Vendor Returns, Refunds and Cancellations Policy

This policy sets out Vendor responsibilities where an Order is cancelled or a Buyer requests a Return, replacement, repair or Refund. It must be read together with the customer-facing Vicsmall Refund and Return Policy and mandatory consumer rights.

Capitalised terms not defined in this policy have the meanings given in the Vicsmall Vendor Terms and Agreement.

• Products must match the listing and be genuine, safe, complete and fit for their described purpose.
• A Vendor must not use this policy to remove a Buyer's mandatory legal rights.
• Refund and Return decisions are based on the Product, evidence, Order record, delivery information, Applicable Law and the published customer policy.
• Vicsmall may issue a customer-facing decision and separately allocate financial responsibility between the Vendor, courier and Vicsmall.

The Vendor will ordinarily bear the Refund and reasonable return costs where the Product is:

• defective, unsafe, expired or counterfeit;
• materially different from the listing, image, specification or agreed sample;
• the wrong Product, size, colour, quantity or model;
• incomplete or missing a promised accessory or feature;
• damaged because of inadequate packaging;
• not fit for a purpose expressly accepted by the Vendor;
• subject to an undisclosed recall or regulatory issue;
• otherwise supplied in breach of the Vendor Agreement or Applicable Law.

Change-of-mind Returns are handled under the customer-facing Refund and Return Policy and Applicable Law. Where lawful and clearly disclosed before purchase, exclusions may apply to personalised Products, perishable Products, hygiene-sensitive Products with opened seals, immediately consumed Services, Products damaged after delivery or other recognised exceptions.

• The Vendor must respond to a Return or dispute request within two Business Days unless a shorter time is stated.
• The Vendor must inspect a returned Product promptly and provide clear evidence supporting any objection.
• Useful evidence may include listing screenshots, serial numbers, dispatch images, packaging records, tracking, delivery confirmation, Buyer communications and inspection photographs.
• A Vendor must not reject a valid Return without reasonable grounds or pressure the Buyer to withdraw a complaint.
• Vicsmall may make a final Platform-level determination based on available evidence.

A Refund may be full, partial, replacement-based, repair-based or rejected where evidence does not support the claim. Vicsmall may make a Platform-level decision using tracking, delivery, Product, communication and inspection evidence.

Commission reversals are calculated using the Commission Snapshot. This means the applicable Vendor override, Product override or Category rate originally used for the Order will ordinarily be used for the matching reversal.

A Product described as non-returnable may still qualify for a remedy where it is defective, unsafe, counterfeit, wrongly supplied or otherwise subject to a mandatory consumer right. Vendors must not use a listing label to exclude legal obligations.

When a Refund or remedy is approved, Vicsmall may reverse sale proceeds, reverse Commission where appropriate, retain non-refundable provider costs, deduct allocated return or redelivery costs, deduct compensation caused by Vendor breach and debit the Vendor Wallet or future Settlements.

Vicsmall may investigate suspected Buyer or Vendor Return abuse. A Vendor must not send a different Product, tamper with evidence, falsely claim an empty return, create false delivery records or coordinate fraudulent complaints. Confirmed abuse may lead to account action and recovery of losses.