Once you’ve reported a problem with an order, here’s how it’s handled — and what you can expect at each stage.
The seller is notified
Your report goes straight to the seller, who has 48 hours to respond. We’ll email you to let you know it’s been sent, and again when there’s an update. During this time, the seller can reply to explain, offer to resolve things, or accept that a refund is due.
If the seller responds
Many issues are sorted quickly at this stage. The seller might offer a resolution, share information that clears things up, or agree to a refund. If they accept the problem, your refund is arranged.
If the seller doesn’t respond, or contests it
If the 48 hours pass with no reply — or the seller disagrees with your report — the case is escalated to the Preloved Bazaar team. We review the details and any evidence from both sides and decide a fair outcome. This is a human decision, so it isn’t instant. If your case is upheld, we arrange the refund back to your original payment method.
What you can do to help
- Keep all messages with the seller on Preloved Bazaar.
- Hold on to any photos and the packaging until your case is resolved.
- Respond promptly if we or the seller ask you anything.
Whatever the outcome, you’re covered by Preloved Protection — we won’t leave you out of pocket on a problem that’s genuinely the seller’s fault.
