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The seller has 3 business days to get back to you. You can monitor the progress of your request by selecting Check your return status below, or in your Purchase history - opens in new window or tab. You received a damaged item, it doesn't match the listing description, or you received the wrong item.
Accept your return request and offer a full refund — You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original postage cost. The seller will also pay for return postage. If the returned item is used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged correctly, the seller might deduct from the refund to cover the loss in the item's value.
Learn more about our Condition of returns policy. 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. Send you a message — The seller may ask you for some more details about your return request, or offer the option of returning an item for a replacement or exchange instead of a refund. 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 postage cost.
Check the seller's return policy in the listing to see who is responsible for return postage costs. If the returned item is opened, used, damaged, missing parts, or is damaged during return postage because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value.
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 — for example, if you ordered the wrong thing by accident. 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. Tip Once you open a return request, the seller has 3 business days to resolve the issue. You'll need to send it back within 10 business days, using tracked postage. Adding tracking details to your return helps protect against delays or issues in the refund process. If you use an eBay returns label, tracking details are automatically uploaded. If you're using your own label, you should manually add tracking details to the return.
Who covers the postage costs depends on why you're returning it. Find more information about return postage. When you're sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important.
If the returned item is used, damaged, missing parts, or is damaged during return postage because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value.
For more information, see our Condition of returned items policy. Learn more about our signature confirmation requirements. 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 business days. You can check on your refund in your Purchase history - opens in new window or tab. 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, you can ask us to step in and help within 21 business days of opening your return request. Learn more about asking eBay for help. If you've changed your mind about a case you've opened, and no longer want to return your item, it's easy to cancel your request. 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.
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. 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.
When returning an item you should always use tracked postage. 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 you don't agree with our decision after we've been asked to step in to help resolve an issue between you and a seller, you can appeal by providing new information within 30 days of the case being closed.
When you send the item back, repack it carefully in the original packaging, and don't forget to include accessories such as remote controls or manuals. Check out our packing tips for sold items — they apply when you're posting something back, too. For most items, you'll be able to print a tracked return label on eBay.
Simply attach it to the package, and then drop it off at a location near you. Make sure you send the item by the date specified in the return request. Tracking updates will be shown in the return request once the parcel has been scanned.
As an Australian consumer, you have a legal right to return items purchased from a business and to receive a repair, replacement or refund if the items:. You may be required to return the goods and to provide proof of purchase. Remember, your rights to a return, replacement or refund for faulty or non-compliant goods are in addition to any other rights under the seller's return policy or any warranty that comes with the goods.
Note: This information is general in nature and is not intended to constitute legal advice. Please visit the ACCC website for more information about consumer guarantees and your rights. If you're returning an item because you changed your mind, you must return it in the same condition as you received it. You must also include, in the same condition as it was received:.
If you've used an item and found it to be faulty, you can request a return and may have other rights such as a right of repair, replacement or refund. If a seller offers returns, it's very likely that they'll be happy to exchange an item for you for example, a different size instead of giving you a refund. Let them know that's what you're after when you start the return request. Many sellers offer free returns if you changed your mind about an item, but sometimes you'll have to pay return postage.
Check the seller's return policy in the listing. Sellers are responsible for return postage if the item doesn't match the listing description, or arrived damaged or faulty. For more information, see our eBay Money Back Guarantee policy. For most returns where you need to pay for return postage, you can simply print a postage label on eBay and drop the parcel off.
The postage cost will be deducted from your refund. Once the seller accepts your return, we ask that you post the item back to the seller promptly. We'll send you an email with the latest date to get it sent off, and this date will also be shown within the return request. If you printed a return label on eBay, tracking updates will be shown in the return request once the parcel has been scanned.
Otherwise, you may need to add tracking details to the return request. If there's a delay, contact the seller to see if they're still willing to accept your return. Use Messages in My eBay to keep a record of your conversation with the seller. In most cases, the seller will issue your refund within three business days after receiving the returned item. If you haven't received a refund three business days after tracking shows the item was delivered back to the seller, follow up with the seller via the return request.
If a returned item isn't in the same condition as it was received, the seller may deduct the amount of loss and only give you a partial refund. Alternatively, if you were responsible for paying return postage and you used an eBay return label, the postage cost will be deducted from your refund. Sellers and manufacturers often offer warranties on their goods and you should find out whether a warranty is included on the item you're buying.
Warranty information may be included in the listing description, item specifics section of the listing or you can ask the seller using the Ask a question link on the listing. If the goods come with a warranty, the warranty documents should explain how you go about returning items under warranty — where you need to send them and who is responsible for the return postage cost. If this information isn't included and you need to return an item under warranty, you can contact the seller from your Purchase history.
If the seller or manufacturer doesn't offer a warranty or it has expired, this doesn't limit your rights under the Australian Consumer Law relating to defective and non-complying goods. Visit the ACCC website for more information about warranties.
Find the item in your Purchase history - opens in new window or tab 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.