Depop Protection for buyers

Effective from 3 September 2023

Depop Protection for buyers

With Depop Protection you can shop safely, knowing we’ve got your back in the rare case that something goes wrong, subject to the eligibility criteria and exclusions below.

Depop Protection is available to buyers in the United Kingdom and United States. Read on for full details of the programme, which forms part of our Terms of Service.

This applies to all transactions which take place from 3 September 2023. For any transactions made before this date, please see below. 

What’s eligible for Depop Protection?

If 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.  

You don’t need to pay extra to be eligible. Your full purchase price (including shipping and any applicable taxes/duties) is protected automatically if you qualify for Depop Protection.

All purchase methods are included, so you can shop safely with Depop Payments (Apple/Google pay, card payments, and Klarna) or Paypal. If you pay via Paypal, you’ll first need to claim via Paypal’s Protection Policy, which you can do here.  If your claim is denied by Paypal, you can reach out to us to start your claim with Depop.

How do I get Depop Protection?

If you paid via Depop Payments and your item is lost or damaged in transit, just head to our Dispute Resolution Centre to begin a claim. You can also find a link to this in your purchase receipt.

For items arriving significantly not as described, first check out our detailed policies here. You can start a ‘Not As Described’ claim with us here.

What’s Excluded from Depop Protection?

Items must be purchased in the Depop app, or on the Depop website, using the BUY button - 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.

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 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, nor a guarantee. Depop has sole discretion to decide whether a transaction is granted protection 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. Your legal rights 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

Effective until 3 September 2023

More options, same cover. If you buy through Depop Payments or Klarna, you’re protected. This applies for all transactions made until 3 September 2023. 

You’re covered if:

  • You pay in-app using Depop Payments or Klarna
  • Your purchase is significantly not as described 
  • Your item doesn’t arrive
  • You purchased a bundle but some of it is missing 


The following aren't covered by Buyer Protection:

  • Purchases made without using the BUY button
  • Items that are as described but not as expected 
  • Your item arrived later than expected
  • You change your mind on your purchase


Returning items

If you agree a return with the seller, send the item using tracked shipping. If you do not send your item tracked, you will not be covered by Depop Protection. 

Once the seller receives the item they will refund you.

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