Buyer Protection
Every order is backed, from checkout to delivery.
Buying from an independent Vendor you've never met shouldn't feel like a gamble. Vetra Buyer Protection covers every order placed on the platform automatically.
How we protect you
This runs in the background on every single order, you don't have to opt in.
Identity-verified Vendors only
Every Vendor passes ID and business verification before their first listing ever goes live, no anonymous storefronts.
Escrow-backed payments
Your payment is held securely by Vetra, not sent to the Vendor, the moment you check out. It only releases once you've confirmed the order arrived.
Real-time delivery tracking
Pickup, transit, and drop-off are all tracked in one order timeline, so you always know where your order actually is.
Money-back guarantee
Item didn't arrive, arrived damaged, or doesn't match the listing? You're covered for a refund or replacement, see exactly what's covered below.
24/7 dispute support
A dedicated team reviews order issues, refunds, and returns around the clock, not a ticket queue you disappear into.
Verified reviews only
You can only leave a review after a completed purchase, so ratings reflect real orders, not paid-for stars.
Where your money actually goes
The same escrow path, every time, nothing reaches a Vendor until you're satisfied.
You check out
Payment is taken immediately, but it moves into Vetra's escrow, not the Vendor's account.
Order is fulfilled & tracked
The Vendor ships your order, and its pickup, transit, and drop-off are tracked on one timeline you can follow.
You confirm delivery
Once it arrives, you confirm the order. If you don't respond, delivery auto-confirms 48 hours after drop-off is logged, so a Vendor still gets paid for orders that genuinely arrived.
Funds release, or a dispute opens
Confirmed and happy, funds release to the Vendor. Something wrong instead, you report it before that window closes and escrow stays held pending review.
If something goes wrong
Reporting an issue
Contact buyer support with your order ID within 48 hours of delivery, for damaged or incorrect items, include photos. For an order that never arrives, you can report it as soon as it's past the delivery estimate on your order timeline.
As long as escrow hasn't released yet, your funds stay held while we review, you're not racing a payout deadline. Our team opens a case, reaches out to the Vendor for their side (proof of shipment, delivery evidence), and makes a call based on the evidence from both sides.
Approved refunds go back to the card or account you paid with straight away; your bank usually takes 5 to 10 working days to show them. Where it makes more sense, a wrong size, a minor defect, we'll help arrange a replacement or exchange with the Vendor instead.
Covered
Item never arrives · arrives damaged or defective · significantly not as described · unauthorized or duplicate charge.
Not covered
Change of mind after a working, as-described item is delivered · listings explicitly marked non-returnable at checkout · damage caused after delivery · issues reported outside the 48-hour window without a valid reason.
Your payment details
Vetra processes your payment through a secured gateway, Vendors never see or store your card details, and your information is never sold to third parties.