4 min article

Return an item for a refund

If your item arrives damaged or faulty, 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.

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. In most circumstances 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 - opens in new window or tab.

Once you start a return, the seller has 8 calendar days to resolve your issue. If your problem isn't solved at the end of those 8 calendar 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 - opens in new window or tab and select Return this item.
  2. Select your reason for the return.
  3. If the item arrived damaged, broken, or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
  4. Select Send.

Return your item

Once you've started a return, you can check on the status of your request at any time.

What happens after you've started a return

The seller has 8 calendar 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.

Check your return status

How the seller responds 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 postage cost. The seller will also pay for return postage.

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.

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 postage cost. Check the seller's return policy in the listing to see who is responsible for return postage 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 – 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.

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.

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

 

Tip
Once you open a return request, the seller has 8 calendar days to resolve the issue.

Send the item back

When the seller accepts your return, you'll receive an email to your Messages - opens in new window or tab with the subject “Send the item back”. You'll need to send it back within 14 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. For more information, see our Condition of returned items policy.

Get your refund

Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

You can check on your refund in your Purchase history - opens in new window or tab.

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 8 calendar days the seller hasn't been able to resolve your problem, we're always ready to step in and help. Once the 8 calendar days has passed, you can ask us to step in and help 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 - opens in new window or tab 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

The eBay Money Back Guarantee is designed to protect both buyers and sellers. If we decide that a member is misusing returns on eBay, or the eBay Money Back Guarantee, they may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples of misuse include:

  • Selecting an inaccurate reason for return
  • Disregarding item conditions required for return
  • Requesting an excessive amount of returns

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

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 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.

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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