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Buyer Protection

Shop with confidence on Vrool

Note: If you purchased an item from a Pro seller and you are not a Pro seller yourself, please refer to Buyer Protection Pro instead.

At Vrool, protecting our users while they shop is a top priority. When you purchase an item using the Buy Now button, your order is covered by Vrool Buyer Protection. This means you may be eligible for a refund if your order does not arrive, arrives damaged, or is significantly different from the seller's description.

What Vrool Buyer Protection Includes

Protection for Your Purchases

Shop with confidence knowing Vrool can assist you if your item does not arrive, arrives damaged during delivery, or is significantly different from the description provided by the seller.

Protection Against Fraud

To help keep transactions secure, Vrool may occasionally request purchase verification checks. These add an extra layer of protection to ensure only authorised transactions go through.

Important: If there is a problem, select "I have an issue" in your conversation with the seller within 3 calendar days after you are notified that the item has been delivered. If no issue is reported within this time frame, or if you select "Everything is OK", the order will be completed and the payment will automatically be released to the seller. The transaction will then no longer be eligible for a refund under Vrool Buyer Protection.
This does not affect any statutory rights you may have when purchasing from a business seller. Buyer Protection is Vrool's own process and runs alongside those rights, not instead of them.

How to File a Claim

  1. Open the conversation with the seller in your Vrool messages.
  2. Select "I have an issue" within 3 days of delivery notification.
  3. Describe the problem and upload photos if the item is damaged or not as described.
  4. Wait for review. Vrool will review the claim and mediate between you and the seller.
  5. Resolution. If the claim is valid, you'll receive a refund to your original payment method.

What's Not Covered

In-Person Cash Transactions

Items paid for in cash outside of Vrool's payment system are not covered.

Direct Bank Transfers

Payments made directly to a seller's bank account bypass Vrool's protection.

Late Claims

Claims filed after the 3-day window has closed are not eligible under Vrool Buyer Protection. If you bought from a business seller, your statutory rights are unaffected.

Change of Mind

Buyer Protection does not cover situations where you simply changed your mind about a purchase.

Need Help with an Order?

If you're having trouble with a purchase, our support team is here to help.

Contact Support
Do you have more questions? Contact us
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