Refund policy

Effective date: 06/10/2026

 1. Scope

This policy applies to business-to-business wholesale orders placed with REUP Vintage Limited.

Our reseller boxes contain pre-owned vintage stock. Signs of age, previous wear and reasonable variation in condition are inherent characteristics of vintage clothing and are not automatically faults.

This policy should be read with our Terms and Conditions and Grading Policy.

2. Final-sale policy

All orders are final once placed and paid for. We do not offer change-of-mind cancellations, returns or exchanges.

A return or other remedy will only be considered where:

• The consignment was materially damaged in transit;
• The stock falls materially outside the grade purchased after applying our grading definitions and tolerance;
• We supplied the wrong product or stock category;
• A significant quantity is missing; or
• We made another material fulfillment error.

Any return requested for another reason will only be considered at our discretion. We are not required to approve it.

3. Inspecting the delivery

The buyer must inspect the delivery promptly after it arrives.

Visible transit damage, shortages, incorrect stock and grading concerns must be reported within 48 hours of the delivery time recorded by the courier.

If the packaging appears damaged, the buyer should photograph it before opening the parcel and, where possible, mark the delivery as damaged with the courier.

4. Making a claim

Claims must be emailed to hello@reupvintage.co.uk within the 48-hour reporting period.

The claim must include:

• The buyer's name and business name;
• The order number;
• A clear explanation of the issue;
• Photographs of the outer packaging and shipping label;
• Photographs showing the complete contents of the box;
• Clear photographs of every item included in the claim; and
• Photographs or video showing the damage, shortage or grading concern.

We may request further photographs, video, item counts or other reasonable evidence.

A grading claim cannot normally be assessed from photographs of only a small selection of garments. Because grading applies to the box as a whole, we may require evidence showing all of its contents.

Claims made outside the reporting period or without sufficient evidence may be rejected.

5. Keeping stock in its received condition

The buyer must keep the affected goods and all relevant packaging until the claim has been resolved.

Before receiving our written decision, goods included in a claim must not be:

• Washed, cleaned or treated;
• Worn or used;
• Repaired, altered or customised;
• Relabelled or reworked;
• Resold or supplied to another party; or
• Disposed of.

If goods are processed, damaged, sold or altered before we have had a reasonable opportunity to assess them, we may be unable to accept the claim.

6. Grading claims

All grading claims are assessed under our Grading Policy.

The advertised grade applies to the box as a whole and does not guarantee identical condition across every garment. The permitted grading tolerance will be taken into account.

The buyer's own grading method, retail standard or decision to reclassify the stock does not replace the grade under which the box was sold.

A box will not qualify for a remedy where it meets its advertised grade and falls within the permitted tolerance.

7. Matters not covered

The following do not normally qualify for a return, refund, credit or replacement:

• A change of mind;
• Stock failing to sell or selling more slowly than expected;
• Disappointment with resale value or profit;
• Subjective opinions about quality, desirability or style;
• General wear consistent with the grade purchased;
• Marks, fading, bobbling, repairs or other signs of age permitted by the grade;
• Variation in sizes, measurements or fit;
• Vintage label sizes differing from modern sizing;
• Differences in brands, colours, fabrics, styles or eras;
• Uneven distribution of condition within a box;
• Missing non-essential parts where permitted by the grade;
• Odours that may reasonably be addressed through normal preparation;
• Differences between the buyer's grading standards and ours;
• Damage occurring after collection by the courier;
• Damage caused by washing, drying, steaming, pressing or treatment;
• Damage caused by storage, handling, repair, alteration or customisation; or
• Expected defects in repair, broken, salvage or equivalent-grade stock.

An individual garment requiring cleaning, minor repair or preparation does not, by itself, establish that the box was incorrectly graded.

8. How claims are assessed

Claims are reviewed using:

• The product description;
• The grade stated on the order;
• Our Grading Policy;
• The permitted grading tolerance;
• The condition of the box as a whole;
• The evidence supplied by the buyer; and
• Our inspection of any returned stock.

Submitting a claim or receiving permission to return goods does not mean that the claim has been accepted. A final decision may depend on physical inspection.

9. Available resolutions

Where a claim is accepted, we will provide an appropriate and proportionate resolution. Depending on the circumstances, this may include:

• Replacement stock, subject to availability;
• A credit note for a future order;
• A partial refund for the affected stock;
• A full refund where the entire consignment is materially affected and returned to us.

The resolution will reflect the nature, value and extent of the verified issue. We will confirm it in writing.

A full refund will not normally be appropriate where only part of a box is affected and the remainder meets the order description and grade.

10. Return authorisation

Goods must not be returned without our prior written authorisation.

If a return is required, we will provide:

• A return-authorisation reference;
• The correct return address;
• Details of the goods to be returned;
• The deadline for dispatch;
• Packaging and identification requirements; and
• Confirmation of how return delivery costs will be handled.

Unauthorised returns may be refused or sent back at the buyer's expense. Authorisation applies only to the goods identified in our instructions.

11. Return packaging and identification

The buyer must package authorised returns securely and use a tracked and appropriately insured delivery service.

The outside of the parcel must show the buyer's name, original order number and return-authorisation reference.

A note inside the parcel must include the buyer's name, business name, order number, email address, return reference, reason for return and a list of the enclosed goods.

The buyer must keep proof of posting and tracking information until the matter has been resolved.

Unidentified or inadequately packaged returns may be delayed, refused or returned without processing.

12. Return delivery costs and risk

Unless we agree otherwise in writing, the buyer is responsible for arranging and initially paying for return delivery.

Where we confirm that a return was required because of our material fulfilment error or the goods materially failed to match the order, we may provide a return label or reimburse reasonable return costs agreed in advance.

We will not reimburse premium services, unreasonable charges, incorrectly incurred customs fees, unauthorised handling charges or any expense not agreed in advance.

Original delivery charges are non-refundable unless included in the agreed resolution or required by law.

The party arranging the return is responsible for pursuing the return carrier if the parcel is lost or damaged in transit.

13. Inspection of returned goods

We will inspect authorised returns after receipt. A refund, credit, replacement or other remedy may be reduced, withheld or refused if:

• The returned goods do not match the approved claim;
• Items are missing, incomplete or substituted;
• The goods have been worn, washed, altered, repaired or reworked;
• The goods have deteriorated because of the buyer's handling or storage;
• The return was sent after the agreed deadline;
• Unauthorised goods have been included; or
• The goods were damaged because they were inadequately packaged.

If the inspection does not support the claim, the buyer will be responsible for the cost of returning the goods to them.

14. Refunds and credit notes

An approved resolution may be issued as a refund to the original payment method, a credit note, replacement stock or a combination of these remedies.

We will confirm the form of resolution during the claims process.

Approved refunds will normally be processed within seven working days after the resolution has been agreed, any required goods have been received, our inspection has been completed and the buyer has provided any information needed to process payment.

Payment providers may take additional time to place refunded funds into the buyer's account. Credit notes are not exchangeable for cash and remain subject to any validity period or conditions stated when issued.

15. International orders

Buyers outside the United Kingdom are responsible for local import requirements and all applicable import VAT, sales taxes, customs duties, brokerage fees, clearance charges and carrier fees.

If the buyer refuses delivery, fails to complete customs clearance or does not pay an import charge, the resulting return will not be treated as our fault.

We may deduct the original delivery cost, return carriage, customs charges, storage, brokerage, handling fees and other reasonable costs from any amount otherwise refundable.

No refund or credit will be considered until the goods have been returned and inspected. The buyer remains responsible for any shortfall.

16. Payment disputes and chargebacks

Buyers should contact us and complete this claims process before starting a chargeback or payment dispute.

We may provide the payment provider with relevant order records, accepted policies, tracking information, delivery evidence, photographs, inspection records and correspondence.

Fraudulent claims, misuse of the returns process or unjustified payment disputes may result in account suspension, cancellation of pending orders or refusal of future service. We may recover reasonable costs where legally permitted.

This section does not prevent a buyer from raising a legitimate payment dispute.

17. Legal rights

Nothing in this policy excludes or limits any liability or remedy that cannot lawfully be excluded or limited.

18. Contact details

All claims and return requests must be sent to hello@reupvintage.co.uk Include the order number and supporting evidence in the initial email wherever possible.

19. Changes to this policy

We may update this policy from time to time. The latest version will be published on our website and will apply from the effective date shown.

The version in force when an order is placed will continue to apply to that order. If you do not accept an updated version, you should stop using our website and must not place any further orders. Continued use of our website after an update takes effect confirms your acceptance of the updated policy for future use and orders.