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.
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.
- Tracking confirms the item was delivered to your address.
- The issue described isn’t something Preloved Protection covers.
Pre-loved items are second-hand by nature, so normal, honestly-described signs of previous wear aren’t grounds for a refund on their own.
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”.