1. Order Cancellation Policy

Cancellations Before Dispatch: You may cancel any placed order at no charge at any time prior to the item being shipped/dispatched by the vendor or logistics carrier. To cancel an order before dispatch, please log in to your account dashboard and select "Cancel Order", or promptly contact our 24/7 customer support via email at support@vetramarketplace.com or phone/WhatsApp at (+234) 915 764 8587 with your Order ID.
Once your cancellation request is verified, a 100% full refund (including any delivery fees paid) will be initiated immediately to your original payment method in the currency transacted (including GBP, USD, Euro, or NGN).

Cancellations After Dispatch: Once an order has been picked up by the logistics carrier or dispatched, it cannot be canceled in transit. In such cases, please wait to receive the parcel and then initiate a return following our return procedures outlined below.

2. Return Eligibility Window

We offer a 7-day return window from the verified date and time of delivery. If 7 days have passed since your parcel was delivered, we unfortunately cannot offer a return, replacement, or refund.

To qualify for an eligible return, items must satisfy the following conditions:

• The item must be unused, unwashed, unworn, and unaltered in any way.
• The item must be in the exact original condition that you received it.
• All original brand tags, labels, hygiene seals, certificates, and accessories must remain intact and securely attached.
• The item must be returned inside its original manufacturer packaging or branded dust bags/boxes.
• Proof of purchase (Order Number, receipt, or transaction confirmation) must be provided.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged in transit, or materially different from the product description and images on the website (e.g., wrong size, wrong color, wrong design):

• Please inspect your package upon arrival and notify our support team within 48 hours of delivery.
• Email support@vetramarketplace.com with your Order ID, a brief explanation, and clear photographic or video evidence of the fault.
• Upon verification, Vetra Marketplace will provide either a free immediate replacement or a 100% full refund in the transacted currency (including British Pound Sterling - GBP, United States Dollar - USD, Euro - EUR, or Nigerian Naira - NGN), covering all return shipping costs.

4. Non-Returnable & Non-Refundable Items

For hygiene, health, safety, and operational reasons, the following items are strictly non-returnable unless defective upon initial delivery:

• Underwear, lingerie, bodysuits, and intimate apparel.
• Swimwear where the hygiene protection strip has been removed or tampered with.
• Earrings and pierced jewelry.
• Custom-tailored, personalized, or bespoke garments crafted specifically to individual buyer measurements (unless there was a significant production deviation from verified dimensions).
• Items designated as "Final Sale" or promotional clearance items.
• Items damaged due to customer misuse, improper handling, or failure to follow garment care labels.

5. Step-by-Step Return Process

Returning an eligible product on Vetra Marketplace is straightforward:

1. Initiate Request: Email support@vetramarketplace.com or WhatsApp (+234) 915 764 8587 within 7 days of receiving your order with your Order ID, item(s) to return, and the reason for the return.
2. Authorization & Shipping Instructions: Our support desk will review your request within 24 to 48 hours and issue a Return Authorization along with safe return shipping instructions.
3. Package & Ship: Repack the item securely in its original packaging. You will send the item to our official verification and return center:
   
   Vetra Marketplace Returns Department
   Address: No 20 Tokunbo Ajala Street, Ojodu Lagos, Nigeria
   Phone: (+234) 915 764 8587
   Attention: Returns & Quality Control Desk
4. Inspection: Once received at our Lagos facility, our Quality Assurance team will inspect the item within 2 business days to verify compliance with our return guidelines.
5. Outcome: You will receive an email confirmation acknowledging the inspection result and immediate notification of the refund or replacement initiation.

6. Return Shipping Costs

• Fault of Merchant/Platform: If the return is because the item was damaged, defective, or incorrect, Vetra Marketplace will cover 100% of return shipping costs.
• Customer Preference / Change of Mind: If an eligible return is due to buyer personal preference, style change, or sizing choice where the item matched listing specifications, the buyer is responsible for return shipping and courier costs to our hub.

7. Refund Methods and Processing Timeline

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

• Payment Method: Approved refunds are credited directly back to the original payment method used during checkout (via Flutterwave for international debit/credit cards, local cards, or direct bank accounts), or credited to your Vetra Marketplace digital wallet if you prefer instant store credit.
• Processing Timeline: We initiate refunds immediately upon approval (within 24 hours). Electronic payment processors and card issuing banks (including international card networks such as Visa and Mastercard) typically take 5 to 10 business days to reflect the credited funds in your bank account or card balance.
• Multi-Currency Refunds & Exchange: For domestic and international orders transacted in any currency — including British Pound Sterling (GBP - £), United States Dollar (USD - $), Euro (EUR - €), and Nigerian Naira (NGN - ₦) — refunds are issued in the exact currency paid. The refunded amount corresponds directly to what was originally charged. Any minor variation due to interbank daily exchange conversion rates is determined by your card-issuing bank.

8. Late or Missing Refunds

If you have received our confirmation of refund but have not seen the funds after 10 business days:

• First, check your bank account statement or card statement again.
• Contact your credit card company or banking institution; there is often official processing time before a refund is publicly posted.
• If you have done all of this and still have not received your refund, please reach out to us at support@vetramarketplace.com and we will gladly track the transaction reference with our payment provider (Flutterwave).

9. Contact & Business Entity Information

If you have any questions, inquiries, or claims regarding this Refund and Return Policy, please reach out to our official customer relations team: