Depop is a marketplace for buying and selling unique fashion, and its refund system is structured to protect transactions made directly on the platform. The ability to secure a refund is governed by the Depop Buyer Protection policy, which establishes the necessary conditions for a claim. Understanding this policy is essential, as the refund process depends entirely on meeting these specific eligibility criteria.
Understanding Depop’s Buyer Protection
Depop’s protection policy acts as a safety net, automatically covering transactions where items are paid for using the in-app “Buy” button. This coverage applies if an item never arrives, arrives damaged, or is significantly not as described in the listing. Discrepancies include receiving the wrong color, size, or style, or discovering major undisclosed flaws, such as severe damage or a counterfeit product.
Buyers must report the issue within 30 days of the purchase date to be eligible for protection. Purchases made outside of the Depop app, such as through direct bank transfers or cash meetups, are explicitly excluded from this protection. The policy also does not cover issues related to personal preference, such as an item not fitting or a simple change of mind, unless the seller has voluntarily offered a return option.
The Critical Role of Payment Methods
The method a buyer uses to pay for an item determines the venue for resolving a refund dispute. Depop supports two primary payment systems, each dictating a distinct path for dispute resolution and fund recovery. Knowing which system was used is important for both buyers seeking a resolution and sellers managing a claim.
Depop Payments
When a buyer uses Depop Payments (including card payments, Apple Pay, Google Pay, and Klarna), the transaction is processed through a third-party service like Stripe within the Depop ecosystem. Any dispute or refund request is managed primarily through Depop’s in-app Resolution Center. The seller processes the refund directly, drawing funds from their available Depop balance or their linked top-up card if the balance is insufficient. This centralized approach means Depop is the sole adjudicator for the claim, mediating communication and making the final decision.
PayPal
If a buyer pays using PayPal, they gain an additional layer of consumer protection through PayPal’s Purchase Protection program. While the buyer should first attempt to resolve the issue through the seller and Depop, they retain the option to file a formal dispute through the PayPal Resolution Center. This alternative pathway is beneficial if a seller is unresponsive or if the Depop resolution fails to satisfy the claim. For sellers, PayPal-funded transactions require managing the dispute and issuing the refund directly through their PayPal account, rather than Depop’s in-app system.
Step-by-Step Guide for Buyers to Request a Refund
Initiating a refund begins with direct communication, as buyers should first message the seller to explain the issue and attempt a resolution. If the seller is unresponsive or unwilling to cooperate within a reasonable time, the buyer needs to escalate the matter through the appropriate formal channel. The chosen channel depends on the original payment method, which determines whether the process continues within Depop or transitions to PayPal.
For Depop Payments transactions, the buyer must open an issue directly in the in-app Resolution Center, typically found within the purchase details. This action formally alerts Depop to the dispute, and the buyer will be prompted to provide evidence supporting their claim. The buyer must provide clear, detailed photographs of the item’s damage or discrepancy, along with a written description of how the item violates the “not as described” policy. If a refund is approved and a return is required, the buyer must send the item back using tracked shipping within seven days of the agreement and provide the tracking number to Depop.
What Happens When a Seller Receives a Refund Request
When a seller is notified of a refund request, prompt action is required to manage the situation and protect their account. The seller must respond to the buyer’s initial communication or the formal dispute within a short timeframe, often 48 hours for Depop-mediated cases. If the claim involves an item not received, the seller must provide valid proof of postage and tracking information to demonstrate shipment.
If the claim is for an item significantly not as described, the seller must review the evidence provided by the buyer against the original listing details. For a valid claim, the seller is obligated to issue a full refund, including original shipping costs, once they have received the returned item and confirmed its condition.
Timelines for Resolution and Receiving Funds
The duration of the refund process depends on how quickly the buyer and seller communicate and whether the case requires platform intervention. Once a buyer raises an issue, the seller typically has a window of 48 hours to respond directly before the buyer can escalate the matter to Depop for review. If the case is escalated, Depop or PayPal will conduct an investigation, which can vary in length, especially if documentation or returns are involved.
Once a refund is formally issued by the seller or the platform, the time it takes for the money to reach the buyer’s account depends on the original payment method and the buyer’s bank. Refunds processed through PayPal may be reflected in the PayPal balance within 24 hours or less. For payments made via credit card or bank transfer through Depop Payments, the return of funds generally takes 5 to 10 business days to appear in the buyer’s bank account.