Most reported problems are settled between you and the seller within the first 48 hours. When they’re not, the Preloved Bazaar team steps in. Here’s how that review works and what helps us decide.
When we get involved
After you report a problem, the seller has 48 hours to respond. Your case comes to us for review when:
- The seller doesn’t respond within 48 hours, or
- The seller disagrees with your report and contests it.
We don’t refund automatically just because a seller has gone quiet — a person reviews the case first, which is fairer to both sides.
What we look at
- The original listing — its description, photos, stated condition and measurements.
- The reason you selected and the detail in your “Tell us more” note.
- Any photos you’ve added showing the issue.
- Tracking and delivery information for the order.
- The messages between you and the seller on Preloved Bazaar.
The possible outcomes
- Refunded — if your case is upheld, we arrange a refund to your original payment method (item price, postage and the Preloved Protection fee on a full refund).
- Resolved another way — the seller sends the right item, or you agree an arrangement you’re happy with.
- No refund — if the evidence doesn’t support the claim (for example, the item matches the listing, or the issue isn’t something Preloved Protection covers).
How to help us decide quickly
- Report the problem promptly and describe it clearly.
- Add clear photos as soon as you unwrap the item, and keep the packaging.
- Keep every message on Preloved Bazaar, and reply quickly if we ask you anything.
Because this is a human review, it isn’t instant — but we’ll keep you updated by email at each step.
