Pro Returns
Vrool Pro — Return & Refund Policy
This policy applies to purchases made from sellers with a Vrool Pro account. For purchases from standard (non-Pro) sellers, see our Buyer Protection policy.
As a Pro seller, you are a business and must comply with UK distance-selling regulations. Buyers have the right to return items within 14 calendar days of receipt, for any reason — including change of mind.
Buyer's right to return
When you purchase an item from a Vrool Pro seller, you have 14 calendar days from the day you receive the item to request a return. You do not need to give a reason.
- The 14-day period starts the day after you receive the parcel
- You must notify the seller through Vrool messages that you wish to return the item
- The item must be returned in its original condition (unworn, unwashed, with tags if applicable)
- Once the seller receives the returned item, your refund will be processed
Who pays for return shipping?
- Change of mind / doesn't fit: The buyer pays return postage
- Item faulty or not as described: The Pro seller pays return postage
The seller must provide a return address. If using Royal Mail, the buyer should obtain proof of postage.
When the refund is issued
The Pro seller must issue a full refund within 14 days of receiving the returned item back, or within 14 days of the buyer providing evidence of return shipment (whichever is earlier).
Refunds are processed back to the buyer's original payment method (card via Stripe). Admin reviews the refund before it is released to prevent misuse.
What cannot be returned
- Items that have been worn, washed, altered, or damaged by the buyer
- Perishable goods or items made to the buyer's specification
- Sealed items that have been opened where hygiene is a concern (e.g. underwear, swimwear with hygiene seal removed)
Disputes
If a Pro seller refuses a valid return within the 14-day window, the buyer can raise a dispute. Vrool's support team will review the case and may issue a refund on the seller's behalf if the return request is valid under this policy.
Standard sellers (non-Pro)
This 14-day return policy does not apply to purchases from standard (non-Pro) sellers. Standard seller purchases are covered by Vrool Buyer Protection:
- Buyer has 2 days after delivery to report an issue (item significantly not as described, damaged, counterfeit)
- No returns for change of mind or wrong size
- If no issue is raised within 2 days, payment is released to the seller
Contact
If you need help with a return from a Pro seller, message the seller directly through Vrool chat. If unresolved, contact our support team.