Refund Policy

This Refund Policy applies to purchases, quote-based orders, sample requests, wholesale orders, custom manufacturing orders, direct bank arrangements, cash-supported transactions, and supported payment flows involving VSL Market buyers, vendors, manufacturers, makers, suppliers, and distributors.

1. Vendor or Manufacturer Responsibility

The vendor or manufacturer is the merchant of record for sales made through or because of VSL Market unless a separate written agreement says otherwise. The seller is responsible for product accuracy, production quality, availability, fulfilment, delivery, customer support, returns, replacements, and refunds.

2. VSL Market's Role

VSL Market provides discovery, listing, quote, communication, payment-request, virtual POS, and payout-routing tools. We do not become the seller, manufacturer, logistics provider, escrow agent, or custodian of funds for buyer-seller transactions unless a separate written product or agreement expressly says so.

3. Contact the Seller First

Buyers should contact the seller first for delivery issues, quality concerns, wrong items, damaged goods, missing items, late production, cancellation requests, returns, or refunds. Sellers must respond in good faith and in line with the terms they agreed with the buyer.

4. Evidence to Keep

Both buyers and sellers should keep quote records, invoices, payment references, chat messages, product specifications, photos, videos, inspection reports, delivery notes, waybills, and any written refund or cancellation terms.

1. Eligible Refund Situations

A refund, replacement, or corrective action may be appropriate where the seller agrees, or where evidence shows that an item was not delivered, was materially different from the agreed description, was damaged before delivery, or the seller cannot fulfil the order.

2. Non-Refundable Situations

Refunds may be refused where the buyer changed their mind after dispatch, provided wrong delivery details, damaged the item after receipt, failed to inspect within the agreed timeframe, or requested a return outside the seller's stated policy.

3. Samples

Samples are often made or shipped for evaluation. Sample fees, shipping fees, and inspection costs may be non-refundable unless the seller clearly agreed otherwise or failed to provide the agreed sample.

4. Shipping and Logistics Fees

Shipping, customs, storage, inspection, and logistics costs are refundable only if the seller, logistics provider, payment partner, or applicable law requires it, or if the parties agreed to that term in writing.

1. Deposits and Production Milestones

For custom manufacturing, wholesale, or made-to-order goods, refund eligibility depends on the written terms agreed by the buyer and vendor before payment. Deposits may become non-refundable once materials are purchased, tooling begins, packaging is printed, labour is committed, or production starts.

2. Buyer Specifications

Buyers are responsible for providing accurate specifications, sizes, artwork, labels, compliance requirements, delivery instructions, and approval decisions. Sellers are not automatically responsible for losses caused by incorrect buyer instructions.

3. Seller Production Failures

If a vendor or manufacturer cannot produce the agreed goods, materially changes the agreed specifications without approval, or misses a critical timeline without reasonable cause, the parties should first try to agree on correction, replacement, partial refund, credit, or cancellation terms.

4. Inspection and Acceptance

For large or custom orders, buyers should request samples, pre-shipment photos, third-party inspections, or quality checks before final acceptance. Failure to inspect within the agreed period may limit refund options.

1. Duplicate or Failed Transactions

If you believe a payment was duplicated, failed incorrectly, credited to the wrong reference, or affected by a technical platform issue, contact support with the payment reference, seller name, screenshots, bank or wallet confirmation, and any related quote or invoice.

2. Released Payments

Where a supported payout has already been routed to the seller's saved bank account or payout destination, VSL Market may not be able to unilaterally reverse the payment. Recovery may depend on the seller, bank, payment processor, mobile-money provider, crypto network, or formal dispute process.

3. Direct Bank, Cash and Off-Platform Payments

For direct bank transfers, cash payments, or arrangements completed outside VSL Market's supported payment rails, the buyer and seller are responsible for proof of payment, refund discussions, and dispute resolution. VSL Market may review account misuse reports but cannot guarantee recovery.

4. Chargebacks and Partner Disputes

Card, bank, mobile-money, and payment-partner disputes may follow the rules and timelines of those providers. VSL Market may provide available records where appropriate, but the final outcome may be controlled by the relevant provider.

If a vendor, manufacturer, buyer, or representative uses VSL Market to misrepresent products, collect payment for prohibited activity, impersonate a business, repeatedly fail to fulfil orders, or abuse payment tools, VSL Market may remove listings, restrict payment features, suspend accounts, preserve records, and cooperate with banks, payment partners, regulators, or law enforcement where appropriate.

Submitting false refund claims, fake evidence, fake delivery complaints, or abusive chargebacks may also lead to account restrictions or termination.