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Returning an item

When you can return an item

We hope you love what you buy on eBay. However, if you change your mind, most sellers accept returns.

All business sellers who accept returns must give you at least 14 calendar days to let them know if you'd like to return something. Many sellers offer returns above and beyond this.

To check if a seller offers returns, have a look at the returns section on the listing. For an item you’ve already bought, simply go to your Purchase History in My eBay and click on the item.

Remember, if there’s a problem with your purchase, you’re covered by eBay Money Back Guarantee as long as you pay with PayPal.

Who pays for return postage costs

If the item was not as described, the seller is responsible for paying return postage costs. If a buyer changes their mind about a purchase and wants to return it, they may be required to pay the postage costs depending on the seller's return policy. Sellers can provide a return postage address and additional return postage information for the buyer in My eBay.

When you're responsible for return postage charges, we charge your PayPal account if you send the item using our postage label. We may ask you to accept a billing agreement to authorise payment for these kinds of charges.

When you want to return an item using alternative postage arrangements and the seller is responsible for the return postage charges, you must work with the seller to agree on the postal service used and the cost before returning the item.

How to return an item

To return an item:

1. Find the item in your Purchase History in My eBay.

2. Select Return this item from the More actions dropdown menu.

3.If photos of the item would be helpful for documenting the condition of the item you bought and received, you can upload these. Both eBay Customer Service and the seller can see them. You can upload as many as 10 photos (PNG, JPEG, BMP, or GIF; max size 5MB). You can add photos until the return process is closed. Uploaded photos can be removed only by contacting Customer Service.

4 Depending on the item you've purchased, you'll automatically be directed to either the eBay returns process or to contact the seller. Depending on the seller’s return policy, we’ll provide you with a return postage label and packing slip. Alternatively, we may ask you to wait for the seller to provide you next steps for the return, such as in cases of oversized or heavy items or when sending an item back to a seller located in another country. The seller may also provide you their own return postage label.

5. Pack the item carefully. Include the packing slip, apply the postage label, and send the item back to the seller. You must return the item – in the same condition as you received it – within 14 calendar days of requesting the return. It's good practice to include tracking information (if available) when returning an item.

6. If an eBay-generated postage label is used, you can track the status of the returned item in the Purchase history section of My eBay. Find the returned item and click View return details from the More actions drop-down menu.

7. If the seller has provided their own label, such as including a label in the original parcel, you can track the status of the returned item in the Purchase history section of My eBay. Find the returned item and click View return details from the More actions drop-down menu. If the seller does not provide you a label through eBay and you return an item through an alternative postage method, you should make sure that tracking is included in case eBay needs to step in to review the progress of your return.

8. Once the seller has received your parcel, they’ll process a refund within 6 working days. If you have any problems, we’ll step in to help resolve any issues.

Contact the seller

1. You'll be guided to contact the seller through My eBay.

2. The seller will confirm the process you'll need to follow to arrange a return.

Requesting a replacement item

Some sellers offer the option to request a replacement item if you'd prefer this over a refund. If available, the seller will let you know in their returns policy. You can request a replacement if:

  • The seller offers replacements as an option

  • You’re returning the original item and would like exactly the same item as a replacement.

  • Your item isn't as described, such as with a damaged part, or is defective in some way.

To request a replacement, simply contact the seller through My eBay. They'll let you know if a replacement is available. Once approved, make sure you post the original item back to the seller within 14 calendar days of starting your request.

Your rights

Consumer Contracts Regulations apply to sales between a business seller and a consumer buyer where there’s no face-to-face contact. The regulations apply to Buy it now and Second chance offers on eBay.co.uk, including auction-style listings. Under these regulations you have 7 working days from when you receive your item to request a return and get your money back. This includes postage charges unless the seller lets you know in their listing that you’re responsible for returns postage.

Learn more about the sale of goods law.

When to ask us to step in and help

Most returns and refunds go smoothly, but if a seller doesn't issue you a refund, you can ask us to step in and help. Depending on the seller's return method, timelines may differ. We guide you to the correct timing as part of your return request in My eBay, but for reference:

  • You can ask us to step in and help if the seller doesn't issue a refund within 6 working days of receiving the returned item, or within 6 working days of the estimated delivery date for the returned item if no tracking is used.

  • If a seller doesn’t respond to your return request, you can ask us to step in and help 8 calendar days after you request a return.

Frequently asked questions

If you've missed the deadline to start a return, you can contact the seller to see if the seller is willing to accept a late return. Use Messages in My eBay when contacting the seller to keep a record of your conversation.
We ask that you send back the item to the seller within 14 calendar days. If you haven't sent the item within this period, contact the seller to see if they're still willing to accept your return. Use Messages in My eBay when contacting the seller to keep a record of your conversation.
You can see the status of your return request in My eBay—we show you tracking details for the return package, let you know when the item has been delivered to the seller, and when you can expect your refund. If it's been 6 working days since the returned item was delivered to the seller and the seller hasn't refunded you, you can ask us to step in and help.Important: If you posted the item later than the 14 calendar day time frame, we don't require the seller to issue a refund.
We typically allow a little extra time for delivery. After sufficient time has passed, and the seller still hasn't received your returned item, you can ask us to step in and help.
In most cases, sellers handle returns quickly and easily. However, you may want to ask us to step in and help with the eBay Money Back Guarantee in a few instances:• You're unable to return the item because it's unsafe to send (such as a ruptured and leaking battery) or broken beyond repair.• You've already returned the item, but you and the seller aren't able to resolve a problem.• You've received a replacement, but you and the seller still aren't able to resolve a problem. Learn more about the eBay Money Back Guarantee.
You have one opportunity to return an item or multiple items for each transaction, depending on the listing. With Lots, sets, and bundled items you have one opportunity to return the entire quantity of the sale. For example, you buy a 5-piece place setting of dinner ware, which includes a teacup, bowl, dinner plate, salad plate, and a bread plate.You have one opportunity to return the entire 5-piece place setting. You can't return a few pieces of the place setting, for instance, just the teacup and bowl. (To return one item of a set, contact the seller). For Multi-quantity listings you have one opportunity to return any quantity of purchased items. For example, you buy T-shirts, and in the listing you select a quantity of 5.You can return any quantity of the 5 T-shirts, but you only have one opportunity to return items. For instance, if you return 2 of the 5 T-shirts, you can't return the remaining 3 later. For iItems from multiple listings from the same seller you have one opportunity to return each item individually. For example, you buy 3 books from a single seller. The seller listed each book individually, but you paid for the books in a single step with eBay checkout.You need to return each book individually. Contact the seller directly when you start your return request.
In some cases, before you can print the postage label for your return, we may need to verify a few details with the seller. The label is printable within 8 calendar days.
When using an eBay postage label, you can reprint a return postage label, but you can only use one label. If a return requires multiple packages, work with the seller to make alternative arrangements for either the remaining packages or for all of the packages.

Misuse of returns or the eBay Money Back Guarantee

If we determine that you've abused returns on eBay or the eBay Money Back Guarantee, you may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples include:

  • Selecting an inaccurate reason for return.

  • Disregarding item conditions required for return.

  • Requesting an excessive amount of returns.

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