Preloved Protection is there to cover you when something genuinely goes wrong. That said, not every situation ends in a refund — and that’s only fair to sellers too. Here’s when a refund might not be the outcome.
It’s a change of mind, not a problem
Preloved Protection covers items that don’t arrive or don’t match their listing — it isn’t a free-returns or “changed my mind” policy. Because this is a marketplace of individual sellers, there’s no general right to return an accurately described item simply because you’ve had second thoughts. Read the full listing, including condition and measurements, before you buy.
The seller has already resolved it
If the seller sorts the problem out another way — for example by sending the right item, fixing a mix-up, or coming to an arrangement you’re happy with — a separate refund usually won’t be needed, because the issue is already resolved.
The claim isn’t supported
If we look into a reported problem and the evidence doesn’t support it, we may decide not to refund. For example:
- The item matches the listing’s description, photos and stated condition.
- Normal, honestly described signs of previous wear — preloved items are second-hand by nature, so these aren’t grounds for a refund on their own.
- Tracking confirms the item was delivered to your address.
- The issue described isn’t something Preloved Protection covers.
The purchase wasn’t made on Preloved Bazaar
Protection only applies to orders placed and paid for on Preloved Bazaar. If payment or arrangements happened off-platform, we can’t protect the purchase — another reason to always keep buying and messaging here.
Give yourself the best chance
- Read the full listing, including condition and measurements, before you buy.
- Take clear photos as soon as your item arrives if something looks off.
- Report any problem promptly and explain it clearly in “Tell us more”.
