Buyer Protection - How it works

Poppy -

Buyer Protection ensures that your purchase is covered in case of problems, such as:

  • you don’t receive the item
  • the item you receive is significantly not as described. 


In order to be covered by Buyer Protection, you must:

  • purchase the item in-app using the ‘Buy’ button. Read more about it here
  • report the transaction issue within 180 days from the date of purchase

Buyer Protection applies only if all of the conditions above are met. All purchases made outside of Depop are against our Terms of Use and are not covered by Buyer Protection. Also, non-material goods, prohibited items and meet-in-person transactions are not covered by Buyer Protection.

How it works

If your item has not arrived, or if what you received is significantly not as described, you can report the issue to us within 180 days from the date of purchase and we will reply to you with instructions on how to proceed. Please make sure you report the issue as explained in the paragraph 'How to open a dispute' below in order to guarantee a prompt reply.

If PayPal verify that the item was not received or was significantly not as described, you will be entitled to a refund under Buyer Protection. If the item is not as described, PayPal will ask you to return it to the seller before refunding you. If the item is found to be counterfeit, PayPal will ask you to destroy it. Please know that we can only accept tracking codes as valid proof, and that the cost of returning the item cannot be refunded.

How to open a dispute

Open the app and go to Profile > Support > Help > Report a transaction problem > select ‘Purchased Items’ and find the transaction you want to report.
If the item is not shown, it means that the transaction was not made in-app and will not be covered by Buyer Protection. However, please report the issue anyway as we want to investigate any suspicious activity to protect the safety of the Depop Community.

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