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 returns policy and uses the returns process on 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 returns 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 returns policy
Before you start a return in our Resolution Centre, we recommend that you check the seller's returns policy. You can review the seller's returns policy on the listing 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 obliged 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 auction-style format listings on eBay.co.uk. Learn more about the distance selling regulations.
If a seller has specified a returns window when listing the item, the minimum time frame they can select is 14 days. (A 14-day returns period will be required under UK and Irish selling regulations that will become effective in June 2014.) The returns window is the number of days that you have to inform the seller that you intend to return the item.
Request a return in our Resolutions Centre
To start a return, open a return case in our Resolution Centre. This will automatically send out an email to the seller to inform them that 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. For most Buy it now items, business sellers are legally required to accept a cancellation, provided you inform them of the 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:Sign in to My eBay and go to the Won section.
Next to your listing, select Return this item from the drop-down menu.
Select I want to return an item and click Continue.
Review the Return an item form and click Request return to send your request to the seller.
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 returns process
If the seller hasn't opted in to use our returns process, you can’t request a return in our Resolution Centre. Instead, you may contact the seller directly from the listing page or in My eBay to agree the returns process.
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.
If the seller accepts the cancellation, they will then cancel the transaction in our Resolution Centre. You'll receive an email notification - just click the button in the email to confirm 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, contact the seller directly from the listing page or in My eBay.
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.
If the seller accepts the cancellation, they will then cancel the transaction in our Resolution Centre. You'll receive an email notification - just click the button in the email to confirm 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 (ie. 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 postal service with tracking to avoid problems.
You can find the seller's return address and the return slip within the returns flow.
Return postage & packaging charges
Sellers specify return postage information such as who's paying for return postage & packaging charges and their return delivery address in their returns policy. You should read their returns policy carefully, before returning an item.
In general, the seller is obliged to pay for the return postage & packaging unless they have specifically stated in their returns policy that they require the buyer to pay for it. Learn more about return postage costs and your legal rights and obligations.
If you have to pay for the return postage & packaging charges, 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 returns 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.
Packaging tips
We recommend you use the original packaging of the item to send 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 re-using a box, cover any previous labels or cross out any previous address information with a heavy black marker.
See more packaging tips.
Timeframes: After you've prepared the item you should post it within 2 working days.
Receiving the refund
You'll receive an email notification as soon as the seller indicates that they will initiate the refund. Usually they'll send the refund within a couple of days (30 days at the latest) after you've started the return.
After the seller has sent the refund to your PayPal account, the Resolution Centre case will close automatically. 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 the cancellation of your contract with them. Even if a business seller issues the refund immediately, it may take several days before the money is 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-style listings on eBay.co.uk.
These regulations provide a period of 7 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 may 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 transactions between a business seller and consumer buyer. 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 see the seller's returns policy at the top of every listing (in the centre, under the price).
For most Buy it now items, business sellers are legally required to accept cancellations made within 7 working days after the date the buyer received the item.
However, there are some legal exceptions when items can’t be returned. Learn more about the sale of goods law in our Safety Centre. |
Why don't I see the 'Return this item' link for all items? |
The Return this item link 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 returns processes rather than the eBay returns process.
In this case, contact the seller directly from the listing or in My eBay to agree on the returns process.
Learn more about which items are legally eligible for a return in our Safety Centre. |
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 (ie. 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've started a return, but the seller isn't responding. What can I do? |
If you've started a return, the seller will receive a reminder after 7 days if they haven't responded.
If the seller hasn't responded within 10 days after you started the return, contact customer support. |
When should I open a case for an item which is significantly not as described instead of a returns case? |
If an item is significantly different from the item description, ie. 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 returns case.
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 eBay Buyer Protection programme. |
I have started a return, but the seller rejected it. What can I do? |
For most Buy it now items, business sellers are legally required to accept cancellations made within 7 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? |
For most Buy it now items, business sellers are legally required to accept cancellations made within 7 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 notified them of the cancellation, and some business sellers will 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. |
I have closed the return case accidentally. What can I do? |
If you close the case, you can't re-open it and you won't be able to open another case for this purchase.
Contact the seller directly to arrange the return, the refund or further steps. |
