1. Overview

This Refund Policy explains how refunds are handled on VendSoli, the online marketplace operated by Vendoriz Solutions Limited. Because VendSoli connects independent Vendors with Buyers, refund decisions are based on a review of each case, and funds are managed through our escrow process described below.

2. How Payments Are Held

When a Buyer pays for an order, the payment is received into Vendoriz Solutions Limited's account via Paystack. The funds are held on behalf of the Vendor, minus our platform commission, until the order is confirmed as delivered or a dispute is resolved. This allows us to process refunds quickly when a Buyer is entitled to one, without needing to recover funds from the Vendor after payout.

3. When You May Request a Refund

You may be entitled to a refund where:

• The item was not delivered within the stated delivery timeline and the Vendor cannot provide valid tracking or delivery confirmation
• The item received is significantly different from its description, damaged, or defective
• The wrong item was delivered
• The Vendor agrees to accept a return and confirms receipt of the returned item

4. How to Request a Refund

To request a refund, contact our support team via email or phone (details below) with your order details and a description of the issue. Where relevant, please include evidence such as photos of the item received, screenshots of the listing, or delivery/tracking information. Your request will be logged in our internal tracking system.

5. Our Refund Process

Once a refund request is received, we follow this process:

• Step 1 - Support Intake: Your request is logged and acknowledged.
• Step 2 - Vendor Mediation: We contact the Vendor within 24 hours to obtain their response and any supporting evidence, such as delivery confirmation, tracking information, or product photos.
• Step 3 - Investigation: For non-delivery issues, we verify tracking information with the courier. For damaged, defective, or incorrect items, we review photos and communication records. For suspected fraudulent listings, we review the Vendor's history and transaction patterns.
• Step 4 - Resolution: If the Buyer is found to be entitled to a refund, the held funds are returned to the Buyer. If the Vendor is found not to be at fault, the held funds are released to the Vendor. Where fault cannot be immediately determined, the Vendor may be asked to accept a return; once return receipt is confirmed, a refund is issued.
• Step 5 - Escalation: If a case remains unresolved, it may be escalated within 14 days of the original request. In such cases, the disputed funds may continue to be held while both parties are asked to provide additional documentation.

6. Refund Timelines

Where a refund is approved following an accepted return, the Vendor is required to process it within 7 days of confirming receipt of the returned item, in line with our Vendor Obligations under our Terms and Conditions. Once a refund is approved, funds are returned to the original payment method via Paystack. The time for the refund to reflect in your account depends on your bank or card issuer and is typically a few business days after processing.

7. Non-Refundable Situations

Refunds will generally not be granted where:

• The item was delivered as described and there is no evidence of damage, defect, or misrepresentation
• The Buyer simply changed their mind, unless the Vendor's individual listing terms permit returns for this reason
• The refund request is found, after investigation, to be part of a fraudulent or chargeback abuse pattern, as described in our Acceptable Use Policy

8. Vendor Responsibilities

Vendors are required to respond to refund-related inquiries within 48 hours, provide accurate tracking and delivery information, and process approved refunds within the timelines set out in this Policy. Failure to do so may result in funds being released to the Buyer and may affect the Vendor's standing on the platform.

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or through the platform, and the "Last updated" date above will be revised accordingly.

10. Contact Us

For refund requests or questions about this Policy, please contact us at:

Vendoriz Solutions Limited
Email: invinciblephilip@gmail.com
Phone: 08067386009
Address: 7, Adefioye Crescent, Adeoyo, off Ringroad, Ibadan, Oyo State, Nigeria