Refunds & Returns Policy

Last updated: 26 September 2026

Preloved Bazaar is a marketplace for preloved fashion. When you buy, you buy from an individual seller — not from Preloved Bazaar itself. To keep every purchase safe, your payment is protected by Preloved Bazaar Buyer Protection and held securely until your order is complete. This policy explains how refunds and returns work.

Your payment is held safely

When you pay, your money is held securely by Preloved Bazaar — it is not sent straight to the seller. The seller is only paid once a short holding window has passed: payouts are released a set number of working days after the seller adds tracking, so please report any problem as soon as your item arrives.

If your item doesn’t arrive

Seller never ships: if the seller hasn’t added tracking, we remind them, and if the order is still not marked as shipped we cancel it and refund you in full — including postage — after 7 days.
Shipped but not delivered: if tracking shows it was sent but it hasn’t reached you, open an issue from your order and we’ll help resolve it.

If your item isn’t as described

If what arrives is significantly different from the listing — the wrong item, undisclosed damage, a counterfeit, or otherwise materially not as described — open Report a problem from your order. The seller then has 48 hours to respond:

If the seller agrees, you are refunded automatically for the item, postage and the Buyer Protection fee.
If the seller disagrees — or doesn’t respond in time — the case is reviewed by the Preloved Bazaar team, who decide the outcome.

If our team reviews your case, they may ask you to post the item back before a refund. If so, you pay the return postage unless the seller agrees otherwise.

How to start a refund or return

Go to My Purchases and open the order.
Choose Report a problem and tell us what’s wrong.
We’ll guide you and the seller to a resolution, with your payment protected throughout.

Refunds

Approved refunds go back to your original payment method, usually within 5–10 business days depending on your bank, and cover the item price and the original postage.

The Buyer Protection fee

Apart from your first order, each order includes a small Buyer Protection fee that pays for secure payment holding, fraud checks and our resolution service. Your first order is free of the Buyer Protection fee (one first order per person) and is still fully protected. If your order is refunded, the Buyer Protection fee is refunded too — in full when the whole order is refunded, and pro-rata when only part of it is.

Change of mind

Because items are sold by individual sellers, there is no automatic right to return for a change of mind. Some sellers may accept a return — message the seller before buying if you’re unsure. Your statutory rights are not affected.

Your statutory rights

Nothing in this policy removes your legal rights. Most sales on Preloved Bazaar are between private individuals, where consumer-contract cancellation rights differ from buying from a business; our Buyer Protection is designed to give you a fair, safe outcome either way.

Need help?

Email hello@prelovedbazaar.co.uk or visit our Contact page.