Depop says I’m entitled to a refund but Paypal refused my claim. Who is right?

Depop and PayPal have separate buyer protection policies – and the one that applies to your purchase depends on how you paid for your item. Photograph: Tharakorn/Getty Images/iStockphoto

I bought a vintage jumper on Depop and when it arrived I discovered it had a hole under one arm which wasn’t mentioned in the listing. Depop’s buyer protection policy states: “If your item doesn’t arrive or is significantly not as described, you’ll get a full refund.”

But because I paid with PayPal, I had to file a PayPal claim, which was refused because PayPal’s Buyer Protection “does not cover quality and/or expectation”, according to my correspondence with a PayPal customer service representative.