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Kidora Fee & Buyer Protection Policy

Every eligible purchase made using the Buy Now button includes a mandatory Kidora Fee. Buyer Protection is included as part of the service provided with that fee; there is no separate Buyer Protection charge.

The Kidora Fee is calculated as 5% of the item price + £0.70. It supports services connected with Kidora transactions, including secure payment support, transaction administration, issue and dispute handling, refund assistance, customer support and ongoing marketplace safety and improvements.

This policy applies to purchases from both standard sellers and Pro sellers. Pro sellers can be identified by the Pro label shown on their profile and listings. Buyers purchasing from Pro sellers may also have statutory consumer rights which apply independently of the Kidora Fee and Buyer Protection.

1. Buyer Protection

Buyer Protection helps support eligible purchases where:

  • Your order was never shipped or is lost.
  • Your item arrives damaged.
  • Your item is significantly not as described.

Purchases from standard sellers do not generally include a change-of-mind return right. Purchases from Pro sellers may have additional statutory cancellation, return and faulty-goods rights. Please see our Refund Policy for the rules that apply to each seller type.

2. Reporting an issue

Standard seller purchases

You’ll have 2 days from delivery to report an issue. If the item has not arrived, you should report this within 7 days from the order date or expected delivery timeframe, depending on the circumstances of the order.

We encourage you to contact the seller first through "My Orders" > "Bought" using the message seller option next to the order to try to resolve the issue directly.

Pro seller purchases

Buyer Protection also applies to eligible Pro seller orders. In addition, purchases from Pro sellers may benefit from statutory consumer rights, including cancellation and withdrawal rights and separate remedies where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

For most online Pro seller purchases, the statutory right to cancel normally lasts 14 calendar days from the day after delivery, unless a legal exception applies. Faulty or non-conforming goods may be subject to separate statutory remedies, including the short-term right to reject which normally lasts 30 days.

For full return, cancellation and refund rules, see our Refund Policy and guidance on the buyer’s right of withdrawal.

3. What is significantly not as described (SNAD)?

An item may be considered significantly not as described (SNAD) where it differs materially from the details or images shown in the listing.

Examples of what may qualify as SNAD:
  • The wrong item was sent.
  • The item is a different size, colour or material from the listing in a significant way.
  • Important parts or accessories are missing and this was not made clear in the listing.
  • A bundle is incomplete.
  • The item has undisclosed damage or defects, such as stains, tears, breakage or other significant faults.
  • The primary material is incorrect or misrepresented.
  • The item is fake or counterfeit.
  • The item does not function as described, for example electronics that do not power on, accessories that will not pair, or broken buttons.
What does not usually count as SNAD:
  • You simply do not like the item or it does not suit you.
  • The item does not fit where the listing itself accurately stated the size or measurements.
  • Minor differences that do not materially affect the item’s function, condition or appearance.

4. What may be refunded

Where a full refund is approved under Buyer Protection because an order did not arrive, arrived damaged, or was significantly not as described, the refund may include:

  • the item price;
  • the Kidora Fee; and
  • the original delivery charge, where applicable under the circumstances of the refund or required by law.

For bundle purchases where only part of a bundle is refunded, any refund of the Kidora Fee will normally be calculated proportionally based on 5% of the refunded item or items. The fixed £0.70 part of the Kidora Fee is generally non-refundable where part of a bundle is kept.

Where a partial refund is agreed and the buyer keeps the item, a proportional part of the Kidora Fee may also be refunded where applicable. Partial refunds do not normally include shipping.

For Pro seller purchases, statutory cancellation or faulty-goods rights may result in different refund entitlements. See our Refund Policy.

5. Secure payments

  • Payments are processed through our payment partner using encrypted systems designed to protect payment information.
  • Sellers do not see the buyer’s full payment details.
  • Seller payout remains pending with the payment provider during the applicable transaction and issue period.
  • If an eligible issue, cancellation, return or refund is reported in time, seller payout may remain pending until the matter is resolved.

6. Support from Kidora

Kidora can help facilitate communication, review eligible issues and support the return and refund process where appropriate.

If you still need help after contacting the seller, visit our Contact Us page to email us or start a live chat.

7. Important information for Pro seller purchases

Important: Buyer Protection does not replace or reduce any statutory consumer rights that apply when you buy from a Pro seller. Those rights exist independently of the Kidora Fee.

Pro seller purchases must be completed using the Buy Now button to use Kidora’s transaction process and Buyer Protection. For more information about cancellations, returns and refunds, see our Refund Policy.

8. The Kidora Fee

The Kidora Fee is mandatory on eligible Buy Now purchases and is automatically included in the transaction price shown by Kidora. It is calculated as 5% of the item price + £0.70.

The Kidora Fee supports the services Kidora provides around a transaction, including:

  • secure payment support;
  • transaction administration;
  • issue and dispute handling;
  • refund assistance;
  • customer support; and
  • ongoing marketplace safety, operation and improvements.

Buyer Protection is included as part of the Kidora Fee. There is no separate charge for Buyer Protection.

The Kidora Fee is not an insurance premium and Buyer Protection is not insurance.

9. Changes to This Policy

We may update this policy from time to time to reflect changes in our services, legal requirements or operational processes. The version that applies to a transaction is the version in effect when the relevant transaction was made, unless applicable law requires otherwise.

Last updated: 27 August 2026.