If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under the eBay Money Back Guarantee. You can return it even if the seller's returns policy says they don't accept returns.
If you no longer want an item, you'll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Purchase history.
Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn't solved at the end of those 3 days, you can ask us to step in and help.
Start a return
To start a return, select the item you want to send back from your recent purchases above, or follow the steps below:
- Find the item in your Purchase history and select Return this item.
- Select your reason for the return.
- If the item arrived damaged, broken, or faulty, add up to 10 images relevant to the reason you're returning the item for, and showing any scratches or defects. Make sure to follow our Images, video and text policy when you're uploading images.
- Select Send.
Once you've started a return, you can check on the status of your request at any time.
After you've started your return, what happens next?
The seller has 3 business days to get back to you. How they'll respond depends on the reason for your return.
Send the item back
When the seller accepts your return, you'll receive a return label from the seller, or you'll be asked to purchase a label directly from a carrier. Who covers the shipping costs depends on why you're returning it. Find more information about return shipping.
You'll also receive a date by which you should ship the item back. This date can be found in the details of your return request, and will be sent through email to your Messages - opens in new window or tab with the subject "Send the item back". If you don't ship the return by that date, we may close the request and you will not receive a refund.
When you send your item back make sure a tracking number is added to your return request to avoid delays or issues in the refund process. If you use a Shippo return label, a tracking number is automatically uploaded. If the return is being shipped with a different label provider, the seller may have added the number for you. If not, you should manually add tracking details to the return.
Keep in mind that the condition of the item you send back to the seller is important, so repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn't packaged correctly, sellers may deduct from your refund to cover the loss in the item's value. For more information, see our Condition of returned items policy.
Tip
If the item has a total cost of $750 or more it will need to be returned with a signature confirmation. Learn more about our signature confirmation requirements.
Get your refund
Once the item is delivered to the seller, your refund should be processed within 2 business days. Your refund will be sent to your original payment method and funds are usually available within 3-5 business days.
Get help from eBay
Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, if after 3 business days the seller hasn't been able to resolve your problem, we're always ready to step in and help. Once the 3 business days has passed, you can ask us to step in within 21 business days of opening the request.
Learn more about asking eBay for help.
Cancelling a request
If you've changed your mind about a case you've opened, and no longer want return your item, it's easy to cancel your request.
Cancelling a Return request
To cancel a Return request:
- Go to your Purchase history and find the item.
- Select See request details in the More actions dropdown menu.
- Select Close your request and choose your reason from the dropdown menu.
It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.
Misuse of returns or the eBay Money Back Guarantee
Engaging in activity as described in the Abusive Buyer Policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on eBay, blocking buyers from opening claims, the loss of eBay Money Back Guarantee coverage, and account suspension.
Activity that is not allowed includes, but is not limited to:
- Opening duplicate requests using other buyer protection programs
- 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 buyer's address on the Order Details
- Falsely claiming an item was not as described
- Returning an item other than the original item received
- Using or damaging an item and then returning it
You can find more information about our returns policies by referring to our eBay Money Back Guarantee policy and our Condition of returned items policy.