Vrool Buyer Protection Policy (UK)

What Buyer Protection covers

You may be eligible for a refund if:

📦 Item never arrived

Your parcel was not delivered or has been confirmed as lost by the shipping carrier.

🚫 Item significantly not as described

The item is materially different from the seller's listing, including:

• Wrong item received
• Wrong size or colour
• Major stains, tears, holes or damage not mentioned
• Missing parts or accessories
• Counterfeit or fake item
• Bundle missing one or more items

📷 Item arrived damaged

The item was damaged during shipping or packaging and is no longer in the condition advertised. Please provide clear photographs of:

• Packaging
• Shipping label
• Damage to the item

Reporting a problem

Once your order is marked as delivered, you have 3 calendar days to inspect your item and report a problem. Simply select I Have an Issue within your order.

This does not affect any statutory rights you may have when purchasing from a business seller.

What happens next?

When a dispute is opened:

• Seller payment is temporarily held.
• Buyer and seller can communicate through the order chat.
• Both parties may upload photos and evidence.
• If an agreement cannot be reached, Vrool will review the case and make a final decision.

Returning an item

If you and the seller agree on a return, the following applies:

• The buyer must request the return by reporting the issue within the 3-day order-confirmation window.
• The item must be returned within the timeframe provided, in the same condition it was received.
• Tracking must be provided on the return.

💷 Who pays for return postage

The buyer pays for return postage by default. Buyers arrange return postage directly with the seller and cover its cost unless both parties agree otherwise.

• Sharing the cost: the buyer and seller may agree to split return postage 50/50, or the seller may agree to cover some or all of the cost. Confirm the arrangement in the order chat before buying a return label.
• Arranging the return: agree the return address and postage method directly with the seller, and provide tracking once the item has been sent.

Refunds

If your claim is approved, Vrool may:

• Refund the full purchase price.
• Refund the Buyer Protection fee.
• Refund original shipping costs where applicable.

Refunds are processed back to your original payment method.

Claims that are not covered

Buyer Protection does not cover:

• Change of mind.
• Item doesn't fit when correctly described.
• Minor wear clearly shown in photos.
• Colour differences caused by screen settings.
• Damage caused after delivery.
• Failure to collect a parcel from a collection point.
• Issues reported after the 3-day protection period (statutory rights against a business seller are unaffected).

Seller protection

Buyer Protection also protects honest sellers. If evidence shows:

• The item matches the listing.
• Tracking confirms delivery.
• The buyer cannot provide sufficient evidence.

The dispute may be decided in the seller's favour and payment will be released.

Safe shopping tips

• Keep all communication within Vrool.
• Never complete transactions outside the platform.
• Always inspect your item as soon as it arrives.
• Take photographs immediately if there is a problem.
• Report issues within 3 days of delivery.

The Vrool promise

Our goal is to create one of the safest preloved fashion marketplaces. We work to ensure that every transaction is:

So buyers can shop with confidence and sellers can sell with peace of mind.