PramTraders

Refunds & Returns Policy

Last updated: 27 February 2026

PramTraders is a peer-to-peer (C2C) marketplace where individuals buy and sell pre-owned baby and toddler items directly with each other. PramTraders is not the seller of items listed on the platform. Because of this, refunds and returns are handled differently from traditional online shops.

1. Change of Mind

Refunds are not available if a buyer:

  • Changes their mind
  • No longer wants the item
  • Finds it cheaper elsewhere
  • Does not like the item after delivery
  • Ordered by mistake

All listings are final unless the item is significantly not as described.

2. When a Refund May Be Issued

A refund may only be considered if the item is significantly not as described. This includes cases where:

  • The wrong item was sent
  • The item is damaged and the damage was not disclosed
  • Essential parts are missing and were shown or claimed in the listing
  • The item materially differs from the description or photos

The following do not qualify for a refund:

  • Minor wear consistent with a used item
  • Size, colour, or model differences clearly shown in photos or description
  • Fit issues
  • Buyer expectations not matching the listing

3. Dispute Time Limit

Buyers must raise a dispute within 48 hours of confirmed delivery. Disputes raised after this period may not be accepted.

If the buyer confirms receipt by clicking “I’ve received my order”, the transaction is considered complete and funds are released to the seller.

4. How to Raise a Dispute

If there is an issue with an order, the buyer must:

  1. Open the order page
  2. Click “Dispute order”
  3. Provide clear details and evidence (photos and/or messages)

All disputes are reviewed based on the listing, messages, and evidence provided.

5. Returns & Shipping Costs

  • If a dispute is approved, the buyer may be required to return the item before a refund is issued.
  • Return shipping costs are normally paid by the buyer.
  • If the seller is clearly at fault due to misrepresentation, PramTraders may require the seller to cover return shipping.
  • Items must be returned in the condition they were received.

6. Refund Processing

  • Refunds are processed through the original payment method.
  • Refunds can only be issued while the payment is held by PramTraders. Once funds are released to the seller, refunds are no longer possible through the platform.
  • Processing times depend on the payment provider and bank.

7. Seller Protection

Sellers are protected against:

  • False or abusive refund claims
  • Claims based on information clearly shown in the listing
  • Claims raised outside the dispute window

PramTraders may take action against users who abuse the dispute or refund system.

8. Final Decisions

PramTraders may review disputes to ensure fairness and platform safety. All decisions are made based on available evidence and platform rules.

9. Contact

For questions about refunds or disputes, contact us at: info@pramtraders.co.uk or use our Contact page.