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Returning an item

eBay- 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 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.

You can also shop with extra confidence this Christmas, with extended returns available on millions of items. Where offered, you'll have until 31 January 2015 to return anything you've bought between 1 November and 31 December 2014.

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 on the right.

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.

The eBay returns process

1. Select the reason you're returning the item and where you'd like to drop-off your return (your choice of Collect+ or post office locations).

2. Print the provided return postage label. Any postage charges are paid using PayPal.

3. Package the item carefully and apply the package label.

4. Send the item back to the seller.

You can track the progress of your parcel from your Purchase History in My eBay. Just select View return details from the More action s menu to the right of the item.

Once the seller has received your parcel, they’ll process a refund within 6 business 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 5 business 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.

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