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Safety Centre

eBay Money Back Guarantee

Shop with confidence

  • Easy - Customer Support is there to help if you need it.
  • Fast - We'll contact the seller to sort things out.
  • Free - It applies to nearly all eBay purchases when you use PayPal.

How does eBay Money Back Guarantee work?

  1. Always pay for your purchases with PayPal.
    To be eligible for the eBay Money Back Guarantee , you'll need to pay for your item using PayPal.
  2. If your item isn't as described or doesn't arrive, contact the seller first.
    Give them a chance to sort things out for you.
  3. If you still need help, let us know your problem. We're available 7 days a week.
    You can notify us online or our customer service representatives who are available Monday-Friday: 8:00AM-10:00PM and Saturday, Sunday and Bank Holidays: 9:00AM-6:00PM.
  4. We'll contact the seller to help sort things out
    We'll contact the seller and ask them to solve your issue within 8 days. After 8 days if the problem can't be resolved between you and the seller, you've paid using PayPal and your claim qualifies for coverage with the eBay Money Back Guarantee, eBay will arrange for the purchase price plus original shipping to be refunded through PayPal.
  5. If you didn't pay with PayPal
    If the seller hasn't resolved your issue you can still contact us and we will contact the seller to try to resolve the problem.

Don't hesitate to get in touch with Customer Support if you need further help.

Please see Terms and conditions of eBay Money Back Guarantee / Full Details 

Frequently Asked Questions

When does the eBay Money Back Guarantee apply?
The eBay Money Back Guarantee applies to items purchased on eBay.co.uk with PayPal that are not received, are damaged or are not as described in the listing. Buyers must open a case no later than 30 days after the actual (or latest estimated) delivery date. There are certain items that the policy does not include such as services; intangible goods, and items listed in categories such as Vehicles (including, motor vehicles, motorcycles, caravans, aircraft and boats); Gift Certificates; and Residential Property (Real Estate). See the eBay Money Back Guarantee policy for full details.

What happened to PayPal Buyer Protection?
Your eBay purchase can be handled and protected by eBay and is designed to be simpler and faster. eBay Money Back Guarantee  also introduces a new, streamlined process for customer service, so you can get help either on the phone or online. PayPal Buyer Protection will however continue to exist, so you can still use it if you wish.

How does this programme benefit sellers?
eBay Money Back Guarantee makes it easier for buyers and sellers to resolve issues with a streamlined process for customer assistance. We always encourage buyers to work directly with sellers before escalating an issue to us because this is often the fastest and easiest way to resolve problems. The new system also makes it easy for sellers to give their information to eBay. Sellers can always contact our live customer support specialists to discuss their case 7 days a week, Monday-Friday: 8:00AM-10:00PM and Saturday, Sunday and Bank Holidays: 9:00AM-6:00PM. Contact us.

Do I need to send the item back to the seller?
For Significantly Not As Described  claims we usually ask the buyer to return the item back to the seller and provide proof of delivery .