Returns & refunds

Vergeo5 protects buyers with a clear two-lane returns policy aligned with CCPC expectations. Lane 1 covers faulty, wrong, or not-as-described items. Lane 2 covers change-of-mind returns where the vendor opts in per listing.

Report the issue within 48 hours of delivery with photo evidence through your order page or support. You receive a full refund including delivery fees from escrow. Return shipping is charged to the vendor. If buyer and vendor disagree, Vergeo5 admin arbitrates the dispute.

1. Open your order in Account → Orders. 2. Select Report a problem within 48 hours of delivery. 3. Upload clear photos showing the issue. 4. Keep the item in received condition until instructed. 5. Admin reviews and releases escrow refund or arranges return.

Some listings allow change-of-mind returns. The vendor sets returnable yes/no and a window between 48 hours and 7 days after delivery. Items must be unused and in original condition with tags/packaging where applicable.

Refund = item price minus outbound delivery fee minus return transport cost minus a 10% restocking fee (configurable between 5% and 15% per platform settings). Refunds go to your mobile money number or instant store credit when the wallet feature is available.

1. Confirm the listing shows Returns accepted. 2. Request a return within the vendor's window. 3. Ship or drop off the item as instructed. 4. Vendor confirms receipt in original condition. 5. Refund is processed per the formula above.

Refunds before escrow release come directly from held funds. After release to the vendor, refunds are clawed back from the vendor's next payouts. Reverse logistics are manual in v1 — our team coordinates where needed.

Perishable goods, personalised items, digital event tickets after scan, and prohibited categories are generally not returnable unless Lane 1 applies. Event refund rules follow the event's stated policy.

Contact support through your order page or the Help centre. Include your order number and photos for faster resolution.