Last Update: September, 2023
Wallapop is an application which acts as an intermediary between the seller and the buyer. Wallapop does not own any of the items for sale or sold through its platform and is not party to the sale, which is carried out exclusively between buyers and sellers. Wallapop does not review or validate the products which users offer through the service. As such, Wallapop will not be responsible, directly or indirectly, or, alternatively, for damages of any nature derived from the use or purchase of the contents and services by users and/or third parties through the service, nor will it be responsible for the lack of legality, reliability, usefulness, truthfulness, accuracy, thoroughness and current applicability thereof.
Generally speaking, products purchased through the Wallapop application cannot be returned, except in cases where it is agreed between seller and buyer. In general, the right of withdrawal does not apply to transactions made through the Wallapop application, except in cases where the law expressly recognises it, in which case, said right must be asserted directly by the buyer to the seller, with Wallapop being in no case responsible for any breach by the seller.
Wallapop will only refund the cost once a dispute has been resolved through the Wallapop mediation channel. Please note that you must retain the original packaging in order to make a claim.
When deciding the resolution of the dispute, Wallapop will take into account any additional information that the seller has provided to the buyer about the product.
The following cases are excluded from our returns policy:
- Voluntary withdrawal/return. That is, when the product received corresponds to the detailed information in the ad (considering title, description, pictures and what was agreed between seller and buyer) but you do not want to keep it.
- Products not allowed on Wallapop (click on the link to know all the products not allowed).
- Products whose content or performance we cannot verify. Remember that Wallapop is a platform for selling second-hand products, being difficult to check the content or condition of some of them. This includes, among others, unsealed products containing liquids or products whose performance may be affected/impaired due to the product's own useful life.
- Products advertised as faulty or specifically advertised for parts.
- Differences in color between the product received and the one shown in the advertisement, as long as such color is not evident in the images or in the product description.
- Products that present stains, dirt, evident marks of use that can be verified in the images or description of the product, or that give off bad smells.
- Discrepancies of measures in clothing and footwear, when the size of the product received corresponds to the one described in the advertisement.
- Products in good condition and proper functioning, even if the product box itself is damaged.
- Products manipulated by the buyer once they have been received. This includes actions such as repairing, washing, manipulating internal components...
- Ads whose photos do not allow to see the real state of the product. This includes ads with photos from the Internet, third parties, catalogs...
- Non-original products or products whose authenticity cannot be proven, as long as it can be demonstrated that the buyer is aware of the non-authenticity.
The buyer has 48 hours from the time the package is updated as “Delivered” in the application to open a dispute or contact Wallapop providing the necessary evidence for the management of a claim. In the event that Wallapop requires additional information, a new period of 48 hours is established from said request from Wallapop for the user to submit the additional evidence that Wallapop requires and which may not be extended in the event of no response from the user.