failure to sell, personal preference after delivery or using the photos outside supplier terms does not qualify.

If ReList approves the commercial quality claim, 50% of the provider photo-pack price is returned and the supplier amount is debited or reconciled. The ReList fee is retained except where mandatory law requires otherwise. This commercial remedy does not replace stronger statutory rights for genuinely non-conforming digital content.

Missed physical shipping deadline

After physical fulfilment is funded and a valid courier label or reference is provided, the supplier has three days to mark the item shipped. A reseller cannot cancel only because the item has not shipped before that deadline.

If the supplier misses the deadline, the physical provider amount is returned, the supplier’s pending physical earnings are reversed and an automatic verified one-star deadline review may be posted. The ReList fee is retained except where mandatory law requires otherwise.

If the supplier ships on time, payment is not released merely because “shipped” was selected. It remains pending until the reseller confirms delivery/completion or a support decision resolves the order.

Lost-item process

The reseller must first open a claim with the external marketplace or carrier and reasonably pursue any buyer-protection or parcel compensation available there. The reseller must then give ReList the case number, tracking, submitted evidence and final outcome.

ReList may keep provider funds pending while the external case is open. ReList does not guarantee that the external marketplace or carrier will pay and does not automatically reimburse the lost item from its own funds.

After the external decision, ReList may allocate pending provider funds or recovered compensation based on chain of custody, tracking, package evidence, each participant’s conduct and the marketplace/carrier findings. Supplier responsibility can apply where the item was not handed to the carrier, was incorrectly packed or false dispatch information was provided. Reseller responsibility can apply where an invalid label, inaccurate buyer information or failure to pursue the external case caused the loss.

External buyer rejection or return

ReList does not accept the external buyer’s return and does not issue that buyer’s refund. The reseller is the seller in the external transaction and must satisfy every mandatory buyer remedy without waiting for reimbursement from ReList or the supplier.

For the internal supplier–reseller settlement, the reseller chooses:

1. Return to supplier: obtain instructions, send the same item by a trackable method and provide proof. The relevant physical provider amount may be refunded after supplier receipt and reasonable verification.
2. Keep the item: no physical provider-amount refund is due and supplier funds may be released.

The reseller normally pays internal return shipping. If evidence shows that the supplier sent a wrong, materially defective or materially misdescribed item, ReList may require the supplier to bear reasonable documented return cost. ReList may hold funds and review evidence where item identity, condition, delivery or responsibility is disputed.

The delivered photo pack and ReList platform fee are separate and are not automatically refunded because the physical item is returned. Mandatory law can require a different result.

Reseller duties to an external consumer

Where the reseller is legally a trader and the external buyer is a consumer, the reseller must provide the cancellation, return, refund, repair, replacement, price-reduction and conformity remedies required in the buyer’s country. An account’s “private” label does not override the facts.

As a general EEA and UK baseline, a consumer distance sale may include a 14-day change-of-mind period after receipt, with a further return period, subject to lawful exceptions. Faulty, unsafe or misdescribed goods have separate remedies. In the UK, those can include the short-term right to reject faulty goods. National rules may be more protective.

The reseller must not tell the external buyer to seek a refund from ReList or delay the buyer’s remedy while waiting for a supplier, carrier or marketplace case. The supplier–reseller allocation exists only between those participants.

Fees, processing and corrections

The default ReList fee is 5% of the provider amount plus €0.50, added on top. Its refund treatment for each outcome is shown above. Any fee that mandatory law requires ReList to return will be refunded.

We review claims using order history, timestamps, messages, original media, tracking and third-party evidence. We may ask either participant for more information and may hold funds while a genuine dispute remains open. Fraudulent, altered or duplicate evidence may result in denial, reversal, moderation or account restriction.

Credit returns normally appear after ReList completes the decision. Card, Apple, Stripe or bank posting time can take longer and is outside our direct control. We process a statutory refund within the legally required deadline. Other approved refunds are initiated as promptly as reasonably possible.

ReList may correct a duplicate payment, duplicate refund, technical credit, chargeback or fraud-related balance error. You may request a human review of a refund or deadline decision through support.

Contact and complaints

Refund support: info@joinrelist.com · +370 691 49477 · Relist MB, Aušros Vartų g. 13-13, LT-01304 Vilnius, Lithuania.

If a consumer complaint remains unresolved, the dispute options described in the Terms of Service remain available. This Policy does not limit access to a competent court, regulator or ADR entity.