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Pro Buyer Protection Policy

Note: If you buy from a standard seller, standard Buyer Protection Policy applies instead. You may also wish to review our Refund Policy.

When you buy from a Pro seller on Kidora using the Buy now button, your order is covered by Pro Buyer Protection. Pro sellers can be identified by the Pro label shown on their profile and listings.

Pro Buyer Protection helps support safer payments, refund assistance, and buyer support throughout your order. It also works alongside any legal rights you may have when buying from a Pro seller, including the buyer’s right of withdrawal where applicable. Please also see our Pro Refund Policy and Terms of Service.

1. Protection for your purchase

Your payment is held securely while the transaction is in progress. Funds are only released once the applicable Pro refund or issue period has ended, or once any reported issue has been resolved.

This helps protect you if:

  • Your order does not arrive.
  • Your item arrives damaged.
  • Your item is significantly not as described.

If an issue is reported in time, payment will remain on hold while the matter is reviewed. For related refund rules, please see our Pro Refund Policy.

2. Refund assistance and return rights

When you buy from a Pro seller, you may have additional consumer rights, including the buyer’s right of withdrawal. In most cases, this means you may have 14 days from the day after delivery to request a return for any reason, unless a legal exception applies.

You will usually then have a further 14 days to send the item back after informing the seller that you wish to withdraw from the order.

For Pro orders, Kidora may help facilitate communication and issue handling through the platform, so you do not necessarily need to resolve everything outside Kidora yourself.

For more information, please see our Pro Refund Policy, Terms of Service, and guidance on the buyer’s right of withdrawal.

3. Help with lost, damaged, or misdescribed items

If your parcel is lost, arrives damaged, or the item is significantly not as described, Kidora can help you through the issue process.

An item may be considered significantly not as described where, for example:

  • 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.
  • The item has undisclosed damage or defects.
  • The item is counterfeit.

Minor differences, personal preference, or fit issues are not usually treated as significantly not as described unless the listing itself was materially inaccurate. See also our Pro Refund Policy.

4. What may be refunded

If a refund is approved for a Pro order because the item did not arrive, arrived damaged, or was significantly not as described, the refund may include:

  • the item price;
  • the Pro Buyer Protection fee; and
  • the original standard outbound delivery charge paid for the order, where required by applicable law.

If a refund is approved following a statutory cancellation or withdrawal from a Pro seller order, refund entitlement and any delivery-charge refund will be handled in accordance with the Pro Refund Policy and applicable law.

For bundle purchases where only part of a bundle is refunded, any refund of the Pro Buyer Protection fee may be calculated proportionally based on 5% of the refunded item or items. The fixed £0.70 element of the Pro Buyer Protection fee is generally non-refundable where part of a bundle is kept.

Any transaction fees charged by the payment provider in connection with a refund remain the responsibility of the seller, unless Kidora expressly agrees otherwise. See also our Terms of Service.

5. Support from our team

If you need help with a Pro order, our support team can assist with the process. We may help facilitate communication, review the issue raised, and support the return and refund journey where appropriate.

If you still need help after contacting the seller, please visit our Contact Us page.

6. Secure payments

All payments are processed through our payment partner using encrypted systems designed to help protect your payment details. Sellers do not see your full payment information.

For Pro orders, funds are held securely and are not released to the seller until the applicable protection or refund window has passed, or any active issue has been resolved. See also our Pro Refund Policy and Terms of Service.

7. Important information

Important: Orders from Pro sellers must be completed using the Buy now button. The Pro Buyer Protection fee is mandatory for eligible Pro orders and is added automatically at checkout.

Pro Buyer Protection is designed to support safer transactions and smoother issue handling on Kidora. It is not insurance and does not replace your statutory rights. Please also review our Pro Refund Policy, Terms of Service, and guidance on the buyer’s right of withdrawal.

8. Changes to this Pro Buyer Protection Policy

We may update this policy from time to time to reflect changes to our services, legal requirements, or how Pro Buyer Protection operates. Please review it periodically. Continued use of Kidora after updates take effect means you accept the updated policy. You may also wish to review our Terms of Service and Privacy Policy.

Last updated: 24 April 2026.