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🛡️ Buyer Protection

Vrool Buyer Protection Policy (UK)

Shop with confidence on Vrool. Our Buyer Protection service helps ensure that every purchase is secure. If something goes wrong with your order, we'll help resolve the issue fairly.

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
Normal wear, minor imperfections or personal preference are not covered if accurately described.

📷 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.

Important: If no issue is reported within 3 days, the order will automatically be completed and payment will 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.

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.
Prefer not to pay return postage? If the seller declines to help, you can instead:
  • Negotiate a partial refund and keep the item.
  • Keep the item and leave an honest review.
  • Relist and resell the item yourself on Vrool.
This does not affect any statutory rights you may have when purchasing from a business seller — those run alongside this policy, not instead of it.

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:

✅ Fair ✅ Secure ✅ Transparent ✅ Protected

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

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