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If you've bought an item and you want to use your cancellation rights to return it, you can request a return in our Resolution Centre if the seller offers a return policy and uses the return process of eBay. This process is only available for items paid with PayPal.
Below you’ll find helpful information about how to request a return and what to do if a seller doesn’t use the eBay return process.
Note: The returns process is currently only available for items bought on eBay.de and eBay.co.uk. We plan to extend this process to other eBay marketplaces in the future.
Check the seller’s return policy
Before you start a return in our Resolution Centre we recommend that you check the seller’s return policy. You can review the seller’s return policy on the view item page.
According to Distance Selling Regulations consumers who purchase items from a business seller over the internet, where there is no face-to-face contact between the seller and the buyer before the contract is made, generally have the right to return the item within 7 working days after the date of receipt.
Some items are excluded from the right of withdrawal. Business sellers are obligated to inform consumers about their right of withdrawal before the purchase. Private sellers may voluntarily offer returns.
The Distance Selling Regulations usually cover sales made over the internet, including:
Buy It Now listings on eBay.co.uk
Second Chance Offers on eBay.co.uk
The UK Distance Selling Regulations do not apply to eBay auction format listings on eBay.co.uk.
Learn more about the distance selling regulations.
Request a return in our Resolutions Centre
To start a return, open a return case in our Resolution Center. This will automatically send out an email to the seller to inform them and your case will be tracked. Learn more about how to use the Resolution Centre.
Start a return
Timeline: Up to 35 days after the purchase date. In respect of most Buy It Now items, business sellers are legally required to accept a cancellation, if you communicate your cancellation within 7 days after you received the item. In certain circumstances, the cancellation period can be even longer. Learn more about the distance selling regulations.
To request a return:
Go to My eBay. You may be asked to sign in.
Next to your listing, select Return this item from the pull-down menu.
Select "I want to return an item" and click Continue.
The "Return an item" form appears.
Review the next page and click Request return.
Then you have to wait for seller to accept your return request.
After the seller has accepted your request, you can prepare postage right away and click Continue.
Post the item to the seller.
You can view the seller’s responses, the current status and the next steps at any time in our Resolution Centre. Just log in and click on your case.
How to return an item if the seller doesn’t use our return process
If the seller hasn’t opted in to use our return process, you can’t request a return in our resolution Centre. Instead, you may contact the seller directly by clicking “Ask seller a question” on the view item page or in My eBay and agree about the return process with the seller directly.
For most “Buy it Now” items, business sellers are legally required to accept your return (more commonly known as “cancellation or withdrawal” under the law), if you contact them to cancel your purchase within 7 working days after the date of receipt.
Where the seller accepts the cancellation they will then cancel the transaction at our Resolution Centre. You will be notified by an email and just need to click the button in the email to accept the cancellation.
Cancelling a purchase (you haven’t paid or want an exchange)
If you have purchased a Buy It Now item from a business seller and you haven’t paid for and haven’t received the item yet, but you just want to cancel the purchase, you don’t need to request a return in our Resolution Centre.
Instead, you may contact the seller directly by clicking “Ask seller a question” on the view item page or in My eBay and you may find that you reach an agreement.
For most “Buy it Now” items, business sellers are legally required to accept your return (more commonly known as “cancellation or withdrawal” under the law), if you contact them to cancel your purchase within 7 working days after the date of receipt.
Where the seller accepts the cancellation they will then cancel the transaction at our Resolution Centre. You will be notified by an email and just need to click the button in the email to accept the cancellation.
Exchange an item (from the same seller)
If you want to exchange an item from the same seller we recommend that you contact the seller directly before starting a return in our Resolution Centre.
As the seller may not have another item (i.e. in a different size) for an exchange or may use other processes to track this case, you should agree with the seller on the correct process.
Timeframes: Any time after the purchase date. You may want to contact the seller as quickly as possible.
Post the item
To post the item back to the seller, you can prepare postage and print a return slip directly in the returns flow. We recommend choosing a shipping method with tracking to avoid problems.
You can find the seller’s return address and the return slip within the return flow .
Return P&P costs
Sellers specify return postage information such as who’s paying for return shipping and their return shipping address in their return policy. You should read their return policy carefully, before returning an item.
In general, the seller is obliged to pay for the return shipping unless they have specifically provided, within their returns policy, that they require the buyer to pay for it. Learn more about return postage costs and your legal rights and obligation.
If you have to pay for the return shipping costs, learn more about how to calculate postage costs.
Tip: Please contact the seller or wait for their response after you’ve started a return as some sellers may provide prepaid return postage labels or additional returns information. You may also view their return policy to learn more about returns specifics. Print the return slip and enclose it in your package to help the seller to identify the returned item and to issue the refund faster to you.
Packaging tips
We recommend you use the original package of the item to ship the item back to the seller. If that’s not an option, you should choose a box which is slightly larger than the item so you can cushion the item.
Properly label the package and include a return address. If you are reusing a box, cover any previous labels or cross out any previous address information with a heavy black marker.
Learn more about packaging tips.
Timeframes: After you’ve prepared the item you should post it within 2 working days.
Receiving the refund
You will be notified via email as soon as the seller indicates that they will initiate the refund. Usually they will send the refund within a couple of days, and latest 30 days after you’ve started the return.
After the seller has sent the refund to your PayPal account the case will automatically be closed. You can transfer the money from your PayPal to your bank account or use the PayPal balance for other purchases on eBay.
Timeframes: A business seller is legally obliged to issue the refund within 30 days after they accepted your return or your cancellation of your contract with them. Even if a business seller issues the refund immediately, it may take several days until the money has been transferred to your account.
Your legal rights and obligations
The Consumer Protection (Distance Selling) Regulations 2000 generally apply to sales to consumers made by sellers acting in the course of a business, which have been made at a distance. In other words, where there's no face-to-face contact between the seller and the consumer before the contract is made. The Distance Selling Regulations apply to items purchased via Buy It Now listings and Second Chance Offers on eBay.co.uk. However, they don't apply to auction format listings on eBay.co.uk.
These regulations provide a period of seven working days after the date of receipt within which the consumer can cancel the contract (often referred to as the "cooling off" period) and get their money back, including the original postage and packing charges. The consumer can be asked to return the goods at their own expense, but only if the seller informed them of this requirement before the contract was made (otherwise, the seller is responsible for collecting the goods).
This right of cancellation does not apply to:
Custom made goods - Goods which are tailored to your own specifications (such as custom-made wedding gown).
Goods that by reason of their nature cannot be returned – This covers medication for example.
Perishable goods - like fresh foods or flowers.
Sealed items, which have been unsealed - audio or video recordings or computer software that you have unsealed.
Newspapers, periodicals or magazines
Accommodation, transport, catering or leisure services - where the seller has agreed to supply the service on a set date or within a set time period (for example hotel accommodation; plane, train, or concert tickets; car hire; tickets to sporting events).
The regulations above only apply to a business seller – consumer buyer transactions. However, even a consumer seller is required to ensure that correctly describe the item.
Learn more about the sale of goods law in our Safety Centre.
Quick answers about the process
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What items can be returned on eBay? |
All items from UK business sellers can potentially be returned. You can review the seller’s return policy on the “Shipping and payment” tab on every view item page.
For most “Buy it Now” items, Business sellers are legally required to accept cancellations made within a period of seven working days after the date the buyer received the item.
However, there are some legal exceptions on which items can’t be returned.
Learn more about the sale of goods law in our Safety Centre.
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Why don’t I see the “Return this item” link for all items? |
The link “Return this item” is only available for 35 days after the transaction. There are some legal exceptions for items on which items can’t be returned, i.e. in specific categories. Some business sellers may also use their own return processes rather then the eBay return process. In this case you may contact the seller directly by clicking “Ask seller a question” on the view item page or in My eBay and agree about the return process with the seller directly.
Learn more about which items are legally eligible for a return in our safety Centre.
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I want an exchange rather then a return. What can I do? |
If you want to exchange an item from the same seller we recommend that you contact the seller directly before starting a return in our Resolution Centre.
As the seller may not have another item (i.e. in a different size) for an exchange or may use other processes to track this case, you should agree with the seller on the correct process. |
I have started a return, but the seller doesn’t respond. What can I do? |
If you’ve started a return, the seller will receive a reminder after 7 days if they haven’t responded yet. If the seller hasn’t responded within 10 days after you started the return, you should contact our Customer Support. |
When should I open a case for an item which is significantly not as described instead of a return case? |
If an item is significantly different from the item description, i.e. the colour or the size is not what you ordered or the quality is significantly different from the description, you should first contact the seller. In most cases these issues can be resolved by direct communication.
If the seller is a business seller and you want to use your right of withdrawal under the Distance Selling regulations, you should first open a return case.
Only if the seller does not respond or rejects the return you should then open a “Significantly not as described” case in our Resolution Centre to ensure that your purchase is covered by the PayPal Buyer Protection program. |
I have started a return, but the seller rejected. What can I do? |
In respect of most “Buy it Now” items, business sellers are legally required to accept cancellations made within a period of seven working days after the date the buyer received the item.
There are some legal exceptions on which items can’t be returned and where a seller has the right to decline your return request. Learn more about your legal rights and obligations in our Safety Centre.
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What can I do when I don’t get a refund or the refund is not what I expected? |
In respect of most “Buy it Now” items, business sellers are legally required to accept cancellations made within a period of seven working days after the date the buyer received the item.
In these cases, the business seller is legally obliged to issue the refund within 30 days after you communicated your cancellation. Business sellers may well issue the refund immediately.
If you haven’t received the refund within 30 days or it’s not what you expected, you should contact the seller first to solve the problem. You can use the “Contact the seller” link within the returns case. If the problem can’t be solved, learn more about your legal rights.
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I have closed the return case accidentally. What can I do? |
If you close the case, you can’t reopen it and you can’t open another case for this purchase.
Contact the seller directly to arrange the return, the refund or further steps. |
Must use Buy It Now and PayPal.
