Depop Protection for buyers
With Depop Protection, you can shop safely, knowing we’ve got your back if your item doesn’t arrive, arrives damaged, or is significantly not as described, subject to the eligibility criteria and exclusions below.
Depop Protection is available to buyers in the UK, US and Australia. It does not replace your rights or remedies or sellers’ obligations under local consumer laws, which remain intact. Read on for full details of the programme, which forms part of our Terms of Service.
What’s eligible for Depop Protection?
If you purchased an item through the Depop app or website, paid via Depop Payments (card, Apple Pay, Google Pay or Klarna) and checked out on Depop and your item doesn’t arrive, arrives damaged, or is significantly not as described, you’ll get a full refund if you report the issue to us within 30 days of the date of purchase.
Your full purchase price (including shipping, fees and any applicable taxes/duties) is protected if you qualify for Depop Protection.
How to claim
If your item is lost or damaged in transit, you can raise an issue in the app, and we'll look into it for you. You can find a link to this in your purchase receipt.
For items arriving significantly not as described, first check out our criteria for what qualifies here and the process for submitting a claim here. You can start a ‘Significantly Not As Described’ claim with us here.
What’s excluded from Depop Protection?
You won’t be eligible if you pay via a direct money transfer outside of the Depop app or website, including PayPal or Venmo, or a bank transfer. You also won’t be eligible if you agree to meet your seller in person to transact.
If your claim is for a lost item, we can’t guarantee a refund if the tracked shipping shows as delivered to your address so make sure you check with neighbours if you can’t find your item. If you’re having issues with missing parcels, we recommend taking steps to protect from theft.
If your claim is for a damaged or significantly not as described item, you must keep hold of the item throughout the claim process; we can’t guarantee any refunds for items that have been disposed of.
Depop Protection is not insurance
Heads up: Depop Protection is not an insurance policy, a warranty, or a guarantee. Depop has sole discretion to decide whether a transaction is granted protection (including up to what amount) under Depop Protection and we reserve the right to change, suspend, or discontinue the programme at any time, for any reason, and we will not be liable to you for the effect that any changes to the programme may have on you. You have no legal claim under the programme.
In the event Depop does not refund the buyer, this will not affect the buyer's right to make claims against the seller’s shop. Our Terms of Service (including this policy and its benefits) are in addition to (and do not limit or conflict with) your rights and remedies under local consumer law, which remain intact.
Sellers can refund a buyer at any time through the Depop app under shop settings > sold items.
You can read about Depop Protection for sellers here.