4 min article

Return an item for a refund

If your item arrives damaged, doesn’t match the listing description, or is the wrong item, you can return it for a refund. If you've changed your mind and want to send it back, you can ask the seller if they'll accept a return.

Are you a seller and need help with a return request? Read our article on handling return requests

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:

  1. Find the item in your Purchase history and select Return this item.
  2. Select your reason for the return.
  3. 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.
  4. Select Send.

Return your item

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.

You received the wrong item, or it arrived faulty or damaged

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund, including the original shipping cost. The seller will also pay for return shipping.

Offer you a partial refund and let you keep the item – This can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

Send you a message – The seller may ask you for some more details about your return request.

When the seller replies, we'll send you an email with details of the next steps.

 

 

You changed your mind about an item

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original shipping cost. Check the seller's return policy in the listing to see who is responsible for return shipping costs.

 

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

 

Offer you a replacement or an exchange – Some sellers may offer the option of returning an item for a replacement or exchange instead of a refund.

 

Decline your return request – Sellers can only decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return.

 

Send you a message – The seller may ask you for some more details about your return request.

When the seller replies, we'll send you an email with details of the next steps.

 

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.

Check my return status

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:

  1. Go to your Purchase history and find the item.
  2. Select See request details in the More actions dropdown menu.
  3. 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.

Frequently asked questions about returns

Why was my refund less than the amount I paid?
Depending on the condition you sent the item back in, the seller may reduce the refund they issue you. For more details, please see our Condition of returned items policy.

What should I do if I sent back the item, but the seller didn't receive it?
When returning an item you should always use tracked shipping. If the item has a total cost of $750 or more it will need to be returned with a signature confirmation. If you didn't, and think the seller should have gotten the item back by now, you can ask us to step in and help.

If I don't receive a return shipping label, how should I return the item?
When returning an item you should always use tracked shipping to maintain proof you returned the item to the seller which ensures your refund. If the item is $750 or more it will need to be returned with a signature confirmation. Learn more about return shipping for buyers.

Can I return an item if my account is suspended?
No, if your eBay account is suspended, you won’t be able to return any items until the reason for suspension has been resolved and your account reinstated.

Can I return more than one item from my order?
Depending on the listing, you can return one item or multiple items. Here are your options:

  • Lots, sets, and bundled items – You need to return the entire quantity of the order. For example, if you bought a set of paintbrushes you can't return just one of them.
  • Multi-quantity listings – You can return any quantity of your purchased items. For example, you selected a quantity of five t-shirts at checkout. You can return some or all of them, but you only have one opportunity to do so. If you choose to return two t-shirts, you can't return the other three later.
  • Multiple listings from the same seller – You can return each item. For example, you buy three books that the seller listed individually, but you paid for all of them at once at checkout. You can return each book individually.

If the item you received doesn't match the listing description, or if it arrived faulty or damaged, you can return it even if the seller's returns policy says they don't accept returns.

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