Gumtree automatically includes Buyer Protection when you purchase an item using the “Buy Now” button. Buyer Protection helps safeguard eligible purchases by providing buyers access to Gumtree’s dispute resolution process and, where applicable, a refund.
To be eligible, buyers must complete checkout and pay through Gumtree’s payment service provider, Mangopay.
What’s covered
Buyer Protection may apply if the item:
- Does not arrive (or is not made available for collection at the selected Store or Locker).
- Is Significantly Not as Described (SNAD) compared with the listing description or photos (for example: wrong item received, counterfeit item, or undisclosed major damage).
- Is damaged during transit, where sufficient evidence of the damage is provided.
Please note: An Item Not Received claim cannot be made if the parcel tracking confirms the item is Ready for Collection at the Store or Locker selected by the buyer.
What Buyer Protection Includes
Buyer Protection provides:
- Secure payment processing, with funds held until the Buyer Protection period has ended.
- Access to Gumtree Customer Support to investigate and resolve eligible disputes.
- Ongoing fraud prevention and transaction risk monitoring.
Buyer Protection Fee
The Buyer Protection fee is applied during checkout and consists of:
- A fixed fee of £0.70, plus
- A variable fee between 5% and 10% of the item price, depending on the item’s value and category.
How to Report an Issue
If you experience an issue with your order, you must report it through the “My Orders” section within 48 hours of confirmed delivery.
To help us investigate your claim, you may be asked to provide supporting evidence, including photographs, videos, or any other information relevant to the issue.
Completion of the Transaction
If no issue is reported within 48 hours of confirmed delivery, the order will be considered accepted by the buyer, and:
- Buyer Protection for that order will end.
- Payment will be released to the seller.
- The transaction will be treated as completed and fulfilled.
What is Not Covered
Buyer Protection does not cover:
- Buyer remorse or change of mind.
- Minor cosmetic imperfections that were accurately described or visible in the listing.
- Issues reported after the Buyer Protection period has expired.
- Claims where the buyer cannot provide reasonable evidence to support the reported issue.
