Dispute Resolution Policy

Vows 2 Vintage LLC

This Policy explains how we handle disputes between Buyers and Sellers about an order. Disputes between you and Vows2Vintage are handled under Section 20 of the Terms of Service.

1. Scope

This Policy covers disputes between a Buyer and a Seller about an order, including whether an item was delivered, whether it matched the Listing, whether it is authentic, and whether a refund or return is owed.

We are not a party to the sale and we are not a court. We review claims and decide how the payment we are holding should be applied, based on the evidence submitted and our published policies. Our decision resolves how we release or refund the funds we hold. It does not decide the legal rights of the Buyer and the Seller against each other, and it does not prevent either of them from pursuing those rights elsewhere.

2. The Process

We hold the payment for the order while a claim or an appeal is open.

3. Talk to Each Other First

Most problems are solved in a message. Before opening a claim, message the other party through the platform and explain the issue calmly. Many Sellers will offer a partial refund or a solution straight away. Keep the conversation on the platform so there is a record.

4. Evidence

4.1 What Buyers should provide

• Close-up photographs of the problem
• A photograph of the whole item
• Photographs of the brand label, size tag, and care tag
• Photographs of the packaging as it arrived and of the shipping label
• Measurements, taken with a tape measure with the item laid flat, where the dispute is about a stated measurement
• A clear written description of what is wrong and how it differs from the Listing
• Any messages with the Seller, including what the Seller said about the item before you bought

4.2 What Sellers should provide

• Photographs taken before shipment
• Photographs of the item packed
• The carrier's drop-off receipt
• Proof of authenticity, such as a receipt, certificate, or original purchase record
• Any messages exchanged with the Buyer

4.3 How we weigh it

We compare the item with the copy of the Listing we kept at the time of purchase, including its photographs, description, and measurements, and with what the Seller told the Buyer in messages before the sale. Later edits to the Listing do not change that comparison.

We weigh contemporaneous photographs and carrier records most heavily, then platform messages, then written statements. Evidence created after a claim is opened carries less weight than evidence created before. A party who does not respond by the deadline is decided against on the point in question.

5. How We Decide

We apply the Refund, Return and Buyer Protection Policy. We ask three questions:

(1) Did the Buyer open the claim within the inspection period and provide the required evidence?

(2) Does the issue qualify under Section 3 of the Refund, Return and Buyer Protection Policy, including its rules on measurements, photographs, designer statements, and messages?

(3) Does the evidence show, more likely than not, that the qualifying issue occurred?

If all three are yes, the claim is approved. If any is no, the claim is declined and the payment is released to the Seller.

Where the evidence is genuinely balanced, we may propose a partial refund or split. Neither party has to accept it.

6. Counterfeit Claims

Counterfeit claims are treated seriously and reviewed separately. We may ask the Buyer for detailed photographs of labels, stitching, hardware, and serial numbers, and may ask the Seller for proof of purchase or authenticity. Where we determine an item is counterfeit:

• the Buyer receives a full refund;
• the item is not returned to the Seller and must be surrendered to us or destroyed on our instruction;
• the Seller's account is suspended or terminated; and
• we may notify the rights holder and, where appropriate, law enforcement.

7. Stolen Goods Claims

Reports that an item is stolen are handled under the Stolen Goods Policy, not this Policy. We remove the Listing, hold the funds, and contact law enforcement where required.

8. Written Decisions

Every decision is given to both parties in writing and states the outcome, the reason, the policy provision applied, what happens next, and how to appeal.

9. Appeals

Either party may appeal within 30 days by writing to help@vows2vintage.com. Say what you disagree with and include any evidence that was not previously provided. A reviewer who did not make the original decision will consider the appeal and respond in writing. An appeal decision is our final decision at the platform level.

We hold the payment for the order while an appeal is open. If an appeal reverses a decision after the Seller has been paid, the Seller must repay the amount, as the Seller Agreement provides.

10. If You Are Still Not Satisfied

Our claim process is a service, not a substitute for your legal rights. If you remain dissatisfied:

• you may pursue the other party directly, including in small claims court;
• you may contact your payment provider, though we ask that you use our process first; and
• for a dispute with Vows2Vintage rather than with the other party, Section 20 of the Terms of Service applies.

11. Conduct During a Dispute

Treat the other party and our staff with courtesy. Harassment, threats, abusive language, and attempts to pressure the other party through public comments or off-platform contact are violations of the Terms of Service and may result in the claim being decided against you and your account being restricted.

Contact Information

• Company: Vows 2 Vintage LLC
• Address: 25422 Trabuco Road, STE 105-356, Lake Forest, CA 92630
• General and legal notices: hello@vows2vintage.com
• Buyer and seller support: help@vows2vintage.com
• Telephone: (949) 627-8692