When a Depop buyer asks for a refund, open the sold order, check the reason and save the listing evidence. If a case is open, respond there before its deadline. A fit preference, an undisclosed hole and a parcel that never arrived need different responses.
When a refund is appropriate, use the original order’s refund process. Confirm any required return before the buyer posts, or record an agreed partial refund if they are keeping the item. A “no returns” shop policy does not override Depop’s claim process or applicable Australian consumer rights.
Start with the reason for the request
Save the listing as sold, including photographs, measurements and condition notes. Then compare the buyer’s explanation with that record.
| Buyer says | Check | Next step |
|---|---|---|
| “It does not fit me” | Tagged size, measurements and any alterations in the listing | Establish whether the description was wrong or the buyer wants a change-of-mind return. |
| “You sent a size 8 instead of the advertised 12” | Received label, sold listing and packing record | Address the description or packing error through the order or case. |
| “There is a hole that was not shown” | Close-up of the hole and a wider view of its location | Compare with the listing and respond with the relevant evidence. |
| “One piece is missing” | Bundle contents and packing notes | Identify the missing piece and agree a resolution through Depop. |
| “Nothing arrived” | Receipt address, tracking and delivery evidence | Investigate the parcel’s status; do not ask for a return of an item that never arrived. |
A fit complaint can still reveal a description error. A correctly tagged size does not settle the issue if, for example, the listing gave incorrect measurements or omitted an alteration.
Depop’s not-as-described criteria include missing bundle items and substantial undisclosed damage. If the facts are disputed, provide your evidence in the case for assessment.
Australian business sales and private sales
The ACCC explains that online businesses have the same consumer responsibilities as physical businesses. If you run a resale business, your platform account does not replace those responsibilities.
For a genuine one-off private sale, most consumer guarantees do not apply, although guarantees about title, undisturbed possession and hidden debts remain. That is different from saying private sales have no obligations or platform protection.
The ACCC’s refund guidance also separates change of mind from a problem with the goods. A business generally need not provide a change-of-mind remedy, but must follow its own change-of-mind policy. Applicable rights for faulty or misdescribed goods cannot be removed by a blanket “no refunds” statement.
The remedy also depends on the problem. For a major product problem, the consumer can choose a refund or replacement. For a minor problem, a business generally has the opportunity to fix it for free; further remedies apply if it cannot or will not do so within a reasonable time. Do not assume every fault requires the same outcome, or that offering a small discount settles every claim.
Whether you are running a business depends on your activity, not simply the name you give your shop. Our ABN and business-status guide provides official starting points. This article is general Australian information; the remedy for a particular dispute depends on its facts.
Keep the platform deadline separate
The current buyer protection policy includes Australia and requires eligible problems to be reported within 30 days of purchase. It addresses non-arrival, transit damage and significant differences from the listing, subject to its conditions.
That reporting window does not impose a universal 30-day limit on Australian consumer rights. Depop expressly preserves applicable local rights. Likewise, the seller protection programme for qualifying transit losses is not a general defence against every description complaint; see the separate seller guide.
Ask the buyer to keep the item while the issue is assessed, and retain your listing, messages and postage records.
Respond with evidence and a clear next step
An effective first reply acknowledges the issue and asks for the evidence needed to assess it. Keep the discussion in the order or Depop case so both the agreement and supporting photographs are recorded together.
For an alleged undisclosed flaw, an example reply is:
Thanks for letting me know. Please send a clear photo of the issue and one showing where it is on the item. I’ll compare it with the original listing. If you have opened a Depop case, I’ll respond there as well.
For a possible fit preference:
Thanks for explaining. Could you confirm whether the tagged size differs from the listing, or whether the item is the stated size but the fit is unsuitable? That will help me check the right next step.
Adapt the reply to the actual problem. If you can already see that you sent the wrong item, acknowledge the error rather than asking the buyer to prove it again.
Depop’s not-as-described process gives sellers 48 hours to respond after an issue is raised. Follow the deadline in the case and provide the requested material promptly. Do not assume an unanswered case waits until your next packing day.
Choose a return or an agreed partial refund
A partial refund means the buyer keeps the item and both parties agree how much is refunded. For example, if an undisclosed missing button is identified and the buyer agrees to keep the shirt for an A$6 refund, record that agreement and use the order’s partial-refund control. The amount is an illustration, not a standard remedy for a missing button.
A full refund with a return needs clear return instructions. Confirm the address, which item or bundle pieces are included, who arranges postage and what happens next. Do not promise a separate refund while a case is deciding the return process.
For returns arranged through Depop’s not-as-described process, the buyer must send within seven days of arranging the return, use tracking and keep the receipt. Depop’s process says it checks the return’s arrival before processing the refund. Follow the instructions in the actual case.
How to issue a refund in the app
For a Depop Payments order, use the official app refund routes:
| Device | Refund route |
|---|---|
| iPhone | My Depop → Sold → order → Manage your sale → Refund sale |
| Android | Selling Hub → Sold items → order → Refund sale |
Check the order and full or agreed partial amount before confirming. Depop says you need a linked top-up card: the refund uses your available Depop Balance, or the card if that balance is insufficient, and goes back to the buyer’s original payment method.
Afterwards, check that the refund appears on the order and keep that record with the agreement. For an open case, follow any remaining instructions rather than assuming a separate message closes it.
Confirm who pays return postage
Check the postage arrangement before the buyer buys a return label. Depop’s generic return page quotes a dollar allowance without identifying an Australian currency amount. An AUD allowance is not confirmed in that guidance, so ask Depop to confirm the amount and process for the actual case.
Separately, the ACCC says a business that confirms a product problem must reimburse reasonable return costs already paid by the consumer. A platform allowance does not limit an applicable consumer-law obligation.
If a refund affects later transfers, the payout guide explains negative balances and pending payments. Keep that bookkeeping question separate from resolving the buyer’s problem.
Frequently asked questions
Does writing no returns stop a Depop claim?
No. A shop statement does not replace Depop’s claim process or remove applicable Australian consumer rights. First identify the problem and whether you are selling privately or as a business.
How do I refund a Depop buyer?
For Depop Payments, open the sold order in the app and select Refund sale. On iOS it sits under Manage your sale; on Android open Selling Hub and Sold items. Confirm the correct order and refund amount.
Does Depop’s 30-day reporting window limit Australian consumer rights?
No. It is a reporting condition for Depop’s buyer protection programme, not a universal deadline for rights under Australian Consumer Law. The platform policy expressly preserves applicable local rights.
Sources and review date
Checked 18 October 2026 against the official Depop and ACCC pages linked above. The replies and A$6 example are illustrative. For a particular dispute, use the case instructions and consider the Australian consumer rights that apply to the sale.