Buyers can raise issues within 48 hours of tracking confirming the parcel has been delivered. Any issues raised after this may not be eligible for resolution.
For significantly not as described (SNAD) claims, buyers must provide clear evidence such as photos, videos or a detailed description showing how the item differs from the Ad. This will be looked into by Customer Support and sellers may be contacted as part of this investigation.
If this claim is valid, sellers are responsible for:
- Accepting a return
- Covering return postage costs (Gumtree will provide a return label)
- Issuing a full refund to the buyer.
In the case of buyers changing their mind, orders can only be cancelled up to 2 hours after successfully completing payment, if the seller hasn’t already sent the item. After this time, order cancellations are not possible.
Once the item is delivered, unless the item has been deemed SNAD, sellers are not obligated to offer a return under The Consumer Contracts Regulation 2013.
