eBay Money Back Guarantee

For all the details of how eBay Money Back Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read our full policy.

Coverage, eligibility requirements, and exclusions

eBay Money Back Guarantee applies when:

• The buyer doesn't receive an item
• The item received by the buyer doesn't match the listing, for example:
  • The seller sent the wrong item, or
  • The item arrives broken, damaged, or faulty
• The seller doesn't fulfil their return policy as stated in the listing

As a buyer, for your transaction to be eligible for eBay Money Back Guarantee:

• You must complete and pay for your purchase on eBay.co.uk using an eligible payment method at checkout;
• You must meet the requirements specified in this policy, including taking action within the required time frames;
• The item may not be an excluded item or subject to any additional exclusions; and
• You may not seek resolution for the same issue by another resolution method

As a seller, for transactions where eBay Money Back Guarantee applies:

• You are responsible for delivering the item that was described in the listing, honouring your stated return policy, and providing a resolution when a buyer reports a problem with an order
• If the purchase was completed on eBay.co.uk, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site

International purchases

When a seller offers an international postage option (such as worldwide postage), or doesn't exclude international postage in their postage settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing.

Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller.

For more information about buying and selling internationally, please see our policies on International selling and International trading.

When the buyer doesn't receive an item

• Actions and timeframes when the buyer doesn't receive an item
• Deciding the outcome when the buyer doesn't receive an item
• Exclusions and special coverage when the buyer doesn't receive an item

Sellers are required to deliver the item to the address in the Order details, unless the buyer selected a local collection option.

If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original postage costs (if applicable).

Actions & time frames when the buyer doesn't receive an item

Deciding the outcome when the buyer doesn't receive an item

When eBay is asked to step in and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided in the Order details, or
• Proof that the buyer collected the item

If we determine that the item was not successfully delivered or collected:

• The buyer will receive a refund for the full cost of the item and original postage, and
• The seller may be required to reimburse eBay for the amount of the refund

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

• Tracking number that can be validated on the shipping carrier's website and which was uploaded to eBay before the latest estimated delivery date;
• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the Order details page; and
• Signature confirmation, on orders with a total cost of £450 or more. Learn more about our signature confirmation requirements.

Proof that the buyer collected the item
For local collection items, evidence that the buyer has received the item may include:

• A copy of the eBay order details, signed by the buyer at the time of collection
• The seller using the eBay app to scan the buyer's QR code or manually enter the buyer's 6-digit pickup code at the time of collection

Exclusions and special coverage when the buyer doesn't receive an item

When the item received by the buyer doesn't match the listing

• Actions and timeframes when the item received by the buyer doesn't match the listing
• Deciding the outcome when the item received by the buyer doesn't match the listing
• Exclusions and special coverage when the item received by the buyer doesn't match the listing

Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns.

Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned, the seller is responsible for return postage.

Actions & time frames for "not as described" returns

Deciding the outcome when the item doesn't match the listing

When a buyer reports that an item doesn't match the listing and the transaction meets our eligibility requirements, we will look for all of the following:

• Evidence that the buyer and seller have each met their return requirements
• Whether the seller breached eBay policies when listing the item
• Whether the item can be posted back to the seller
• Proof of return delivery, if the item was being returned

If we determine that the seller did not meet their return requirements:

• The buyer will receive a refund for the full cost of the item and original postage, and
• The seller will be required to reimburse eBay for the amount of the refund, and
• The buyer may not be required to return the item

If we determine that the buyer did not meet their return requirements:

• The buyer may not receive a full refund for the item and/or postage costs

Exclusions and special coverage when the item doesn't match the listing

Items collected by a third party on behalf of the buyer	Not covered
The buyer arranged their own delivery method, such as a courier pickup	Not covered
The item was sent to another address after original delivery	Covered: The item was forwarded as part of an eBay programme such as: Global Shipping Programme eBay Authenticity Guarantee Not covered: The buyer used third-party freight forwarding or mail redirection
A part or accessory covered by eBay Assured Fit - opens in new window or tab doesn't fit the buyer's vehicle	Covered   Returns will be treated as not matching the listing if the buyer selected "Doesn’t fit my vehicle" as the return reason
The buyer returned the item used or damaged	Covered: The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our Condition of returned items policy.
There are strong indicators that the item is counterfeit	Covered The buyer must request a return but may not be required to post the item back to the seller
The item is hazardous to post
The item no longer has value For example: A perishable item that has expired A ticket for a cancelled event
The item arrived after the latest estimated delivery date	Covered   The return is treated as if the item didn't match the listing.

eBay Authenticity Guarantee

Authenticity Guarantee - opens in new window or tab purchases are covered by eBay Money Back Guarantee when all other eligibility requirements are met.

Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity.

If an authenticated item is eligible to be returned, we may ask the buyer to send the item for inspection to ensure that the item is being returned in the same condition. If the returned item is found to be in a different condition, it will be sent back to the buyer and no refund will be issued.

Learn more about Authenticity Guarantee - opens in new window or tab.

When the seller doesn't fulfil their return policy

• Actions and timeframes when the seller doesn't fulfil their return policy
• Deciding the outcome when the seller doesn't fulfil their return policy

If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns).

When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund, including original postage costs.

When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.

Both buyers and sellers must meet all applicable return requirements. If an item is being returned for remorse reasons, the listing states which party is responsible for return postage.

Actions & time frames for "remorse" returns

Deciding the outcome when a seller doesn't fulfil their return policy

When eBay steps in on a "remorse" return request and the transaction meets our eligibility requirements, we will look for all of the following:

• Evidence that the buyer and seller have each met their return requirements
• Proof of return delivery, if the item was being returned

If we determine that the seller did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the listing.

If we determine that the buyer did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return postage costs.

Return requirements and return postage

Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.

Seller return requirements

• When a buyer requests a return for item not as described reasons, the seller must respond within the return request and offer a solution to the buyer's issue
• When a buyer requests a return for remorse reasons, the seller must honour their return policy as specified in the listing
• When the seller is responsible for return postage, the seller must provide a return postage label or another return method that is acceptable to the buyer. eBay may provide the buyer with a return postage label on the seller's behalf and will charge the seller for the cost of the label
• The seller's return address should be up to date in their Addresses in My eBay - opens in new window or tab. If they haven't specified a return address, the item will be returned to the seller's registration address
• The seller must pay any applicable customs fees or duties on the returned item
• When refunding the buyer, the seller must issue the refund through the return request on eBay
• When posting a replacement or exchange item, the seller must provide the new tracking details to the buyer

Buyer return requirements

• The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our Condition of returned items policy
• When the seller is responsible for return postage, the buyer must use the postage label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return postage, including the cost
• Any images added to a return request must be relevant to the return reason and comply with our Images, video and text policy
• When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere

Return postage

Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.

Reason for return	Who is responsible for return postage
Items that don't match the listing	Seller
"Remorse" or "change of mind" returns	Per the seller's return policy in the listing ("free returns" or "buyer pays")

Proof of delivery for returned items
Returns should be sent with tracked postage that can be independently validated.

We require all of the following to prove a successful return delivery:

• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the seller's specified return address; and
• Signature confirmation, on items with a total cost of £450 or more. Learn more about our signature confirmation requirements

If the party responsible for return postage does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.

Refunds and billing for return postage costs
If the buyer is responsible for return postage, the return postage cost won't be included in the refund.

If the seller is responsible for return postage:

• Return postage costs will be charged to the seller separately if:
  • The seller authorised the buyer to use an eBay return label, or
  • eBay provided a return label to the buyer on the seller's behalf
• If the seller sends funds to the buyer to pay for return postage, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item.

Estimated and actual delivery dates

Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on:

• The estimated delivery date (the latest date in the estimated delivery range that was provided to the buyer at checkout), or
• The actual delivery date (the date that tracking confirms the item was delivered, or the date that an item was collected)

The table below sets out which of these applies when determining the latest date to report an issue or request a return.

When tracking shows the item was delivered/collected before the estimated delivery date	Actual delivery/collection date
When no tracking information is available	Estimated delivery date

Buyers can find estimated delivery information in their Purchase history. Sellers can find the estimated delivery information that was provided to the buyer at the top of their Order details page.

Appeals and extensions

Appeals

When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.

eBay reserves the right to seek reimbursement from the seller for amounts refunded to the buyer, if a buyer successfully appeals.

Extensions

In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements.

• In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the postage service used, whether tracking is available to show the status of a delivery, a seller's extended return window, or other circumstances such as fraud
• Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an announcement on eBay.co.uk - opens in new window or tab

Refunds, payment holds and reimbursements

Refunds to buyers

For most purchases, buyers are refunded to their original payment method.

If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay.

Currency exchange rate applied to refunds

If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.

eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

Seller payment holds

If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the User Agreement and Payments Terms of Use - opens in new window or tab.

Seller reimbursements to eBay

If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the Payments Terms of Use - opens in new window or tab.

If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.

Loss of coverage

Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they:

• Voluntarily close a request or case, or
• Open duplicate claims using other resolution methods, or
• Engage in fraudulent or abusive buying behaviour, or
• Violate an eBay policy

Duplicate claims

A buyer may not seek resolution for the same transaction under more than one buyer protection programme. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.

If a seller loses a chargeback they may be eligible for payment dispute seller protections.

Fraudulent or abusive buyer behaviour

Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the Abusive buyer policy. This includes, but is not limited to:

• Colluding with a seller to wrongly declare an item's value for customs
• Filing a chargeback after receiving a refund
• Claiming an item was not received when there is proof of delivery to the address provided on the Order details page
• Falsely claiming an item was not as described
• Opening duplicate cases using other buyer protection programmes
• Returning an item other than the original item received
• Using or damaging an item and then returning it

In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension.

Other terms and related policies

• We may provide buyers and sellers with access to each other's contact information in accordance with our User Privacy Notice
• eBay Money Back Guarantee is not a product warranty
• For items posted through the Global Shipping Programme, the programme's Global Shipping Programme terms and conditions for buyers - opens in new window or tab describe how members are protected by eBay Money Back Guarantee
• In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer
• We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement
• Buyers and sellers permit us to make final decisions about all cases, including appeals

Helpful links

• Seller protections
• Condition of returned items policy
• Signature confirmation requirements
• Fee credits
• Payments on hold
• Handling payment disputes
• Abusive buyer policy