Once the product is received, the buyer has 48 hours to check its condition. After this time, if no complaint is made, the seller will receive the transaction amount in his wallet.
If the product received is not as agreed, the buyer can open a dispute via chat with the seller.
The seller will receive information about the buyer's dispute as soon as it is opened. He will have the option to accept it or to dispute it. If the seller accepts the dispute, a return code will be generated for the buyer to return the product.
If the seller does not accept the return, you can report it to Wallapop. Our representatives will review the case and make a decision taking into account our Return Policy. Please note that we may contact you if we need more information about what happened. In this case, please remember that if you do not send the information requested by Wallapop for the dispute analysis within the indicated period (48 hours), the dispute will be rejected.
If the return is finally accepted by the seller or Wallapop, the buyer will receive a return code.
In case of domestic shipments (PT-PT), the buyer must deliver the product to a post of CTT within 5 calendar days. If the order is not delivered within this period, the dispute will be cancelled and the seller will be paid.
For international shipments (PT-ES), the buyer must deliver the package to a DPD post within 5 calendar days. If he fails to deliver the package within this period, the dispute will be cancelled and the seller will be paid.
The buyer must pack the products correctly to avoid damage in shipping. For more information on how to pack products correctly, please see: Tips for good packaging.
After the seller receives the returned product, we will execute the refund authorization. The buyer will receive their money back within 3-10 business days, depending on the payment method.
In case of a return, Wallapop bears the cost of return shipping.
If the dispute is rejected by Wallapop, payment will automatically be made to the seller's wallet. If you don't have a wallet yet, please update the app.
To get information about the status of your dispute, please contact us using the button below.