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Creating your returns policy
Buyers are more comfortable shopping with sellers who accept returns, even though most buyers will never return an item. We've found that items that have a clear returns policy typically sell better than items that don't have one.
We require all sellers on eBay to specify a returns policy, whether the policy is to accept returns or not. If you don't specify a returns policy, eBay will select a default returns policy for you.
As a business seller you are obliged to inform your consumers about their right of withdrawal before the purchase. As a private seller you may voluntarily offer returns. Learn more about your return rights and obligations.
Important: Even if you specify 'no returns accepted', under the eBay Money Back Guarantee the buyer can still return an item if it doesn't match the listing description. Learn more about the eBay Money Back Guarantee.
Returns time frames
The minimum time frame that you can specify for your returns policy is 14 days, according to current UK and Irish distance selling rules. These regulations came into effect in June 2014.
The returns window that you enter is the number of days that a buyer has to inform you that they intend to return the item.
How to create a returns policy
To specify your returns policy:
Tip: Don't include returns policy details in the item description as buyers may not see it.
Learn more about managing returns on eBay.
Returns policy recommendations
The clearer and more buyer-friendly your returns policy is, the more secure your buyers will feel shopping with you. The following recommendations can help increase buyer satisfaction, improve the likelihood your item will sell, and earn you higher detailed seller ratings. Learn more about our selling practices policy.
Buyers who misuse returns
Once a buyer opens a return request for any reason, funds related to the sale in your PayPal account may be put on hold. When you resolve the situation with the buyer, or we find in your favour, the funds are again available for you to use.
To help protect yourself from poor buyer practices, wait until you've received a returned item before issuing a refund.
In situations where the buyer has returned the item in a different condition or the item isn't within your return requirements, try to work with your buyer to find a solution that you can both agree on.
If your buyer is misusing returns (e.g. returning a damaged item or an empty box), you can ask eBay to step in. We'll investigate and if we find that the buyer is breaching our Buying practices policy, we will take action. This may include cancelling cases in the Resolution Centre, or limiting the buyer's account privileges.
Learn more about handling problems with your buyers.
Have a question? We can help.
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