eBay Money Back Guarantee

<!DOCTYPE html> <html lang="en"> <head><meta name="referrer" content="unsafe-url" /> <meta http-equiv="Content-Type" content="text/html; charset=UTF-8" /> <meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1, maximum-scale=5" /> <meta name="robots" content="index,follow" /> <meta name="referrer" content="unsafe-url" />  <title>eBay Money Back Guarantee | eBay.com.au</title> <meta name="description" content="eBay Money Back Guarantee - get the item you ordered or your money back" /> <meta name="image" content="https://ir.ebaystatic.com/pictures/aw/social/social-share-default.jpg" /> <link rel="canonical" href="https://pages.ebay.com.au/ebay-money-back-guarantee/" /> <meta property="fb:app_id" content="102628213125203" /> <meta name="og:title" content="eBay Money Back Guarantee" /> <meta name="og:description" content="eBay Money Back Guarantee - get the item you ordered or your money back" /> <meta name="og:image" content="https://ir.ebaystatic.com/pictures/aw/social/social-share-default.jpg" /> <meta name="og:image:secure_url" content="https://ir.ebaystatic.com/pictures/aw/social/social-share-default.jpg" /> <meta name="og:url" content="https://pages.ebay.com.au/ebay-money-back-guarantee/" /> <meta name="og:site_name" content="eBay.com.au" /> <meta name="og:locale" content="en" /> <meta name="og:type" content="website" /> <link rel="stylesheet" href="https://ir.ebaystatic.com/rs/c/market-sans-regular-bold-v2.css" /> <link rel="stylesheet" href="https://ir.ebaystatic.com/pictures/aw/pics/skinny/skinny-v2.4.2.min.css" /> <style> .circle_bckg, .custom-content .help__img, .custom-content .promise__img { height: 150px; background-position: center bottom; background-repeat: no-repeat !important; background-size: 100% 100% !important; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-pack: center; -webkit-justify-content: center; -ms-flex-pack: center; justify-content: center; -webkit-box-align: end; -webkit-align-items: flex-end; -ms-flex-align: end; align-items: flex-end; } .circle_bckg img, .custom-content .help__img img, .custom-content .promise__img img { width: 91px; } .custom-content { color: #111820; } .custom-content section { padding: 16px; } .custom-content .hide { display: none; } .custom-content .links { position: relative; background: #3665f3; font-weight: bold; font-size: 1rem; line-height: 1.5rem; color: white; } .custom-content .links #arrowIcon { -webkit-transform: rotate(90deg); -ms-transform: rotate(90deg); transform: rotate(90deg); margin-top: 4px; } .custom-content .links #arrowIcon.closeThis { -webkit-transform: rotate(-90deg); -ms-transform: rotate(-90deg); transform: rotate(-90deg); } .custom-content .links a { color: white; text-decoration: none; } .custom-content .links a:hover { text-decoration: underline; } .custom-content .links .close { position: absolute; background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/close_btc.svg"); background-repeat: no-repeat; background-position: top right; background-size: 20px 20px; top: 16px; right: 16px; content: "x"; display: block; width: 60px; height: 60px; cursor: pointer; } .custom-content .links li { min-height: 32px; } .custom-content .links ul { list-style: none; padding-left: 0; } .custom-content .links ul li { cursor: pointer; } .custom-content .links li > ul { font-weight: normal; } .custom-content .links li > ul #helpLink { cursor: pointer; } .custom-content .links li > ul li { line-height: initial; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-align: center; -webkit-align-items: center; -ms-flex-align: center; align-items: center; min-height: 32px; width: 100%; background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/left_arrow.svg"); background-position: left center; background-repeat: no-repeat; background-size: 14px auto; display: block; padding-left: 20px; font-size: 0.875rem; line-height: 1.5rem; padding-top: 6px; } .custom-content .header { position: relative; min-height: 680px; color: #3665f3; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-align: end; -webkit-align-items: flex-end; -ms-flex-align: end; align-items: flex-end; padding: 40px 16px; background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Hero_Image_Mobile_NonRetina.jpg"); background-position: center bottom; background-repeat: no-repeat; background-size: cover; -webkit-box-align: start; -webkit-align-items: start; -ms-flex-align: start; align-items: start; } .custom-content .header__text h1 { margin-top: 0; margin-bottom: 9px; } .custom-content .header__text h2 { font-style: normal; font-weight: 400; font-size: 1rem; line-height: 1.5rem; } .custom-content .header__text p { font-weight: 400; font-size: 0.6875rem; line-height: 1rem; } .custom-content .header .hamburger { position: absolute; top: 16px; right: 16px; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-align: start; -webkit-align-items: flex-start; -ms-flex-align: start; align-items: flex-start; -webkit-box-pack: end; -webkit-justify-content: flex-end; -ms-flex-pack: end; justify-content: flex-end; width: 60px; height: 60px; cursor: pointer; } .custom-content .promise { padding: 0; padding-top: 36px; } .custom-content .promise__img { background: url("https://ir.ebaystatic.com/cr/v/c01/gray.svg"); } .custom-content .promise__text { padding: 16px; background: #e5e5e5; } .custom-content .promise__text h3 { font-weight: 700; font-size: 1.4375rem; line-height: 1.875rem; } .custom-content .promise__text p { font-weight: 400; font-size: 1rem; line-height: 1.5rem; } .custom-content .guarantee { background: #3665f3; color: white; } .custom-content .guarantee__img { display: none; } .custom-content .guarantee a { color: white; } .custom-content .guarantee h3 { font-weight: 700; font-size: 25px; line-height: 30px; } .custom-content .guarantee p, .custom-content .guarantee ul { font-weight: 400; font-size: 16px; line-height: 24px; } .custom-content .guarantee ul { padding: 0 0 0 16px; } .custom-content .how { background: #e5e5e5; color: #111820; } .custom-content .how__items .numbers { display: none; } .custom-content .how a { color: #111820; } .custom-content .how h3 { font-weight: 700; font-size: 1.5625rem; line-height: 1.875rem; margin-bottom: 0; } .custom-content .how h4 { margin-top: 8px; font-weight: 700; font-size: 1rem; line-height: 1.5rem; } .custom-content .how p { font-size: 1rem; line-height: 1.5rem; margin-bottom: 36px; } .custom-content .how .smallp { font-size: 0.75rem; line-height: 1.25rem; } .custom-content .best { background: #f7f7f7; } .custom-content .best a { color: #171717; } .custom-content .best__items { display: grid; grid-template-rows: auto; grid-template-columns: 1fr; } .custom-content .best__items .item picture { padding-top: 37px; padding-bottom: 18px; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-pack: center; -webkit-justify-content: center; -ms-flex-pack: center; justify-content: center; -webkit-box-align: center; -webkit-align-items: center; -ms-flex-align: center; align-items: center; } .custom-content .best__items .item picture img { width: 100%; height: auto; max-width: 394px; max-height: 394px; } .custom-content .best__items .item:nth-child(1) { grid-row-start: 1; } .custom-content .best__items .item:nth-child(3) { grid-row-start: 3; } .custom-content .best__items .item:nth-child(5) { grid-row-start: 5; } .custom-content .best .small-icon { height: 40px; } .custom-content .best h3 { font-weight: 700; font-size: 1.5625rem; line-height: 1.875rem; } .custom-content .best h4 { font-weight: 700; font-size: 1rem; line-height: 24px; margin-top: 18px; } .custom-content .best p { font-weight: 400; font-size: 1rem; line-height: 1.5rem; } .custom-content .best .smallp { font-size: 0.75rem; line-height: 1.25rem; } .custom-content .help { color: white; padding: 0; padding-top: 36px; } .custom-content .help__img { background: url("https://ir.ebaystatic.com/cr/v/c01/blue.svg"); } .custom-content .help__text { padding: 16px; background: #111820; } .custom-content .help__text a { color: white; } .custom-content .help__text h3 { font-weight: 700; font-size: 1.5rem; line-height: 1.875rem; } .custom-content .help__text ul, .custom-content .help__text p { font-weight: 400; font-size: 1rem; line-height: 1.5rem; } .custom-content .help__text ul { padding-left: 27px; } .custom-content #faqs h3 { font-weight: 700; font-size: 1.5rem; line-height: 2.125rem; border-bottom: #111820 1px solid; padding-bottom: 16px; position: relative; } .custom-content #faqs h3:after { position: absolute; top: 0px; right: 30px; content: ""; width: 40px; height: 40px; display: block; background: url("https://ir.ebaystatic.com/cr/v/c01/minus.svg"); background-repeat: no-repeat; background-position: center; background-size: 20px; } .custom-content #faqs h3.close:after { background: url("https://ir.ebaystatic.com/cr/v/c01/plus.svg"); background-repeat: no-repeat; background-position: center; background-size: 20px; } .custom-content #faqs .points { font-weight: 700; font-size: 1.0625rem; line-height: 1.5rem; } .custom-content #faqs .expand { font-weight: 700; padding-right: 32px; } .custom-content #faqs .collapse { padding-left: 32px; padding-right: 32px; } .custom-content #faqs .collapse a { color: #111820; } .custom-content #faqs .expand, .custom-content #faqs .collapse { font-size: 0.875rem; line-height: 1.375rem; } .custom-content #faqs h3, .custom-content #faqs .expand { cursor: pointer; position: relative; padding-left: 32px; } .custom-content #faqs .expand:before { position: absolute; top: 0; left: 0; content: ""; height: 100%; width: 20px; display: block; background: url("https://ir.ebaystatic.com/cr/v/c01/plus.svg"); background-repeat: no-repeat; background-position: center; background-size: 90% auto; } .custom-content #faqs .expand.close:before { background: url("https://ir.ebaystatic.com/cr/v/c01/minus.svg"); background-repeat: no-repeat; background-position: center; background-size: 90% auto; } .custom-content #faqs .hide { display: none; } .custom-content #faqs .collapse.hide { display: none; } @media (min-width: 600px) { .custom-content { display: grid; grid-template-rows: auto; } .custom-content .hide { display: block; } .custom-content .links { grid-row-start: 2; padding: 16px; } .custom-content .links .close { display: none; } .custom-content .links ul { display: grid; grid-template-columns: repeat(4, 1fr); list-style-type: none; } .custom-content .links ul li { padding-right: 16px; } .custom-content .links li > ul { display: list-item; } .custom-content .links .hide { display: none; } .custom-content .header { background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Hero_Image_Mobile_Retina.jpg"); background-repeat: no-repeat; background-position: bottom right; background-size: cover; } .custom-content .header__text { max-width: 440px; } .custom-content .header .hamburger { display: none; } .custom-content .promise { padding: 36px; } .custom-content .promise__img { border-radius: 20px 20px 0px 0px; background: #e5e5e5; } .custom-content .promise__text { border-radius: 0px 0px 20px 20px; padding: 16px; } .custom-content .promise__text h3 { margin-top: 0; } .custom-content .guarantee { padding: 0; display: grid; grid-template-columns: 1fr 1fr; grid-template-rows: 370px auto auto; } .custom-content .guarantee__img { background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Mod2_Image_Desktop_Retina.jpg"); background-position: top right; background-repeat: no-repeat; background-size: cover; display: block; grid-column: 1/3; } .custom-content .guarantee__text1, .custom-content .guarantee__text2, .custom-content .guarantee__text3 { padding: 16px; } .custom-content .guarantee__text1 { padding-right: 32px; } .custom-content .guarantee__text3 { grid-column: 1/3; } .custom-content .guarantee h3 { line-height: 30px; } .custom-content .how__items { display: grid; grid-template-columns: repeat(3, 1fr); } .custom-content .how__items .numbers { display: block; margin-top: 32px; grid-column: 1/4; width: 77%; } .custom-content .how__items .item { padding-right: 32px; } .custom-content .how__items .item h3 { display: none; } .custom-content .best__items { display: grid; grid-template-columns: 1fr 1fr; padding-top: 32px; gap: 16px; } .custom-content .best__items h3 { margin-bottom: 0; } .custom-content .best__items .item { padding: 16px 0; } .custom-content .best__items .item picture { -webkit-box-align: center; -webkit-align-items: center; -ms-flex-align: center; align-items: center; } .custom-content .best__items .item picture img { width: 80%; } .custom-content .best__items .item--text { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-align: start; -webkit-align-items: flex-start; -ms-flex-align: start; align-items: flex-start; -webkit-box-pack: center; -webkit-justify-content: center; -ms-flex-pack: center; justify-content: center; -webkit-box-orient: vertical; -webkit-box-direction: normal; -webkit-flex-direction: column; -ms-flex-direction: column; flex-direction: column; } .custom-content .best__items .item--text p, .custom-content .best__items .item--text h4 { margin-bottom: 0; } .custom-content .best__items .item:nth-child(1) { grid-column: 2; grid-row: 1; } .custom-content .best__items .item:nth-child(3) { grid-column: 1; grid-row: 2; } .custom-content .best__items .item:nth-child(5) { grid-column: 2; grid-row: 3; } .custom-content .help { padding: 36px; } .custom-content .help__img { border-radius: 20px 20px 0px 0px; background: #111820; } .custom-content .help__text { border-radius: 0px 0px 20px 20px; padding: 16px; } } @media (min-width: 960px) { .custom-content .links { padding: 23px 93px; } .custom-content .header { background: url("https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Hero_Image_Desktop_Retina.jpg"); background-repeat: no-repeat; background-position: bottom right; background-size: cover; min-height: auto; height: 558px; padding: 93px 109px 43px 93px; } .custom-content .header__text { max-width: 440px; } .custom-content .header__text h1 { max-width: 390px; font-size: 2.875rem; line-height: 3.25rem; } .custom-content .header__text h2 { margin-bottom: 76px; font-size: 1rem; line-height: 1.5rem; } .custom-content .header__text p { font-size: 0.75rem; } .custom-content .promise { padding: 78px; display: grid; grid-template-columns: 55% 1fr; grid-template-rows: 1fr; } .custom-content .promise__img { border-radius: 0px 20px 20px 0px; grid-column-start: 2; grid-row-start: 1; height: 100%; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-pack: end; -webkit-justify-content: flex-end; -ms-flex-pack: end; justify-content: flex-end; -webkit-box-align: center; -webkit-align-items: center; -ms-flex-align: center; align-items: center; padding-right: 90px; } .custom-content .promise__img img { width: 193px; } .custom-content .promise__text { grid-column-start: 1; grid-row-start: 1; padding: 60px 20px 60px 48px; border-radius: 20px 0px 0px 20px; } .custom-content .promise__text h3 { font-size: 2.875rem; line-height: 3.25rem; margin-bottom: 16px; } .custom-content .guarantee__text1 { padding-top: 60px; padding-left: 109px; padding-right: 115px; background: url("https://ir.ebaystatic.com/cr/v/c01/vertical-bar.svg"); background-position: right 111px; background-size: auto 65%; background-repeat: no-repeat; } .custom-content .guarantee__text2 { padding-top: 60px; padding-right: 109px; padding-left: 115px; } .custom-content .guarantee__text3 { padding: 0px 109px 49px 109px; } .custom-content .guarantee h3 { font-size: 2.625rem; line-height: 3.25rem; margin-bottom: 16px; } .custom-content .guarantee p, .custom-content .guarantee ul { font-size: 1rem; line-height: 1.5rem; } .custom-content .how { padding: 62px 109px; } .custom-content .how h3 { font-size: 2.875rem; line-height: 3.25rem; } .custom-content .how h4 { font-size: 1.3125rem; line-height: 1.5rem; } .custom-content .how p { font-size: 1rem; line-height: 1.5rem; } .custom-content .how__items .numbers { margin-top: 81px; margin-bottom: 32px; } .custom-content .how__items .item { padding-right: 76px; } .custom-content .best { padding: 71px 109px; } .custom-content .best__items { padding-top: 32px; gap: 32px; } .custom-content .best__items .item { padding: 16px 0; } .custom-content .best__items .item picture img { max-width: 394px; } .custom-content .best__items .item--text p, .custom-content .best__items .item--text h4 { margin-bottom: 0; } .custom-content .best .small-icon { height: 77px; } .custom-content .best h3 { margin-top: 0; font-size: 2.875rem; line-height: 3.25rem; } .custom-content .best h4 { font-size: 1.3125rem; line-height: 1.5rem; } .custom-content .best p { font-size: 1rem; line-height: 1.5rem; } .custom-content .help { padding: 78px; display: grid; grid-template-columns: 55% 1fr; grid-template-rows: 1fr; } .custom-content .help__img { border-radius: 0px 20px 20px 0px; grid-column-start: 2; grid-row-start: 1; height: 100%; display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; -webkit-box-pack: end; -webkit-justify-content: flex-end; -ms-flex-pack: end; justify-content: flex-end; -webkit-box-align: center; -webkit-align-items: center; -ms-flex-align: center; align-items: center; padding-right: 90px; } .custom-content .help__img img { width: 193px; } .custom-content .help__text { grid-column-start: 1; grid-row-start: 1; padding: 60px 48px; border-radius: 20px 0px 0px 20px; } .custom-content .help__text h3 { font-size: 2.875rem; line-height: 3.25rem; margin-bottom: 16px; } .custom-content #faqs { padding: 0 78px; } .custom-content #faqs h3 { font-weight: 700; font-size: 2.875rem; line-height: 3.25rem; padding-left: 48px; } .custom-content #faqs h3:after { top: 0px; right: 30px; width: 80px; height: 100%; background-size: 30px; } .custom-content #faqs h3.close:after { background-size: 30px; } .custom-content #faqs .points { padding-left: 48px; font-size: 1.25rem; line-height: 1.5rem; margin-top: 50px; } .custom-content #faqs .expand { font-size: 1rem; line-height: 1.5625rem; position: relative; } .custom-content #faqs .expand:before { left: 67px; } .custom-content #faqs .expand, .custom-content #faqs .collapse { padding-left: 100px; } } </style> </head> <body class="ski-body"> <div class="ski-glbheader ski-glbheader--1248"> <script type="text/javascript" src="https://secureinclude.ebaystatic.com/js/v/au/ebaybase.js"></script><script type="text/javascript" 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href="#guarantee">How it works</a></li> <li id="helpLink"> Help with an item <img id="arrowIcon" src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/left_arrow.svg" alt="arrow icon" width="14px" class="" /> <ul id="secondList" class="hide"> <li><a href="#itemNotDelivered">Item not delivered</a></li> <li><a href="#itemNotDamaged">Damaged or does not match description</a></li> <li><a href="#itemFitment" target="_top">You ordered a car part that doesn't fit your vehicle</a></li> </ul> </li> <li><a href="#help">Customer service</a></li> <li><a href="#faqs">FAQs</a></li> </ul> </section> <section id="header" class="header"> <div class="header__text"> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/embg_logo.svg" alt="eMBG Logo" /> <h1>eBay Money Back Guarantee</h1> <h2>Get the item you ordered, or your money back.*</h2> <p>eBay Money Back Guarantee is not intended to replace your consumer rights nor a seller’s obligations under the Australian Consumer Law, but to provide a fast & easy resolution when you have a problem with a purchase on eBay.</p> <p> *For full eligibility criteria and all terms & conditions, read our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210"> eBay Money Back Guarantee policy.</a> </p> <div id="hamburger" class="hamburger"> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/hamburger.svg" alt="hamburger icon" /> </div> </div> </section> <section id="promise" class="promise"> <div class="promise__img"> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Icon_Package.svg" alt="Box" /> </div> <div class="promise__text"> <h3>Care free shopping, that’s our promise</h3> <p>Most purchases are a breeze from start to finish. If any issues arise, sellers will address your concerns straight away in almost every case.</p> <p>On rare occasions, you might not get your item as expected. For eligible purchases, we go the extra mile to make sure that you get the item you ordered. If this is not possible, we will refund the purchase price & original postage costs.</p> </div> </section>  <section id="guarantee" class="guarantee"> <div class="guarantee__img"></div> <div class="guarantee__text1"> <h3>When does this guarantee apply?</h3> <ul> <li>If your item doesn’t arrive, is damaged or doesn’t match the listing.</li> <li>If the seller doesn’t honour the return policy included in the listing.</li> <li>If the seller hasn’t resolved your issue within 3 business days or you cannot agree on a solution.</li> </ul> </div> <div class="guarantee__text2"> <h3>Eligibility for the guarantee</h3> <p> Most types of items on eBay.com.au are eligible for <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210"> eBay Money Back Guarantee</a>. For your purchase to be covered, you must pay via eBay checkout using an eligible payment method. You also need to make your claim within the time frames stated in the policy. </p> </div> <div class="guarantee__text3"> <p> To be protected by eBay Money Back Guarantee, certain payment methods must be used and all eligibility requirements and deadlines must be met. Category/item exclusions apply. For full eligibility criteria and all terms and conditions, read our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210"> eBay Money Back Guarantee policy</a>. </p> </div> </section> <section id="how" class="how"> <h3>How eBay Money Back Guarantee works</h3> <div class="how__items"> <img class="numbers" src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/123_Lockup.svg" alt="123" /> <div class="item"> <h3>Step 1:</h3> <h4>Start a claim</h4> <p> If an item hasn’t arrived or isn’t as described, go to <strong>My eBay</strong>, select the item in your <a href="https://www.ebay.com.au/myb/PurchaseHistory">Purchase history</a>, then select <a href="#itemNotDamaged"> Return this item</a> or <a href="#itemNotDelivered"> I didn’t receive it</a>.* </p> </div> <div class="item"> <h3>Step 2:</h3> <h4>Let us know if it’s not resolved</h4> <p>If the seller hasn’t resolved your issue after 3 business days, you can ask us to step in & help.</p> </div> <div class="item"> <h3>Step 3:</h3> <h4>We’ll get your money back fast</h4> <p>You can count on hearing from us within 48 hours.</p> </div> </div> <p class="smallp"> *You need to do this within the time frames stated in our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210"> eBay Money Back Guarantee policy</a>. </p> </section> <section id="best" class="best"> <h3>The best solution for you</h3> <div class="best__items"> <div class="item"> <picture> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/AUO-45640/No-item.gif" alt="instructions gif" width="273" height="273" loading="lazy" /> </picture> </div> <div id="itemNotDelivered" class="item item--text"> <img class="small-icon" src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Icon_NotDelivered.svg" alt="item not deliverd" /> <h4>Your item was not delivered</h4> <p> If the estimated delivery date for your item has passed, go to your <a href="https://www.ebay.com.au/myb/PurchaseHistory">Purchase history</a> & select <strong>I didn’t receive it</strong>. </p> <p>This opens a request so we can track the seller’s response. You can ask us to step in & help if the seller has not resolved your concerns within 3 business days.</p> </div> <div class="item"> <picture> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/AUO-45640/Return-item.gif" alt="instructions gif" width="273" height="273" loading="lazy" /> </picture> </div> <div id="itemNotDamaged" class="item item--text"> <img class="small-icon" src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Icon_DamagedItem.svg" alt="instructions gif" /> <h4>Your item is damaged or does not match the description</h4> <p> To return an item, go to your <a href="https://www.ebay.com.au/myb/PurchaseHistory">Purchase history</a> & open a return request. </p> <p>We can track the seller’s response to your request. You can ask us to step in & help if the seller has not resolved your concerns within 3 business days.</p> </div> <div class="item"> <picture> <img src="https://ir.ebaystatic.com/cr/v/c01/AUO-45776-ebay-money-back-guarantee/fitment.gif" alt="instructions gif" width="273" height="273" loading="lazy" /> </picture> </div> <div id="itemFitment" class="item item--text"> <img class="small-icon" src="https://ir.ebaystatic.com/pictures/aw/pics/au/AUO-45640/Icon_Fitment.svg" alt="instructions gif" /> <h4>You ordered a car part that doesn't fit your vehicle</h4> <p>If you've ordered a car part that doesn't fit your vehicle, go to your Purchase history & open a return request.*</p> <p>Select <strong>Doesn't fit my vehicle</strong> as the reason for return.</p> <p class="smallp"> *Additional coverage only applies to items listed in a category within <strong>Car & Truck Parts & Accessories</strong> where sellers can add vehicle compatibility information & not listed as a ‘Universal Fitment’ item. <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210">T&Cs apply</a> </p> </div> <div class="item"> <picture> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/AUO-45640/Contact-seller.gif" alt="instructions gif" width="273" height="273" loading="lazy" /> </picture> </div> <div class="item item--text"> <img class="small-icon" src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Icon_ContactSeller.svg" alt="contact seller" /> <h4>You have a different issue</h4> <p> To resolve a different issue, go to your <a href="https://www.ebay.com.au/myb/PurchaseHistory">Purchase history</a> & contact the seller. </p> </div> </div> </section> <section id="help" class="help"> <div class="help__img"> <img src="https://ir.ebaystatic.com/pictures/aw/pics/au/campaigns/AUO-44960/Icon_HereToHelp.svg" alt="Box" /> </div> <div class="help__text"> <h3>We’re here to help</h3> <p>We will find a solution for you if:</p> <ul> <li>You haven’t received an answer from the seller after 3 business days.</li> <li>You couldn’t agree on a solution with the seller.</li> </ul> <p> Getting in touch with us is easy. Simply go to <a href="https://www.ebay.com.au/help/home"> Customer Service</a>, select Contact us & follow the prompts to chat online or have us call you. </p> </div> </section> <section id="faqs"> <h3 id="faqs__h3" class="close">FAQ</h3> <div id="faqs__container" class="hide"> <h4 class="points">1. Problem with your purchase</h4> <h4 class="expand">What types of purchase does eBay Money Back Guarantee cover?</h4> <div class="collapse hide"> <p> You’re covered by eBay Money Back Guarantee on eBay.com.au when you pay via eBay checkout using an eligible payment method.<br /><br />It covers most types of items but excludes vehicles, heavy machinery, real estate, websites and businesses for sale, services, travel and event tickets, digital goods and intangible items, or anything listed as a Classified Ad.<br /><br /> Eligible payment methods and full list of exclusions can be found in our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210"> eBay Money Back Guarantee policy page</a>. </p> </div> <h4 class="expand">What should I do if I haven’t received an item?</h4> <div class="collapse hide"> <p> Check your order’s delivery information in your <a class="uline" href="https://www.ebay.com.au/myb/PurchaseHistory#PurchaseHistoryOrdersContainer?">Purchase history</a>. You’ll see the estimated delivery date, and the address it’s being sent to.<br /><br />If the estimated delivery date has passed, select <strong>More actions</strong> beside your item and then <strong>I didn’t receive it</strong>.<br /><br /> This opens a request so we can track the seller’s response. You can check the status of the request at any time, and ask us to step in and help if the seller has not resolved your concerns within 3 business days. </p> </div> <h4 class="expand">What should I do if I’ve received something that doesn’t match the item listing?</h4> <div class="collapse hide"> <p> Find the item in your <a href="https://www.ebay.com.au/myb/PurchaseHistory#PurchaseHistoryOrdersContainer?">Purchase history</a> and select <strong>Return this item</strong>. Select your return reason and provide the seller with relevant details and images.<br /><br />Once your return request is opened, we can track the seller’s response. You can check the status of the request at any time, and ask us to step in and help if the seller has not resolved your concerns within 3 business days. </p> </div> <h4 class="expand">What determines if an item is ‘not as described’?</h4> <div class="collapse hide"> <p> Sellers are required to deliver the item as it was described in the listing. An item is considered ‘<strong>not as described</strong>’ if you receive the wrong item or the item arrives broken, damaged or faulty (and was not clearly described as such). Examples include:<br /><br />• Different item or version<br />• Wrong condition (e.g. the listing stated the item was ‘new’ when it’s clearly been used)<br />• Missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it’s missing)<br />• Defective during first use (e.g. TV didn’t turn on)<br />• Counterfeit item<br />• Missing major parts or features, and this wasn’t mentioned in the listing<br />• Damaged during postage<br /><br />When you open a return request, or if eBay is asked to step in, you may be asked to provide further information or photos related to the return reason. </p> </div> <h4 class="expand">What if I change my mind and no longer want something?</h4> <div class="collapse hide"> <p> Most sellers offer returns – check the listing for full details of their return policy, including how long you have to return it and who’s responsible for paying return postage costs.<br /><br />To return an item, find it in your <a class="uline" href="https://www.ebay.com.au/myb/PurchaseHistory#PurchaseHistoryOrdersContainer?" >Purchase history</a > and select <strong>Return this item</strong>. Learn more about <a class="uline" href="https://www.ebay.com.au/help/buying/refunds-returns-buying/start-return?id=4041">returning an item</a>.<br /><br />If a seller doesn’t honour their returns policy or doesn’t issue a refund after receiving the item back, you can ask eBay to step in and help. </p> </div> <h4 class="expand">What happens once I’ve contacted the seller?</h4> <div class="collapse hide"> <p> Sellers should get back to you quickly to offer a resolution. They may ask you to provide further information.<br /><br />For an item that hasn’t arrived, your seller should provide an update on the delivery of the item if they’ve used a courier or have tracking. They should offer a replacement or refund if something is lost.<br /><br />If you received something that wasn’t as described, your seller will often ask you to return it and then send a refund or a replacement.<br /><br />If a part was missing or requires repair, your seller may offer to send the missing part, or offer a partial refund. </p> </div> <h4 class="expand">What should I do when the seller asks me to return an item?</h4> <div class="collapse hide"> <p> Many sellers ask you to return an item before they send a refund or replacement. Send your item back to the seller so they can do this.<br /><br />For most returns, you’ll be able to <a href="https://www.ebay.com.au/help/buying/returns-refunds/returning-item/return-shipping?id=4066">print a tracked return postage label</a>. Simply attach it to the parcel and drop the parcel off.<br /><br />If no return label is available, make sure you use a tracked postage service to send the item back, and upload the tracking details to the return request. </p> <p> If no return label is available, make sure you use a tracked postage service to send the item back, and upload the tracking details to the return request. If you’re returning an item that has a total cost of $750 or more, you’ll need to use a tracked service with signature confirmation. Learn more about <a href="https://www.ebay.com.au/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154">signature confirmation requirements</a>. </p> </div> <h4 class="expand">What should I do once the seller has resolved my issue?</h4> <div class="collapse hide"> <p> If you’re happy with the resolution provided by the seller and you don’t need eBay to step in, go to <a class="uline" href="https://www.ebay.com.au/mbf/PurchaseHistory?MyeBay"><strong>My eBay</strong></a > and close the request.<br /><br />Before you close the request, you should make sure it’s fully resolved – for example, you’ve received the refund promised.<br /><br />Once a request is closed, you can’t re-open it. </p> </div> <h4 class="points">2. Not resolved? Let us know</h4> <h4 class="expand">The seller didn’t resolve my issue – how do I ask eBay to help?</h4> <div class="collapse hide"> <p>If you have a request that’s been open for more than 3 business days, you can ask us to review it.<br /><br />Go to your open request in My eBay and select <strong>Ask eBay to step in</strong>.</p> </div> <h4 class="expand">How long do I have to get in contact if I have a problem?</h4> <div class="collapse hide"> <p>To be covered by eBay Money Back Guarantee, you need to:</p> <ul> <li>Report that an item hasn’t arrived or was not available for collection within 30 calendar days from the estimated or actual delivery/collection date</li> <li>Request a return 30 calendar days from the estimated or actual delivery date or within the seller’s stated returns window, whichever is longer. If you’re returning the item to the seller, make sure you post it by the date specified in the return request.</li> </ul> <p>If you’re not happy with the seller’s solution and 3 business days have passed since you opened the request, you can ask us to step in and help.</p> <p>If there is no activity on your request and you don’t ask us to step in, your request may close automatically 21 days after you opened it. We’ll send you reminders so you don’t forget. </p> <p> For full details of actions and time frames, please read our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210" target="_blank" rel="nofollow noopener">eBay Money Back Guarantee policy</a>. </p> </div> <h4 class="points">3. We’ll sort it out</h4> <h4 class="expand">What happens when I ask eBay to help?</h4> <div class="collapse hide"> <p> If you ask us to step in on your request, we’ll review all of the information and get back to you within 48 hours. Learn more about <a href="https://www.ebay.com.au/help/buying/default/ask-ebay-to-step-in?id=4701">asking eBay to help</a>. </p> </div> <h4 class="expand">How will I receive my refund?</h4> <div class="collapse hide"> <p> The purchase price and the original postage cost is refunded to your original payment method. (Note that for purchases paid using Afterpay, Afterpay will refund your card and/or adjust your repayment plan accordingly.)<br /><br />If we’re unable to refund your original payment method, we’ll refund you as described in our <a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210">eBay Money Back Guarantee policy</a>. </p> </div> </div> </section> </div> </main> <div id="ski-foot"> <div class="ski-foot-container ski-foot-container--1248"> <script src="https://ir.ebaystatic.com/rs/c/globalheaderweb/runtime.658fa8d4.js" crossorigin async></script><script src="https://ir.ebaystatic.com/rs/c/globalheaderweb/footer_klGx.a05ebba9.js" crossorigin async></script><link rel="stylesheet" href="https://ir.ebaystatic.com/rs/c/globalheaderweb/footer_klGx.b07a98ae.css"><div class="ghw ghw--loaded" id=glbfooter><footer class=gh-footer><ul class=gf-small-links><li class=gf-small-links__link><a _exsp=m571.l2602 href=https://www.ebayinc.com>About eBay</a></li><li class=gf-small-links__link><a _sp=m571.l2935 href=https://community.ebay.com.au/t5/eBay-Announcements/bg-p/eBayAnnouncements>Announcements</a></li><li class=gf-small-links__link><a _sp=m571.l1540 href=https://community.ebay.com.au>Community</a></li><li class=gf-small-links__link><a _exsp=m571.l3508 href=https://www.ebayinc.com/stories/press-room/au/ >Media Centre</a></li><li class=gf-small-links__link><a _sp=m571.l1613 href=https://www.ebay.com.au/sellercentre>Seller Centre</a></li><li class=gf-small-links__link><a _sp=m571.l2604 href=https://www.ebay.com.au/help/policies/policies/ebays-rules-policies?id=4205>Policies</a></li><li class=gf-small-links__link><a _exsp=m571.l2938 href=https://www.ebayads.com>Advertise</a></li><li class=gf-small-links__link><a _sp=m571.l1545 href=https://www.ebay.com.au/help/home>Help</a></li><li class=gf-small-links__link><a _sp=m571.l2909 href=https://pages.ebay.com.au/sitemap.html>Site Map</a></li></ul><div class=gf-legal>Copyright © 1995-2024 eBay Inc. 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