1. Buyer Protection and reporting a problem
Buyer Protection provides the in-platform process for reporting that an item was not received, damaged, counterfeit, the wrong item, or materially not as described. Open the order and report the problem promptly with the information reasonably needed to assess it.
If carrier tracking marks a parcel delivered but you did not receive it, do not confirm that everything is okay. Use the order problem route so tracking, address and carrier evidence can be reviewed.
Buyer Protection does not replace statutory rights, payment-provider rights or chargeback rights. Those rights can apply differently depending on whether the seller is a private individual or a business.
2. Purchases from private sellers
The general 14-day change-of-mind right for distance contracts normally applies to business-to-consumer sales, not ordinary purchases from private individuals.
A private seller must still have the right to sell the item and must not misdescribe it. Valdeni can approve a return or refund under Buyer Protection where the evidence supports an eligible problem.
A buyer is not entitled to return a private-sale item merely because it does not fit or they changed their mind, unless the seller agrees or another legal right applies.
3. Purchases from business sellers
Where the seller is acting as a business and the buyer is a consumer, the seller is responsible for applicable consumer law. For an eligible distance sale of goods, the buyer generally has 14 days after receiving the goods to cancel without giving a reason, subject to legal exceptions.
The buyer must notify the cancellation within the applicable period and normally return the goods within the following 14 days. The business seller may be able to deduct for handling beyond what is reasonably necessary to inspect the goods.
The self-service order flow identifies ordinary fashion categories as eligible and sends less clear cases for review. A platform classification does not remove a statutory right or create one where an exception applies.
4. Return process
Use the order return action where available. The request records the reason and the applicable return destination. The seller may approve, decline where permitted, or ask for review. A buyer can escalate a disputed decision.
When a return is approved, the buyer must use a tracked service and record the required tracking information. Unless the policy, seller or law provides otherwise, return postage is arranged by the buyer.
Do not send an item to an address taken from an old message or label. Use the destination shown for the current return.
5. Refund amount and timing
The refund amount depends on the reason, seller capacity, items returned, delivery outcome and applicable law. A qualifying full refund can include the item price, related Marketplace Fee and delivery.
Partial refunds are calculated only for the affected seller order and item. The Marketplace Fee is recalculated using the retained item value, as described in the Buying, Fees and Payments policy.
Valdeni submits an approved refund through the payment provider. The provider and the buyer's bank control the final posting time.
6. Order completion and unresolved cases
A delivered order can complete automatically 48 hours after delivery if there is no open return, dispute or refund case. The buyer can confirm receipt earlier.
The standard in-platform return window is 14 days from delivery. A legal right or unresolved eligible claim can require a different outcome, so automatic completion does not extinguish rights that cannot lawfully be excluded.
Opening a valid case pauses ordinary completion while the case is reviewed.