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aria-label="Search eBay Help..." autocomplete=off></div><button id=sr-action aria-label=Search class=icon-btn data-ebayui type=button><svg class="icon icon--20" focusable=false aria-hidden=true><defs><symbol viewbox="0 0 20 20" id=icon-search-20><path fill-rule=evenodd d="M13.05 14.463a7.5 7.5 0 1 1 1.414-1.414l4.243 4.244a1 1 0 0 1-1.414 1.414l-4.244-4.244ZM14 8.5a5.5 5.5 0 1 1-11 0 5.5 5.5 0 0 1 11 0Z" clip-rule=evenodd></path></symbol></defs><use href=#icon-search-20></use></svg></button><input type=hidden name=origin value=2></div></form><div aria-live=polite role=dialog hidden></div></div><div aria-live=polite></div></div></div><ul><li><a href=#section1>Coverage, eligibility requirements, and exclusions</a></li><li><a href=#section2>When the buyer doesn't receive an item</a></li><li><a href=#section3>When the item received by the buyer doesn't match the listing</a></li><li><a href=#section4>When the seller doesn't fulfil their return policy</a></li><li><a href=#section5>Return requirements and return postage</a></li><li><a href=#section6>Estimated and actual delivery dates</a></li><li><a href=#section7>Appeals and extensions</a></li><li><a href=#section8>Refunds, payment holds and reimbursements</a></li><li><a href=#section9>Loss of coverage</a></li><li><a href=#section10>Other terms and related policies</a></li></ul></div><div class=article_body><div class=article_sum><p>To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee.</p> </div><div class=article_main_container><div itemscope itemtype=http://schema.org/Article><div itemprop=articleBody><div class=article_main><p>For all the details of how eBay Money Back Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read our full policy.</p> <div class="link_section"> <p>Need to report a problem or not sure about the next steps?</p> <table class="standard"> <tbody> <tr> <td style="vertical-align: top;"> <p>For buyers:</p> <ul> <li><a href="/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042">Get help with an item that hasn't arrived</a></li> <li><a href="/help/buying/returns-refunds/return-item-refund?id=4041">Return an item for a refund</a></li> </ul> </td> <td style="vertical-align: top;"> <p>For sellers:</p> <ul> <li><a href="/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116">Help a buyer with an item that hasn't arrived</a></li> <li><a href="/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115">How to handle a return request</a></li> </ul> </td> </tr> </tbody> </table> </div> <h2 id="section1"><a id="coverage" name="coverage"></a>Coverage, eligibility requirements, and exclusions</h2> <p>eBay Money Back Guarantee applies when:</p> <ul> <li><a href="#not-received">The buyer doesn't receive an item</a></li> <li><a href="#not-described">The item received by the buyer doesn't match the listing</a>, for example: <ul style="list-style-type:circle;"> <li>The seller sent the wrong item, or</li> <li>The item arrives broken, damaged, or faulty</li> </ul> </li> <li><a href="#return-policy">The seller doesn't fulfil their return policy</a> as stated in the listing</li> </ul> <p><strong>As a buyer, for your transaction to be eligible for eBay Money Back Guarantee:</strong></p> <ul> <li>You must complete and pay for your purchase on eBay.co.uk using an <a href="#eligible-payment">eligible payment method</a> at checkout;</li> <li>You must meet the requirements specified in this policy, including taking action within the required time frames;</li> <li>The item may not be an <a href="#excluded-items">excluded item</a> or subject to any <a href="#additional-exclusions">additional exclusions</a>; and</li> <li>You may not seek resolution for the same issue by <a href="#duplicate">another resolution method</a></li> </ul> <p><strong>As a seller, for transactions where eBay Money Back Guarantee applies:</strong></p> <ul> <li>You are responsible for delivering the item that was described in the listing, honouring your stated return policy, and providing a resolution when a buyer reports a problem with an order</li> <li>If the purchase was completed on eBay.co.uk, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site</li> </ul> <div style="overflow-x: auto;"> <table class="standard"> <thead> <tr> <td colspan="2"> <p>Eligible payment methods, excluded items, additional exclusions</p> </td> </tr> </thead> <tbody> <tr> <td style="vertical-align: top;"><a id="eligible-payment" name="eligible-payment"></a> <p>Eligible payment methods</p> </td> <td style="vertical-align: top;"> <p><strong>Eligible for coverage, when paid via eBay checkout:</strong></p> <ul> <li>Credit card or debit card</li> <li>PayPal or PayPal Credit</li> <li>Apple Pay or Google Pay</li> <li><a href="/help/selling/ebay-balance/ebay-balance?id=5305">eBay balance</a></li> <li>Klarna</li> </ul> <p><strong>Not covered:</strong></p> <ul> <li>Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services)</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"><a id="excluded-items" name="excluded-items"></a> <p>Excluded items</p> </td> <td style="vertical-align: top;"> <ul> <li>Real Estate, Websites, Businesses for Sale</li> <li>Digital content, Intangible goods, Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs</li> <li>Classified Ads</li> <li>Services</li> <li>Travel tickets or vouchers</li> <li>Industrial construction machinery</li> <li>Motor vehicles, including recreational vehicles, aircraft and boats</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"><a id="additional-exclusions" name="additional-exclusions"></a> <p>Additional exclusions and special coverage</p> </td> <td style="vertical-align: top;"> <ul> <li><a href="#specialcoverage-inr">Exclusions and special coverage when an item isn't received</a></li> <li><a href="#specialcoverage-snad">Exclusions and special coverage when the item doesn't match the listing</a></li> </ul> </td> </tr> </tbody> </table> </div> <h3>International purchases</h3> <p>When a seller offers an international postage option (such as worldwide postage), or doesn't <a href="/help/policies/selling-policies/international-selling-policy?id=4689#section3">exclude international postage</a> in their postage settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing.</p> <p>Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller.</p> <p>For more information about buying and selling internationally, please see our policies on <a href="/help/policies/selling-policies/international-selling-policy?id=4689">International selling</a> and <a href="/help/policies/prohibited-restricted-items/international-trading-policy?id=4338">International trading</a>.</p> <div class="expand_collapse_list"> <p class="title"><strong>eBay Money Back Guarantee programmes on international eBay sites</strong></p> <div class="hide"> <p><strong>eBay Money Back Guarantee:</strong></p> <ul> <li><a href="https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210" target="_blank">ebay.com<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4210" target="_blank">ebay.co.uk<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210" target="_blank">ebay.com.au<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210" target="_blank">ebay.ca<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.cafr.ebay.ca/help/policies/ebay-money-back-guarantee-policy/garantie-de-remboursement-ebay?id=4210" target="_blank">cafr.ebay.ca<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.ie/pages/help/policies/money-back-guarantee.html" target="_blank">ebay.ie<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.nl/pages/help/policies/money-back-guarantee.html" target="_blank">ebay.nl<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.pl/pages/help/policies/money-back-guarantee.html" target="_blank">ebay.pl<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.benl.ebay.be/pages/help/policies/money-back-guarantee.html" target="_blank">benl.ebay.be<span class="g-hdn"> - opens in new window or tab</span></a></li> </ul> <p><strong>eBay Buyer Protection:</strong></p> <ul> <li><a href="https://www.ebay.de/help/policies/ebay-money-back-guarantee-policy/grundsatz-zum-ebaykuferschutz?id=4210" target="_blank">ebay.de<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.at/pages/help/policies/buyer-protection.html" target="_blank">ebay.at<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.ch/pages/help/policies/buyer-protection.html" target="_blank">ebay.ch<span class="g-hdn"> - opens in new window or tab</span></a></li> </ul> <p><strong>eBay Customer Guarantee:</strong></p> <ul> <li><a href="https://www.ebay.fr/help/policies/ebay-money-back-guarantee-policy/la-garantie-client-ebay?id=4210" target="_blank">ebay.fr<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.it/help/policies/ebay-money-back-guarantee-policy/garanzia-cliente-ebay?id=4210" target="_blank">ebay.it<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.ebay.es/help/policies/ebay-money-back-guarantee-policy/garanta-al-cliente-de-ebay?id=4210" target="_blank">ebay.es<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://www.befr.ebay.be/pages/help/policies/money-back-guarantee.html" target="_blank">befr.ebay.be<span class="g-hdn"> - opens in new window or tab</span></a></li> </ul> </div> </div> <h2 id="section2"><a id="not-received" name="not-received"></a>When the buyer doesn't receive an item</h2> <ul> <li><a href="#actions-inr">Actions and timeframes<span class="g-hdn"> when the buyer doesn't receive an item</span></a></li> <li><a href="#outcome-inr">Deciding the outcome<span class="g-hdn"> when the buyer doesn't receive an item</span></a></li> <li><a href="#specialcoverage-inr">Exclusions and special coverage<span class="g-hdn"> when the buyer doesn't receive an item</span></a></li> </ul> <p>Sellers are required to deliver the item to the address in the <strong>Order details</strong>, unless the buyer selected a local collection option.</p> <p>If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original postage costs (if applicable).</p> <h3><a id="actions-inr" name="actions-inr"></a>Actions & time frames when the buyer doesn't receive an item</h3> <div style="overflow-x: auto;"> <table class="standard"> <thead> <tr> <td style="width: 50%;"> <p><strong>Action</strong></p> </td> <td> <p><strong>Time frame</strong></p> </td> </tr> </thead> <tbody> <tr> <td style="vertical-align: top;"> <p><strong>The buyer reports that the item hasn't arrived or was not available for collection</strong></p> <a class="icon_action_btn" href="/help/action?topicid=4042" target="_blank">Report an item that hasn't arrived</a></td> <td style="vertical-align: top;"> <p>Earliest:</p> <ul> <li>Once the <a href="#delivery-dates">estimated or actual delivery/collection date</a> has passed</li> </ul> <p>Latest:</p> <ul> <li>30 calendar days after the <a href="#delivery-dates">estimated or actual delivery/collection date</a> has passed</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p><strong>The seller responds to the buyer's report</strong></p> <p>The seller is required to respond and provide either tracking information, delivery updates, or a refund.</p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>3 business days after the report date</li> </ul> <p class="inline-alert">If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered.</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p><strong>Ask eBay to step in</strong></p> <p>If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help.</p> <p> </p> <p class="inline-alert">eBay may step in without the buyer asking if there is no <a href="#proof-delivery">valid tracking information</a> available.</p> </td> <td style="vertical-align: top;"> <p>Earliest:</p> <ul> <li>3 business days after the report date</li> </ul> <p>Latest:</p> <ul> <li>21 business days after the report date</li> </ul> </td> </tr> </tbody> </table> </div> <h3><a id="outcome-inr" name="outcome-inr"></a>Deciding the outcome when the buyer doesn't receive an item</h3> <p>When eBay is asked to step in and the transaction meets our <a href="#coverage">eligibility requirements</a>, we will look for:</p> <ul> <li>Evidence of successful delivery to the address provided in the <strong>Order details</strong>, or</li> <li>Proof that the buyer collected the item</li> </ul> <p>If we determine that the item was not successfully delivered or collected:</p> <ul> <li>The buyer will receive a refund for the full cost of the item and original postage, and</li> <li>The seller may be required to reimburse eBay for the amount of the refund</li> </ul> <p><a id="proof-delivery" name="proof-delivery"></a><strong>Evidence of successful delivery</strong><br /> We require all of the following to prove a successful on-time delivery:</p> <ul> <li>Tracking number that can be validated on the shipping carrier's website and which was <a href="/help/selling/shipping-items/tracking-items-youve-sold?id=4088">uploaded to eBay</a> before the <a href="#delivery-dates">latest estimated delivery date</a>;</li> <li>A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);</li> <li>The date of delivery or attempted delivery;</li> <li>The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the <strong>Order details</strong> page; and</li> <li>Signature confirmation, on orders with a total cost of £450 or more. Learn more about our <a href="/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154">signature confirmation requirements</a>.</li> </ul> <p><strong>Proof that the buyer collected the item</strong><br /> For local collection items, evidence that the buyer has received the item may include:</p> <ul> <li>A copy of the eBay order details, signed by the buyer at the time of collection</li> <li>The seller using the eBay app to <a href="/help/selling/posting-items/setting-postage-options/local-pickup?id=4181">scan the buyer's QR code</a> or manually enter the buyer's 6-digit pickup code at the time of collection</li> </ul> <h3><a id="specialcoverage-inr" name="specialcoverage-inr"></a>Exclusions and special coverage when the buyer doesn't receive an item</h3> <div style="overflow-x: auto;"> <table class="standard"> <tbody> <tr> <td style="vertical-align: top; width: 40%;"> <p>Items collected by a third party on behalf of the buyer</p> </td> <td style="vertical-align: top;"> <p>Not covered</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer arranged their own delivery method, such as a courier pickup</p> </td> <td style="vertical-align: top;"> <p>Not covered</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer provided an invalid or incorrect address at checkout</p> </td> <td style="vertical-align: top;"> <p>Not covered</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item was sent to another address after original delivery</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The item was forwarded as part of an eBay programme such as: <ul style="list-style-type:circle;"> <li>Global Shipping Programme</li> <li><a href="https://pages.ebay.co.uk/international-shipping/" target="_blank">eBay International Shipping<span class="g-hdn"> - opens in new window or tab</span></a></li> <li>eBay <a href="#authenticity">Authenticity Guarantee</a></li> </ul> </li> </ul> <p>Not covered:</p> <ul> <li>The buyer used third-party freight forwarding or mail redirection</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item was posted internationally and didn't clear customs because fees or duties weren't paid</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher</li> </ul> <p>Not covered:</p> <ul> <li>The buyer didn't pay applicable customs fees or duties for any other reason</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer chose a Click & Collect delivery option</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The item did not arrive at the collection point</li> </ul> <p>Not covered:</p> <ul> <li>The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer refused delivery of the item</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The item arrived with postage cost still owing because the seller didn't apply enough postage</li> </ul> <p>Not covered:</p> <ul> <li>The buyer refused delivery for any other reason</li> </ul> <p class="inline-alert">If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the <a href="#not-described">item doesn't match the listing</a>.</p> </td> </tr> </tbody> </table> </div> <h2 id="section3"><a id="not-described" name="not-described"></a>When the item received by the buyer doesn't match the listing</h2> <ul> <li><a href="#actions-snad">Actions and timeframes<span class="g-hdn"> when the item received by the buyer doesn't match the listing</span></a></li> <li><a href="#outcome-snad">Deciding the outcome<span class="g-hdn"> when the item received by the buyer doesn't match the listing</span></a></li> <li><a href="#specialcoverage-snad">Exclusions and special coverage<span class="g-hdn"> when the item received by the buyer doesn't match the listing</span></a></li> </ul> <p>Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns.</p> <p>Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.</p> <p>Both buyers and sellers must meet all applicable <a href="#requirements">return requirements</a>. If an item is being returned, the seller is responsible for <a href="#return-shipping">return postage</a>.</p> <h3><a id="actions-snad" name="actions-snad"></a>Actions & time frames for "not as described" returns</h3> <div style="overflow-x: auto;"> <table class="standard"> <thead> <tr> <td colspan="2" rowspan="1" style="width: 50%;"> <p><strong>Action</strong></p> </td> <td> <p><strong>Time frame</strong></p> </td> </tr> </thead> <tbody> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>The buyer requests a return</strong></p> <a class="icon_action_btn" href="/help/action?topicid=4041" target="_blank">Start a return request</a></td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>30 calendar days after the <a href="#delivery-dates">estimated or actual delivery date</a> or within the seller's stated returns window, whichever is longer</li> </ul> </td> </tr> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>The seller responds to the buyer's request</strong></p> <p>The seller is required to respond and provide a solution to the buyer's issue.</p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>3 business days after the request date</li> </ul> <p class="inline-alert">In some cases, eBay may automatically accept the return on the seller's behalf.</p> </td> </tr> <tr> <td colspan="3" style="vertical-align: top;"> <p><strong>If the item is being returned</strong></p> </td> </tr> <tr> <td colspan="1" rowspan="2" style="vertical-align: top;"> </td> <td style="vertical-align: top;"> <p><strong>The buyer sends the item back</strong></p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>The latest date to post the return will be shown in an email sent by eBay to the buyer, as well as within the return request</li> </ul> <p class="inline-alert">If the buyer does not post the return by the specified date, eBay may close the return request.</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p><strong>The seller issues a refund</strong></p> <p> </p> <p class="inline-alert">If return tracking shows the item was delivered, or if the item was sent through <a href="https://pages.ebay.co.uk/international-shipping/" target="_blank">eBay International Shipping<span class="g-hdn"> - opens in new window or tab</span></a>, eBay may automatically issue a full refund on the seller's behalf.</p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>2 business days after receiving the returned item</li> </ul> <p class="inline-alert">In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details.</p> </td> </tr> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>Ask eBay to step in</strong></p> <p>If the seller hasn't responded or hasn't issued a refund by the refund deadline, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.</p> </td> <td style="vertical-align: top;"> <p>Earliest:</p> <ul> <li>Once the seller has accepted the return, or 3 business days after the request date</li> </ul> <p>Latest:</p> <ul> <li>21 business days after the request date, if the seller never responded</li> <li>10 business days after the refund deadline has passed, if the seller is issuing a refund</li> </ul> <p class="inline-alert">eBay may hold the return request open for up to 35 business days after the date the return was accepted.</p> </td> </tr> </tbody> </table> </div> <h3><a id="outcome-snad" name="outcome-snad"></a>Deciding the outcome when the item doesn't match the listing</h3> <p>When a buyer reports that an item doesn't match the listing and the transaction meets our <a href="#coverage">eligibility requirements</a>, we will look for all of the following:</p> <ul> <li>Evidence that the buyer and seller have each met their <a href="#requirements">return requirements</a></li> <li>Whether the seller breached eBay policies when listing the item</li> <li>Whether the item can be posted back to the seller</li> <li><a href="#proof-returns">Proof of return delivery</a>, if the item was being returned</li> </ul> <p>If we determine that the <strong>seller</strong> did not meet their return requirements:</p> <ul> <li>The buyer will receive a refund for the full cost of the item and original postage, and</li> <li>The seller will be required to reimburse eBay for the amount of the refund, and</li> <li>The buyer may not be required to return the item</li> </ul> <p>If we determine that the <strong>buyer</strong> did not meet their return requirements:</p> <ul> <li>The buyer may not receive a full refund for the item and/or postage costs</li> </ul> <h3><a id="specialcoverage-snad" name="specialcoverage-snad"></a>Exclusions and special coverage when the item doesn't match the listing</h3> <table class="standard"> <tbody> <tr> <td style="vertical-align: top; width: 40%;"> <p>Items collected by a third party on behalf of the buyer</p> </td> <td style="vertical-align: top;"> <p>Not covered</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer arranged their own delivery method, such as a courier pickup</p> </td> <td style="vertical-align: top;"> <p>Not covered</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item was sent to another address after original delivery</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The item was forwarded as part of an eBay programme such as: <ul style="list-style-type:circle;"> <li>Global Shipping Programme</li> <li><a href="https://pages.ebay.co.uk/international-shipping/" target="_blank">eBay International Shipping<span class="g-hdn"> - opens in new window or tab</span></a></li> <li>eBay <a href="#authenticity">Authenticity Guarantee</a></li> </ul> </li> </ul> <p>Not covered:</p> <ul> <li>The buyer used third-party freight forwarding or mail redirection</li> </ul> </td> </tr> <tr> <td style="vertical-align: top; width: 40%;"> <p>A part or accessory covered by <a href="https://pages.ebay.co.uk/2023/ebay-assured-fit/" target="_blank">eBay Assured Fit<span class="g-hdn"> - opens in new window or tab</span></a> doesn't fit the buyer's vehicle</p> </td> <td style="vertical-align: top;"> <p>Covered</p> <p> </p> <p>Returns will be treated as not matching the listing if the buyer selected "Doesn’t fit my vehicle" as the return reason</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The buyer returned the item used or damaged</p> </td> <td style="vertical-align: top;"> <p>Covered:</p> <ul> <li>The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use</li> </ul> <p class="inline-alert">Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our <a href="/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763">Condition of returned items policy</a>.</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>There are strong indicators that the item is counterfeit</p> </td> <td colspan="1" rowspan="3" style="vertical-align: top;"> <p>Covered</p> <ul> <li>The buyer must request a return but may not be required to post the item back to the seller</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item is hazardous to post</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item no longer has value</p> <p>For example:</p> <ul> <li>A perishable item that has expired</li> <li>A ticket for a cancelled event</li> </ul> </td> </tr> <tr> <td style="vertical-align: top;"> <p>The item arrived after the latest estimated delivery date</p> </td> <td style="vertical-align: top;"> <p>Covered</p> <p> </p> <p>The return is treated as if the item didn't match the listing.</p> </td> </tr> </tbody> </table> <h3><a id="authenticity" name="authenticity"></a>eBay Authenticity Guarantee</h3> <p><a href="https://pages.ebay.co.uk/authenticity-guarantee/" target="_blank">Authenticity Guarantee<span class="g-hdn"> - opens in new window or tab</span></a> purchases are covered by eBay Money Back Guarantee when all other <a href="#coverage">eligibility requirements</a> are met.</p> <p>Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity.</p> <p>If an authenticated item is eligible to be returned, we may ask the buyer to send the item for inspection to ensure that the item is being <a href="/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763">returned in the same condition</a>. If the returned item is found to be in a different condition, it will be sent back to the buyer and no refund will be issued.</p> <p>Learn more about <a href="https://pages.ebay.co.uk/authenticity-guarantee/" target="_blank">Authenticity Guarantee<span class="g-hdn"> - opens in new window or tab</span></a>.</p> <h2 id="section4"><a id="return-policy" name="return-policy"></a>When the seller doesn't fulfil their return policy</h2> <ul> <li><a href="#actions-remorse">Actions and timeframes<span class="g-hdn"> when the seller doesn't fulfil their return policy</span></a></li> <li><a href="#outcome-remorse">Deciding the outcome<span class="g-hdn"> when the seller doesn't fulfil their return policy</span></a></li> </ul> <p>If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns).</p> <p>When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund, including original postage costs.</p> <p>When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.</p> <p>Both buyers and sellers must meet all applicable <a href="#requirements">return requirements</a>. If an item is being returned for remorse reasons, the listing states which party is responsible for <a href="#return-shipping">return postage</a>.</p> <h3><a id="actions-remorse" name="actions-remorse"></a>Actions & time frames for "remorse" returns</h3> <div style="overflow-x: auto;"> <table class="standard"> <thead> <tr> <td colspan="2" rowspan="1" style="width: 50%;"> <p><strong>Action</strong></p> </td> <td> <p><strong>Time frame</strong></p> </td> </tr> </thead> <tbody> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>The buyer requests a return</strong></p> <a class="icon_action_btn" href="/help/action?topicid=4041" target="_blank">Start a return request</a></td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>Check the seller's stated returns window in the listing</li> </ul> </td> </tr> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>The seller responds to the buyer's request</strong></p> <p>The seller is required to respond and honour their returns policy.</p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>3 business days after the request date</li> </ul> <p class="inline-alert">In some cases, eBay may automatically accept the return on the seller's behalf.</p> </td> </tr> <tr> <td colspan="3" style="vertical-align: top;"> <p><strong>If the item is being returned</strong></p> </td> </tr> <tr> <td colspan="1" rowspan="2" style="vertical-align: top;"> </td> <td style="vertical-align: top;"> <p><strong>The buyer sends the item back</strong></p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>The latest date to post the return will be shown in an email sent by eBay to the buyer, as well as within the return request</li> </ul> <p class="inline-alert">If the buyer does not post the return by the specified date, eBay may close the return request.</p> </td> </tr> <tr> <td style="vertical-align: top;"> <p><strong>The seller issues a refund</strong></p> <p> </p> <p class="inline-alert">If return tracking shows the item was delivered, or if the item was sent through <a href="https://pages.ebay.co.uk/international-shipping/" target="_blank">eBay International Shipping<span class="g-hdn"> - opens in new window or tab</span></a>, eBay may automatically issue a full refund on the seller's behalf.</p> </td> <td style="vertical-align: top;"> <p>Latest:</p> <ul> <li>2 business days after receiving the returned item</li> </ul> <p class="inline-alert">In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details.</p> </td> </tr> <tr> <td colspan="2" rowspan="1" style="vertical-align: top;"> <p><strong>Ask eBay to step in</strong></p> <p>If the seller hasn't responded or hasn't issued a refund by the refund deadline, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.</p> </td> <td style="vertical-align: top;"> <p>Earliest:</p> <ul> <li>Once the seller has accepted the return, or 3 business days after the request date</li> </ul> <p>Latest:</p> <ul> <li>21 business days after the request date, if the seller never responded</li> <li>10 business days after the refund deadline has passed, if the seller is issuing a refund</li> </ul> <p class="inline-alert">eBay may hold the return request open for up to 35 business days after the date the return was accepted.</p> </td> </tr> </tbody> </table> </div> <h3><a id="outcome-remorse" name="outcome-remorse"></a>Deciding the outcome when a seller doesn't fulfil their return policy</h3> <p>When eBay steps in on a "remorse" return request and the transaction meets our <a href="#coverage">eligibility requirements</a>, we will look for all of the following:</p> <ul> <li>Evidence that the buyer and seller have each met their <a href="#requirements">return requirements</a></li> <li><a href="#proof-returns">Proof of return delivery</a>, if the item was being returned</li> </ul> <p>If we determine that the <strong>seller</strong> did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if <a href="#not-described">the item did not match the listing</a>.</p> <p>If we determine that the <strong>buyer</strong> did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return postage costs.</p> <h2 id="section5"><a id="requirements" name="requirements"></a>Return requirements and return postage</h2> <p>Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.</p> <h3>Seller return requirements</h3> <ul> <li>When a buyer requests a return for <strong>item not as described</strong> reasons, the seller must respond within the return request and offer a solution to the buyer's issue</li> <li>When a buyer requests a return for <strong>remorse</strong> reasons, the seller must honour their return policy as specified in the listing</li> <li>When the seller is responsible for <a href="#return-shipping">return postage</a>, the seller must provide a return postage label or another return method that is acceptable to the buyer. eBay may provide the buyer with a return postage label on the seller's behalf and will charge the seller for the cost of the label</li> <li>The seller's return address should be up to date in their <a href="https://accountsettings.ebay.co.uk/uas/addresses" target="_blank">Addresses in My eBay<span class="g-hdn"> - opens in new window or tab</span></a>. If they haven't specified a return address, the item will be returned to the seller's registration address</li> <li>The seller must pay any applicable customs fees or duties on the returned item</li> <li>When refunding the buyer, the seller must issue the refund through the return request on eBay</li> <li>When posting a replacement or exchange item, the seller must provide the new tracking details to the buyer</li> </ul> <h3>Buyer return requirements</h3> <ul> <li>The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our <a href="/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763">Condition of returned items policy</a></li> <li>When the seller is responsible for <a href="#return-shipping">return postage</a>, the buyer must use the postage label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return postage, including the cost</li> <li>Any images added to a return request must be relevant to the return reason and comply with our <a href="/help/policies/listing-policies/images-videos-text-policy?id=4240">Images, video and text policy</a></li> <li>When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere</li> </ul> <h3><a id="return-shipping" name="return-shipping"></a>Return postage</h3> <p>Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.</p> <table class="standard"> <thead> <tr> <td style="width: 50%;"> <p>Reason for return</p> </td> <td> <p>Who is responsible for return postage</p> </td> </tr> </thead> <tbody> <tr> <td> <p>Items that don't match the listing</p> </td> <td> <p>Seller</p> </td> </tr> <tr> <td> <p>"Remorse" or "change of mind" returns</p> </td> <td> <p>Per the seller's return policy in the listing<br /> ("free returns" or "buyer pays")</p> </td> </tr> </tbody> </table> <p><a id="proof-returns" name="proof-returns"></a><strong>Proof of delivery for returned items</strong><br /> Returns should be sent with tracked postage that can be independently validated.</p> <p>We require all of the following to prove a successful return delivery:</p> <ul> <li>A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);</li> <li>The date of delivery or attempted delivery;</li> <li>The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the seller's specified return address; and</li> <li>Signature confirmation, on items with a total cost of £450 or more. Learn more about our <a href="/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154">signature confirmation requirements</a></li> </ul> <p>If the party responsible for return postage does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.</p> <p><strong>Refunds and billing for return postage costs</strong><br /> If the <strong>buyer</strong> is responsible for return postage, the return postage cost won't be included in the refund.</p> <p>If the <strong>seller</strong> is responsible for return postage:</p> <ul> <li>Return postage costs will be charged to the seller separately if: <ul style="list-style-type:circle;"> <li>The seller authorised the buyer to use an eBay return label, or</li> <li>eBay provided a return label to the buyer on the seller's behalf</li> </ul> </li> <li>If the seller sends funds to the buyer to pay for return postage, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item.</li> </ul> <h2 id="section6"><a id="delivery-dates" name="delivery-dates"></a>Estimated and actual delivery dates</h2> <p>Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on:</p> <ul> <li>The <strong>estimated delivery date</strong> (the latest date in the estimated delivery range that was provided to the buyer at checkout), or</li> <li>The <strong>actual delivery date</strong> (the date that tracking confirms the item was delivered, or the date that an item was collected)</li> </ul> <p>The table below sets out which of these applies when determining the latest date to report an issue or request a return.</p> <table class="standard"> <tbody> <tr> <td style="width: 67%;"> <p>When tracking shows the item was delivered/collected before the estimated delivery date</p> </td> <td> <p>Actual delivery/collection date</p> </td> </tr> <tr> <td> <p>When no tracking information is available</p> </td> <td> <p>Estimated delivery date</p> </td> </tr> </tbody> </table> <p>Buyers can find estimated delivery information in their <strong>Purchase history</strong>. Sellers can find the estimated delivery information that was provided to the buyer at the top of their <strong>Order details</strong> page.</p> <h2 id="section7">Appeals and extensions</h2> <h3>Appeals</h3> <p>When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.</p> <p>eBay reserves the right to seek <a href="#reimbursement">reimbursement</a> from the seller for amounts refunded to the buyer, if a buyer successfully appeals.</p> <h3>Extensions</h3> <p>In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements.</p> <ul> <li>In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the postage service used, whether tracking is available to show the status of a delivery, a seller's extended return window, or other circumstances such as fraud</li> <li>Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an <a href="https://community.ebay.co.uk/t5/Announcements/bg-p/Announcements" target="_blank">announcement on eBay.co.uk<span class="g-hdn"> - opens in new window or tab</span></a></li> </ul> <h2 id="section8">Refunds, payment holds and reimbursements</h2> <h3>Refunds to buyers</h3> <p>For most purchases, buyers are refunded to their original payment method.</p> <p> For purchases that were paid for using Klarna installments, Klarna will adjust the payment plan accordingly. </p> <p>If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay.</p> <p><strong>Currency exchange rate applied to refunds</strong></p> <p>If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.</p> <p>eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.</p> <h3>Seller payment holds</h3> <p>If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the <a href="/help/policies/member-behavior-policies/user-agreement?id=4259">User Agreement</a> and <a href="https://pages.ebay.co.uk/payment/2.0/terms.html" target="_blank">Payments Terms of Use<span class="g-hdn"> - opens in new window or tab</span></a>.</p> <h3><a id="reimbursement" name="reimbursement"></a>Seller reimbursements to eBay</h3> <p>If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the <a href="https://pages.ebay.co.uk/payment/2.0/terms.html" target="_blank">Payments Terms of Use<span class="g-hdn"> - opens in new window or tab</span></a>.</p> <p>If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.</p> <h2 id="section9">Loss of coverage</h2> <p>Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they:</p> <ul> <li>Voluntarily close a request or case, or</li> <li>Open duplicate claims using other resolution methods, or</li> <li>Engage in fraudulent or abusive buying behaviour, or</li> <li>Violate an <a href="/help/policies/default/ebay-rules-policies?id=4205">eBay policy</a></li> </ul> <h3><a id="duplicate" name="duplicate"></a>Duplicate claims</h3> <p>A buyer may not seek resolution for the same transaction under more than one buyer protection programme. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.</p> <p>If a seller loses a chargeback they may be eligible for <a href="/help/policies/selling-policies/payment-dispute-seller-protections?id=5293">payment dispute seller protections</a>.</p> <h3>Fraudulent or abusive buyer behaviour</h3> <p>Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the <a href="/help/policies/rules-policies-buyers/buying-practices-policy?id=4374">Abusive buyer policy</a>. This includes, but is not limited to:</p> <ul> <li>Colluding with a seller to wrongly declare an item's value for customs</li> <li>Filing a chargeback after receiving a refund</li> <li>Claiming an item was not received when there is proof of delivery to the address provided on the <strong>Order details</strong> page</li> <li>Falsely claiming an item was not as described</li> <li>Opening duplicate cases using other buyer protection programmes</li> <li>Returning an item other than the original item received</li> <li>Using or damaging an item and then returning it</li> </ul> <p>In addition to the consequences described in the <a href="/help/policies/member-behaviour-policies/user-agreement?id=4259">User Agreement</a>, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension.</p> <h2 id="section10">Other terms and related policies</h2> <ul> <li>We may provide buyers and sellers with access to each other's contact information in accordance with our <a href="/help/policies/member-behavior-policies/user-privacy-notice?id=4260">User Privacy Notice</a></li> <li>eBay Money Back Guarantee is not a product warranty</li> <li>For items delivered through eBay International Shipping or the Global Shipping Programme, the programmes' terms and conditions for buyers provide more detail about how members are protected by eBay Money Back Guarantee: <ul style="list-style-type:circle;"> <li><a href="https://pages.ebay.com/internationalshippingprogram/buyer/terms/" target="_blank">eBay International Shipping buyer terms and conditions<span class="g-hdn"> - opens in new window or tab</span></a></li> <li><a href="https://pages.ebay.co.uk/shipping/globalshipping/buyer-tnc.html" target="_blank">Global Shipping Program buyer terms and conditions<span class="g-hdn"> - opens in new window or tab</span></a></li> </ul> </li> <li>In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer</li> <li>We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement</li> <li>Buyers and sellers permit us to make final decisions about all cases, including appeals</li> </ul> <h3>Helpful links</h3> <ul> <li><a href="/help/policies/selling-policies/seller-protections?id=4345">Seller protections</a></li> <li><a href="/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763">Condition of returned items policy</a></li> <li><a href="/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154">Signature confirmation requirements</a></li> <li><a href="/help/selling/fees-credits-invoices/fee-credits?id=4128">Fee credits</a></li> <li><a href="/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816">Payments on hold</a></li> <li><a href="/help/selling/getting-paid/handling-payment-disputes?id=4799">Handling payment disputes</a></li> <li><a href="/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374">Abusive buyer policy</a></li> </ul> </div></div></div></div></div><div class=article_relate_box id=article_relate_box><div class=article_relate_container><div class=article_relate><div class=voteFeedback><div class=voteArticle><div class=voteOperation><div class=h5>Was this article helpful?</div><div class=voteButton><div id=thumbs_up role=button tabindex=0 aria-label="Mark this article helpful" class="icons thumbs_up_hollow_blue_icon_lg"></div><div id=thumbs_down role=button tabindex=0 aria-label="Mark this article not helpful" class="icons thumbs_down_hollow_blue_icon_lg"></div></div></div></div><div class=line></div></div><div class=sugg-articles id=relatedLinks><p class=recomText> You might also be interested in:</p><div class="topics_pagination blue_pagination"><div role=button tabindex=0 aria-label="Previous slide" aria-disabled=true class=prevdisabled></div><ul class=rowItem><li class="columnItem red_border_bottom"><a href=/help/policies/rules-policies-buyers/rules-policies-buyers?id=4206><span class="overview columnHead">Rules and policies for buyers</span><span class=content><p>To help make buying on eBay a safe and enjoyable experience, we've put in place a number of policies and guidelines.</p> </span><span class=footNote>1 min overview</span></a></li><li class="columnItem red_border_bottom"><a href=/help/policies/member-behaviour-policies/member-behaviour-policies?id=4209><span class=columnHead>Member behaviour policies</span><span class=content><p>One of the foundations of the eBay experience is the level of trust between all members of the eBay community. 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navigation","items":[{"href":"/"},{"href":"/help/home"},{}]},{"f":1}],["s0-0-54-3",2,{"data":{"csrf":"010009000000502722179d5deb02088ea38d9ca12dbcc608f9a59f8161094a72ad10f7754cd325a44700a2ff92b0bb9bac797878663951bfbfa33d489478f3cb4eb01696ea854ac0fc77d942a32fec829d4d242bd5ac9f","locale":"en-GB","EnableSearchInArticle":true,"enableIncreaseSellingLimit":true,"sellingLimitOldUrl":"https://scgi.ebay.co.uk/ws/eBayISAPI.dll?UpgradeLimits&guest=1","sellingLimitNewUrl":"/help/action?topicId=4210&af=2","itemContactConfig":{},"agCrossBorderTradeConfig":{"channels":["EMAIL"]},"signInPageUrl":"https://signin.ebay.co.uk/ws/eBayISAPI.dll?SignIn&UsingSSL=1&siteid=3&co_partnerId=2&pageType=2493094&ru=https%3A%2F%2Fwww.ebay.co.uk%2Fhelp%2Fpolicies%2Febay-money-back-guarantee-policy%2Febay-money-back-guarantee-policy%3Fid%3D4210","optOutUrl":"https://ocsnext.ebay.co.uk/ocs/rvsoptout","token":"010009000000502722179d5deb02088ea38d9ca12dbcc608f9a59f8161094a72ad10f7754cd325a44700a2ff92b0bb9bac797878663951bfbfa33d489478f3cb4eb01696ea854ac0fc77d942a32fec829d4d242bd5ac9f","contextId":"3b5358df-94c4-4adf-8207-206bbc24155e%3A19357eb85d8","article":{"locale":"en_GB","topicId":"4210","title":"eBay Money Back Guarantee","content":"<p>For all the details of how eBay Money Back Guarantee works – what's covered, what's excluded, and what buyers and sellers need to do – please read our full policy.\u003C/p>\n\n<div class=\"link_section\">\n<p>Need to report a problem or not sure about the next steps?\u003C/p>\n\n<table class=\"standard\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>For buyers:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li><a href=\"/help/buying/returns-refunds/get-help-item-hasnt-arrived?id=4042\">Get help with an item that hasn't arrived\u003C/a>\u003C/li>\n\t\t\t\t<li><a href=\"/help/buying/returns-refunds/return-item-refund?id=4041\">Return an item for a refund\u003C/a>\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>For sellers:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li><a href=\"/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116\">Help a buyer with an item that hasn't arrived\u003C/a>\u003C/li>\n\t\t\t\t<li><a href=\"/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115\">How to handle a return request\u003C/a>\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h2 id=\"section1\"><a id=\"coverage\" name=\"coverage\">\u003C/a>Coverage, eligibility requirements, and exclusions\u003C/h2>\n\n<p>eBay Money Back Guarantee applies when:\u003C/p>\n\n<ul>\n\t<li><a href=\"#not-received\">The buyer doesn't receive an item\u003C/a>\u003C/li>\n\t<li><a href=\"#not-described\">The item received by the buyer doesn't match the listing\u003C/a>, for example:\n\t<ul style=\"list-style-type:circle;\">\n\t\t<li>The seller sent the wrong item, or\u003C/li>\n\t\t<li>The item arrives broken, damaged, or faulty\u003C/li>\n\t\u003C/ul>\n\t\u003C/li>\n\t<li><a href=\"#return-policy\">The seller doesn't fulfil their return policy\u003C/a> as stated in the listing\u003C/li>\n\u003C/ul>\n\n<p><strong>As a buyer, for your transaction to be eligible for eBay Money Back Guarantee:\u003C/strong>\u003C/p>\n\n<ul>\n\t<li>You must complete and pay for your purchase on eBay.co.uk using an <a href=\"#eligible-payment\">eligible payment method\u003C/a> at checkout;\u003C/li>\n\t<li>You must meet the requirements specified in this policy, including taking action within the required time frames;\u003C/li>\n\t<li>The item may not be an <a href=\"#excluded-items\">excluded item\u003C/a> or subject to any <a href=\"#additional-exclusions\">additional exclusions\u003C/a>; and\u003C/li>\n\t<li>You may not seek resolution for the same issue by <a href=\"#duplicate\">another resolution method\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p><strong>As a seller, for transactions where eBay Money Back Guarantee applies:\u003C/strong>\u003C/p>\n\n<ul>\n\t<li>You are responsible for delivering the item that was described in the listing, honouring your stated return policy, and providing a resolution when a buyer reports a problem with an order\u003C/li>\n\t<li>If the purchase was completed on eBay.co.uk, you must meet the requirements specified in this policy, including taking action within the required time frames, even if the item was listed on a different eBay site\u003C/li>\n\u003C/ul>\n\n<div style=\"overflow-x: auto;\">\n<table class=\"standard\">\n\t<thead>\n\t\t<tr>\n\t\t\t<td colspan=\"2\">\n\t\t\t<p>Eligible payment methods, excluded items, additional exclusions\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/thead>\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\"><a id=\"eligible-payment\" name=\"eligible-payment\">\u003C/a>\n\t\t\t<p>Eligible payment methods\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>Eligible for coverage, when paid via eBay checkout:\u003C/strong>\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Credit card or debit card\u003C/li>\n\t\t\t\t<li>PayPal or PayPal Credit\u003C/li>\n\t\t\t\t<li>Apple Pay or Google Pay\u003C/li>\n\t\t\t\t<li><a href=\"/help/selling/ebay-balance/ebay-balance?id=5305\">eBay balance\u003C/a>\u003C/li>\n\t\t\t\t<li>Klarna\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p><strong>Not covered:\u003C/strong>\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Items paid for where any part of the payment was completed outside of eBay (such as bank transfer, cash, money orders, escrow services)\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\"><a id=\"excluded-items\" name=\"excluded-items\">\u003C/a>\n\t\t\t<p>Excluded items\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<ul>\n\t\t\t\t<li>Real Estate, Websites, Businesses for Sale\u003C/li>\n\t\t\t\t<li>Digital content, Intangible goods, Non-fungible tokens (NFTs) including physical items combined with or attached to NFTs\u003C/li>\n\t\t\t\t<li>Classified Ads\u003C/li>\n\t\t\t\t<li>Services\u003C/li>\n\t\t\t\t<li>Travel tickets or vouchers\u003C/li>\n\t\t\t\t<li>Industrial construction machinery\u003C/li>\n\t\t\t\t<li>Motor vehicles, including recreational vehicles, aircraft and boats\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\"><a id=\"additional-exclusions\" name=\"additional-exclusions\">\u003C/a>\n\t\t\t<p>Additional exclusions and special coverage\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<ul>\n\t\t\t\t<li><a href=\"#specialcoverage-inr\">Exclusions and special coverage when an item isn't received\u003C/a>\u003C/li>\n\t\t\t\t<li><a href=\"#specialcoverage-snad\">Exclusions and special coverage when the item doesn't match the listing\u003C/a>\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h3>International purchases\u003C/h3>\n\n<p>When a seller offers an international postage option (such as worldwide postage), or doesn't <a href=\"/help/policies/selling-policies/international-selling-policy?id=4689#section3\">exclude international postage\u003C/a> in their postage settings, it may result in the buyer completing checkout on an eBay site other than the site used to create the listing.\u003C/p>\n\n<p>Buyers and sellers are subject to the eBay Money Back Guarantee or other buyer protection policy (if available) of the site where the buyer completed checkout, regardless of the eBay site used to list the item or the registration details of the buyer or seller.\u003C/p>\n\n<p>For more information about buying and selling internationally, please see our policies on <a href=\"/help/policies/selling-policies/international-selling-policy?id=4689\">International selling\u003C/a> and <a href=\"/help/policies/prohibited-restricted-items/international-trading-policy?id=4338\">International trading\u003C/a>.\u003C/p>\n\n<div class=\"expand_collapse_list\">\n<p class=\"title\"><strong>eBay Money Back Guarantee programmes on international eBay sites\u003C/strong>\u003C/p>\n\n<div class=\"hide\">\n<p><strong>eBay Money Back Guarantee:\u003C/strong>\u003C/p>\n\n<ul>\n\t<li><a href=\"https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210\" target=\"_blank\">ebay.com<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4210\" target=\"_blank\">ebay.co.uk<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210\" target=\"_blank\">ebay.com.au<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210\" target=\"_blank\">ebay.ca<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.cafr.ebay.ca/help/policies/ebay-money-back-guarantee-policy/garantie-de-remboursement-ebay?id=4210\" target=\"_blank\">cafr.ebay.ca<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.ie/pages/help/policies/money-back-guarantee.html\" target=\"_blank\">ebay.ie<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.nl/pages/help/policies/money-back-guarantee.html\" target=\"_blank\">ebay.nl<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.pl/pages/help/policies/money-back-guarantee.html\" target=\"_blank\">ebay.pl<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.benl.ebay.be/pages/help/policies/money-back-guarantee.html\" target=\"_blank\">benl.ebay.be<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p><strong>eBay Buyer Protection:\u003C/strong>\u003C/p>\n\n<ul>\n\t<li><a href=\"https://www.ebay.de/help/policies/ebay-money-back-guarantee-policy/grundsatz-zum-ebaykuferschutz?id=4210\" target=\"_blank\">ebay.de<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.at/pages/help/policies/buyer-protection.html\" target=\"_blank\">ebay.at<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.ch/pages/help/policies/buyer-protection.html\" target=\"_blank\">ebay.ch<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p><strong>eBay Customer Guarantee:\u003C/strong>\u003C/p>\n\n<ul>\n\t<li><a href=\"https://www.ebay.fr/help/policies/ebay-money-back-guarantee-policy/la-garantie-client-ebay?id=4210\" target=\"_blank\">ebay.fr<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.it/help/policies/ebay-money-back-guarantee-policy/garanzia-cliente-ebay?id=4210\" target=\"_blank\">ebay.it<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.ebay.es/help/policies/ebay-money-back-guarantee-policy/garanta-al-cliente-de-ebay?id=4210\" target=\"_blank\">ebay.es<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"https://www.befr.ebay.be/pages/help/policies/money-back-guarantee.html\" target=\"_blank\">befr.ebay.be<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\u003C/div>\n\u003C/div>\n\n<h2 id=\"section2\"><a id=\"not-received\" name=\"not-received\">\u003C/a>When the buyer doesn't receive an item\u003C/h2>\n\n<ul>\n\t<li><a href=\"#actions-inr\">Actions and timeframes<span class=\"g-hdn\"> when the buyer doesn't receive an item\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"#outcome-inr\">Deciding the outcome<span class=\"g-hdn\"> when the buyer doesn't receive an item\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"#specialcoverage-inr\">Exclusions and special coverage<span class=\"g-hdn\"> when the buyer doesn't receive an item\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p>Sellers are required to deliver the item to the address in the <strong>Order details\u003C/strong>, unless the buyer selected a local collection option.\u003C/p>\n\n<p>If the item doesn't arrive at the address provided by the buyer at checkout or isn't made available for collection, the buyer is entitled to a full refund, including original postage costs (if applicable).\u003C/p>\n\n<h3><a id=\"actions-inr\" name=\"actions-inr\">\u003C/a>Actions & time frames when the buyer doesn't receive an item\u003C/h3>\n\n<div style=\"overflow-x: auto;\">\n<table class=\"standard\">\n\t<thead>\n\t\t<tr>\n\t\t\t<td style=\"width: 50%;\">\n\t\t\t<p><strong>Action\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p><strong>Time frame\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/thead>\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The buyer reports that the item hasn't arrived or was not available for collection\u003C/strong>\u003C/p>\n\t\t\t<a class=\"icon_action_btn\" href=\"/help/action?topicid=4042\" target=\"_blank\">Report an item that hasn't arrived\u003C/a>\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Earliest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Once the <a href=\"#delivery-dates\">estimated or actual delivery/collection date\u003C/a> has passed\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>30 calendar days after the <a href=\"#delivery-dates\">estimated or actual delivery/collection date\u003C/a> has passed\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The seller responds to the buyer's report\u003C/strong>\u003C/p>\n\n\t\t\t<p>The seller is required to respond and provide either tracking information, delivery updates, or a refund.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>3 business days after the report date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">If the seller provided tracking details, eBay may close the case automatically once tracking shows the item has been delivered.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>Ask eBay to step in\u003C/strong>\u003C/p>\n\n\t\t\t<p>If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help.\u003C/p>\n\n\t\t\t<p> \u003C/p>\n\n\t\t\t<p class=\"inline-alert\">eBay may step in without the buyer asking if there is no <a href=\"#proof-delivery\">valid tracking information\u003C/a> available.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Earliest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>3 business days after the report date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>21 business days after the report date\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h3><a id=\"outcome-inr\" name=\"outcome-inr\">\u003C/a>Deciding the outcome when the buyer doesn't receive an item\u003C/h3>\n\n<p>When eBay is asked to step in and the transaction meets our <a href=\"#coverage\">eligibility requirements\u003C/a>, we will look for:\u003C/p>\n\n<ul>\n\t<li>Evidence of successful delivery to the address provided in the <strong>Order details\u003C/strong>, or\u003C/li>\n\t<li>Proof that the buyer collected the item\u003C/li>\n\u003C/ul>\n\n<p>If we determine that the item was not successfully delivered or collected:\u003C/p>\n\n<ul>\n\t<li>The buyer will receive a refund for the full cost of the item and original postage, and\u003C/li>\n\t<li>The seller may be required to reimburse eBay for the amount of the refund\u003C/li>\n\u003C/ul>\n\n<p><a id=\"proof-delivery\" name=\"proof-delivery\">\u003C/a><strong>Evidence of successful delivery\u003C/strong><br />\nWe require all of the following to prove a successful on-time delivery:\u003C/p>\n\n<ul>\n\t<li>Tracking number that can be validated on the shipping carrier's website and which was <a href=\"/help/selling/shipping-items/tracking-items-youve-sold?id=4088\">uploaded to eBay\u003C/a> before the <a href=\"#delivery-dates\">latest estimated delivery date\u003C/a>;\u003C/li>\n\t<li>A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);\u003C/li>\n\t<li>The date of delivery or attempted delivery;\u003C/li>\n\t<li>The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the <strong>Order details\u003C/strong> page; and\u003C/li>\n\t<li>Signature confirmation, on orders with a total cost of £450 or more. Learn more about our <a href=\"/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154\">signature confirmation requirements\u003C/a>.\u003C/li>\n\u003C/ul>\n\n<p><strong>Proof that the buyer collected the item\u003C/strong><br />\nFor local collection items, evidence that the buyer has received the item may include:\u003C/p>\n\n<ul>\n\t<li>A copy of the eBay order details, signed by the buyer at the time of collection\u003C/li>\n\t<li>The seller using the eBay app to <a href=\"/help/selling/posting-items/setting-postage-options/local-pickup?id=4181\">scan the buyer's QR code\u003C/a> or manually enter the buyer's 6-digit pickup code at the time of collection\u003C/li>\n\u003C/ul>\n\n<h3><a id=\"specialcoverage-inr\" name=\"specialcoverage-inr\">\u003C/a>Exclusions and special coverage when the buyer doesn't receive an item\u003C/h3>\n\n<div style=\"overflow-x: auto;\">\n<table class=\"standard\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top; width: 40%;\">\n\t\t\t<p>Items collected by a third party on behalf of the buyer\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Not covered\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer arranged their own delivery method, such as a courier pickup\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Not covered\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer provided an invalid or incorrect address at checkout\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Not covered\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item was sent to another address after original delivery\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The item was forwarded as part of an eBay programme such as:\n\t\t\t\t<ul style=\"list-style-type:circle;\">\n\t\t\t\t\t<li>Global Shipping Programme\u003C/li>\n\t\t\t\t\t<li><a href=\"https://pages.ebay.co.uk/international-shipping/\" target=\"_blank\">eBay International Shipping<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t\t\t\t\t<li>eBay <a href=\"#authenticity\">Authenticity Guarantee\u003C/a>\u003C/li>\n\t\t\t\t\u003C/ul>\n\t\t\t\t\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Not covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer used third-party freight forwarding or mail redirection\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item was posted internationally and didn't clear customs because fees or duties weren't paid\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Not covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer didn't pay applicable customs fees or duties for any other reason\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer chose a Click & Collect delivery option\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The item did not arrive at the collection point\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Not covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer was notified that the item was ready for collection, but did not collect it within the specified time frame\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer refused delivery of the item\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The item arrived with postage cost still owing because the seller didn't apply enough postage\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Not covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer refused delivery for any other reason\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the <a href=\"#not-described\">item doesn't match the listing\u003C/a>.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h2 id=\"section3\"><a id=\"not-described\" name=\"not-described\">\u003C/a>When the item received by the buyer doesn't match the listing\u003C/h2>\n\n<ul>\n\t<li><a href=\"#actions-snad\">Actions and timeframes<span class=\"g-hdn\"> when the item received by the buyer doesn't match the listing\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"#outcome-snad\">Deciding the outcome<span class=\"g-hdn\"> when the item received by the buyer doesn't match the listing\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"#specialcoverage-snad\">Exclusions and special coverage<span class=\"g-hdn\"> when the item received by the buyer doesn't match the listing\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p>Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns.\u003C/p>\n\n<p>Buyers and sellers may agree to another solution, such as a full or partial refund while the buyer keeps the item, or a replacement item instead of a refund.\u003C/p>\n\n<p>Both buyers and sellers must meet all applicable <a href=\"#requirements\">return requirements\u003C/a>. If an item is being returned, the seller is responsible for <a href=\"#return-shipping\">return postage\u003C/a>.\u003C/p>\n\n<h3><a id=\"actions-snad\" name=\"actions-snad\">\u003C/a>Actions & time frames for "not as described" returns\u003C/h3>\n\n<div style=\"overflow-x: auto;\">\n<table class=\"standard\">\n\t<thead>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"width: 50%;\">\n\t\t\t<p><strong>Action\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p><strong>Time frame\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/thead>\n\t<tbody>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>The buyer requests a return\u003C/strong>\u003C/p>\n\t\t\t<a class=\"icon_action_btn\" href=\"/help/action?topicid=4041\" target=\"_blank\">Start a return request\u003C/a>\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>30 calendar days after the <a href=\"#delivery-dates\">estimated or actual delivery date\u003C/a> or within the seller's stated returns window, whichever is longer\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>The seller responds to the buyer's request\u003C/strong>\u003C/p>\n\n\t\t\t<p>The seller is required to respond and provide a solution to the buyer's issue.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>3 business days after the request date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">In some cases, eBay may automatically accept the return on the seller's behalf.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"3\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>If the item is being returned\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"1\" rowspan=\"2\" style=\"vertical-align: top;\"> \u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The buyer sends the item back\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The latest date to post the return will be shown in an email sent by eBay to the buyer, as well as within the return request\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">If the buyer does not post the return by the specified date, eBay may close the return request.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The seller issues a refund\u003C/strong>\u003C/p>\n\n\t\t\t<p> \u003C/p>\n\n\t\t\t<p class=\"inline-alert\">If return tracking shows the item was delivered, or if the item was sent through <a href=\"https://pages.ebay.co.uk/international-shipping/\" target=\"_blank\">eBay International Shipping<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>, eBay may automatically issue a full refund on the seller's behalf.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>2 business days after receiving the returned item\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>Ask eBay to step in\u003C/strong>\u003C/p>\n\n\t\t\t<p>If the seller hasn't responded or hasn't issued a refund by the refund deadline, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Earliest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Once the seller has accepted the return, or 3 business days after the request date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>21 business days after the request date, if the seller never responded\u003C/li>\n\t\t\t\t<li>10 business days after the refund deadline has passed, if the seller is issuing a refund\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">eBay may hold the return request open for up to 35 business days after the date the return was accepted.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h3><a id=\"outcome-snad\" name=\"outcome-snad\">\u003C/a>Deciding the outcome when the item doesn't match the listing\u003C/h3>\n\n<p>When a buyer reports that an item doesn't match the listing and the transaction meets our <a href=\"#coverage\">eligibility requirements\u003C/a>, we will look for all of the following:\u003C/p>\n\n<ul>\n\t<li>Evidence that the buyer and seller have each met their <a href=\"#requirements\">return requirements\u003C/a>\u003C/li>\n\t<li>Whether the seller breached eBay policies when listing the item\u003C/li>\n\t<li>Whether the item can be posted back to the seller\u003C/li>\n\t<li><a href=\"#proof-returns\">Proof of return delivery\u003C/a>, if the item was being returned\u003C/li>\n\u003C/ul>\n\n<p>If we determine that the <strong>seller\u003C/strong> did not meet their return requirements:\u003C/p>\n\n<ul>\n\t<li>The buyer will receive a refund for the full cost of the item and original postage, and\u003C/li>\n\t<li>The seller will be required to reimburse eBay for the amount of the refund, and\u003C/li>\n\t<li>The buyer may not be required to return the item\u003C/li>\n\u003C/ul>\n\n<p>If we determine that the <strong>buyer\u003C/strong> did not meet their return requirements:\u003C/p>\n\n<ul>\n\t<li>The buyer may not receive a full refund for the item and/or postage costs\u003C/li>\n\u003C/ul>\n\n<h3><a id=\"specialcoverage-snad\" name=\"specialcoverage-snad\">\u003C/a>Exclusions and special coverage when the item doesn't match the listing\u003C/h3>\n\n<table class=\"standard\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top; width: 40%;\">\n\t\t\t<p>Items collected by a third party on behalf of the buyer\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Not covered\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer arranged their own delivery method, such as a courier pickup\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Not covered\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item was sent to another address after original delivery\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The item was forwarded as part of an eBay programme such as:\n\t\t\t\t<ul style=\"list-style-type:circle;\">\n\t\t\t\t\t<li>Global Shipping Programme\u003C/li>\n\t\t\t\t\t<li><a href=\"https://pages.ebay.co.uk/international-shipping/\" target=\"_blank\">eBay International Shipping<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t\t\t\t\t<li>eBay <a href=\"#authenticity\">Authenticity Guarantee\u003C/a>\u003C/li>\n\t\t\t\t\u003C/ul>\n\t\t\t\t\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Not covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer used third-party freight forwarding or mail redirection\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top; width: 40%;\">\n\t\t\t<p>A part or accessory covered by <a href=\"https://pages.ebay.co.uk/2023/ebay-assured-fit/\" target=\"_blank\">eBay Assured Fit<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a> doesn't fit the buyer's vehicle\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered\u003C/p>\n\n\t\t\t<p> \u003C/p>\n\n\t\t\t<p>Returns will be treated as not matching the listing if the buyer selected "Doesn’t fit my vehicle" as the return reason\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The buyer returned the item used or damaged\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The use was necessary to determine the quality or functioning of the item, or the damage was the result of that use\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">Otherwise, some sellers may deduct the loss in value from the amount refunded to the buyer. See our <a href=\"/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763\">Condition of returned items policy\u003C/a>.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>There are strong indicators that the item is counterfeit\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td colspan=\"1\" rowspan=\"3\" style=\"vertical-align: top;\">\n\t\t\t<p>Covered\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The buyer must request a return but may not be required to post the item back to the seller\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item is hazardous to post\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item no longer has value\u003C/p>\n\n\t\t\t<p>For example:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>A perishable item that has expired\u003C/li>\n\t\t\t\t<li>A ticket for a cancelled event\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>The item arrived after the latest estimated delivery date\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Covered\u003C/p>\n\n\t\t\t<p> \u003C/p>\n\n\t\t\t<p>The return is treated as if the item didn't match the listing.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\n<h3><a id=\"authenticity\" name=\"authenticity\">\u003C/a>eBay Authenticity Guarantee\u003C/h3>\n\n<p><a href=\"https://pages.ebay.co.uk/authenticity-guarantee/\" target=\"_blank\">Authenticity Guarantee<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a> purchases are covered by eBay Money Back Guarantee when all other <a href=\"#coverage\">eligibility requirements\u003C/a> are met.\u003C/p>\n\n<p>Items that display the Authenticity Guarantee badge in the listing are first sent to an authenticator who inspects the item prior to delivery to the buyer. This inspection ensures that the item purchased matches the listing description and verifies the item's authenticity.\u003C/p>\n\n<p>If an authenticated item is eligible to be returned, we may ask the buyer to send the item for inspection to ensure that the item is being <a href=\"/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763\">returned in the same condition\u003C/a>. If the returned item is found to be in a different condition, it will be sent back to the buyer and no refund will be issued.\u003C/p>\n\n<p>Learn more about <a href=\"https://pages.ebay.co.uk/authenticity-guarantee/\" target=\"_blank\">Authenticity Guarantee<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>.\u003C/p>\n\n<h2 id=\"section4\"><a id=\"return-policy\" name=\"return-policy\">\u003C/a>When the seller doesn't fulfil their return policy\u003C/h2>\n\n<ul>\n\t<li><a href=\"#actions-remorse\">Actions and timeframes<span class=\"g-hdn\"> when the seller doesn't fulfil their return policy\u003C/span>\u003C/a>\u003C/li>\n\t<li><a href=\"#outcome-remorse\">Deciding the outcome<span class=\"g-hdn\"> when the seller doesn't fulfil their return policy\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p>If the listing states that the seller offers returns, the buyer may return the item for any reason, including if they change their mind about the item ("remorse" returns).\u003C/p>\n\n<p>When a buyer requests a return within the seller's return policy, the seller must allow them to return the item for a full refund, including original postage costs.\u003C/p>\n\n<p>When the seller doesn't offer returns, or a remorse return request falls outside the seller's return window, the seller may exercise their discretion to accept or deny the return. If the seller chooses to accept the return, this will then be treated as if they had offered returns in the listing.\u003C/p>\n\n<p>Both buyers and sellers must meet all applicable <a href=\"#requirements\">return requirements\u003C/a>. If an item is being returned for remorse reasons, the listing states which party is responsible for <a href=\"#return-shipping\">return postage\u003C/a>.\u003C/p>\n\n<h3><a id=\"actions-remorse\" name=\"actions-remorse\">\u003C/a>Actions & time frames for "remorse" returns\u003C/h3>\n\n<div style=\"overflow-x: auto;\">\n<table class=\"standard\">\n\t<thead>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"width: 50%;\">\n\t\t\t<p><strong>Action\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p><strong>Time frame\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/thead>\n\t<tbody>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>The buyer requests a return\u003C/strong>\u003C/p>\n\t\t\t<a class=\"icon_action_btn\" href=\"/help/action?topicid=4041\" target=\"_blank\">Start a return request\u003C/a>\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Check the seller's stated returns window in the listing\u003C/li>\n\t\t\t\u003C/ul>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>The seller responds to the buyer's request\u003C/strong>\u003C/p>\n\n\t\t\t<p>The seller is required to respond and honour their returns policy.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>3 business days after the request date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">In some cases, eBay may automatically accept the return on the seller's behalf.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"3\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>If the item is being returned\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"1\" rowspan=\"2\" style=\"vertical-align: top;\"> \u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The buyer sends the item back\u003C/strong>\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>The latest date to post the return will be shown in an email sent by eBay to the buyer, as well as within the return request\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">If the buyer does not post the return by the specified date, eBay may close the return request.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p><strong>The seller issues a refund\u003C/strong>\u003C/p>\n\n\t\t\t<p> \u003C/p>\n\n\t\t\t<p class=\"inline-alert\">If return tracking shows the item was delivered, or if the item was sent through <a href=\"https://pages.ebay.co.uk/international-shipping/\" target=\"_blank\">eBay International Shipping<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>, eBay may automatically issue a full refund on the seller's behalf.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>2 business days after receiving the returned item\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">In some cases, sellers have additional time to issue the refund. You can find the refund deadline in the return details.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td colspan=\"2\" rowspan=\"1\" style=\"vertical-align: top;\">\n\t\t\t<p><strong>Ask eBay to step in\u003C/strong>\u003C/p>\n\n\t\t\t<p>If the seller hasn't responded or hasn't issued a refund by the refund deadline, or if the buyer and seller can't reach a resolution, either party can ask us to step in and help.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td style=\"vertical-align: top;\">\n\t\t\t<p>Earliest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>Once the seller has accepted the return, or 3 business days after the request date\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p>Latest:\u003C/p>\n\n\t\t\t<ul>\n\t\t\t\t<li>21 business days after the request date, if the seller never responded\u003C/li>\n\t\t\t\t<li>10 business days after the refund deadline has passed, if the seller is issuing a refund\u003C/li>\n\t\t\t\u003C/ul>\n\n\t\t\t<p class=\"inline-alert\">eBay may hold the return request open for up to 35 business days after the date the return was accepted.\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\u003C/div>\n\n<h3><a id=\"outcome-remorse\" name=\"outcome-remorse\">\u003C/a>Deciding the outcome when a seller doesn't fulfil their return policy\u003C/h3>\n\n<p>When eBay steps in on a "remorse" return request and the transaction meets our <a href=\"#coverage\">eligibility requirements\u003C/a>, we will look for all of the following:\u003C/p>\n\n<ul>\n\t<li>Evidence that the buyer and seller have each met their <a href=\"#requirements\">return requirements\u003C/a>\u003C/li>\n\t<li><a href=\"#proof-returns\">Proof of return delivery\u003C/a>, if the item was being returned\u003C/li>\n\u003C/ul>\n\n<p>If we determine that the <strong>seller\u003C/strong> did not fulfil their return policy or did not meet their other return requirements, we will treat the case as if <a href=\"#not-described\">the item did not match the listing\u003C/a>.\u003C/p>\n\n<p>If we determine that the <strong>buyer\u003C/strong> did not meet their return requirements, the buyer may not receive a full refund for the item and/or for original or return postage costs.\u003C/p>\n\n<h2 id=\"section5\"><a id=\"requirements\" name=\"requirements\">\u003C/a>Return requirements and return postage\u003C/h2>\n\n<p>Buyers and sellers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.\u003C/p>\n\n<h3>Seller return requirements\u003C/h3>\n\n<ul>\n\t<li>When a buyer requests a return for <strong>item not as described\u003C/strong> reasons, the seller must respond within the return request and offer a solution to the buyer's issue\u003C/li>\n\t<li>When a buyer requests a return for <strong>remorse\u003C/strong> reasons, the seller must honour their return policy as specified in the listing\u003C/li>\n\t<li>When the seller is responsible for <a href=\"#return-shipping\">return postage\u003C/a>, the seller must provide a return postage label or another return method that is acceptable to the buyer. eBay may provide the buyer with a return postage label on the seller's behalf and will charge the seller for the cost of the label\u003C/li>\n\t<li>The seller's return address should be up to date in their <a href=\"https://accountsettings.ebay.co.uk/uas/addresses\" target=\"_blank\">Addresses in My eBay<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>. If they haven't specified a return address, the item will be returned to the seller's registration address\u003C/li>\n\t<li>The seller must pay any applicable customs fees or duties on the returned item\u003C/li>\n\t<li>When refunding the buyer, the seller must issue the refund through the return request on eBay\u003C/li>\n\t<li>When posting a replacement or exchange item, the seller must provide the new tracking details to the buyer\u003C/li>\n\u003C/ul>\n\n<h3>Buyer return requirements\u003C/h3>\n\n<ul>\n\t<li>The buyer must return the item in the same condition in which it was received. If the item is returned used, damaged or missing parts, some sellers may deduct the loss in value from the amount refunded to the buyer. For more information, see our <a href=\"/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763\">Condition of returned items policy\u003C/a>\u003C/li>\n\t<li>When the seller is responsible for <a href=\"#return-shipping\">return postage\u003C/a>, the buyer must use the postage label provided, or other return method agreed with the seller. If the buyer chooses to purchase their own label, they assume responsibility for return postage, including the cost\u003C/li>\n\t<li>Any images added to a return request must be relevant to the return reason and comply with our <a href=\"/help/policies/listing-policies/images-videos-text-policy?id=4240\">Images, video and text policy\u003C/a>\u003C/li>\n\t<li>When there are strong indicators that the buyer received a counterfeit item, the buyer must cooperate with us to ensure proper disposal of the item, and must not sell the item on eBay or elsewhere\u003C/li>\n\u003C/ul>\n\n<h3><a id=\"return-shipping\" name=\"return-shipping\">\u003C/a>Return postage\u003C/h3>\n\n<p>Depending on the reason for the return, the seller or the buyer may be responsible for arranging and paying for a suitable return method.\u003C/p>\n\n<table class=\"standard\">\n\t<thead>\n\t\t<tr>\n\t\t\t<td style=\"width: 50%;\">\n\t\t\t<p>Reason for return\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p>Who is responsible for return postage\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/thead>\n\t<tbody>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t<p>Items that don't match the listing\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p>Seller\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t<p>"Remorse" or "change of mind" returns\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p>Per the seller's return policy in the listing<br />\n\t\t\t("free returns" or "buyer pays")\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\n<p><a id=\"proof-returns\" name=\"proof-returns\">\u003C/a><strong>Proof of delivery for returned items\u003C/strong><br />\nReturns should be sent with tracked postage that can be independently validated.\u003C/p>\n\n<p>We require all of the following to prove a successful return delivery:\u003C/p>\n\n<ul>\n\t<li>A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);\u003C/li>\n\t<li>The date of delivery or attempted delivery;\u003C/li>\n\t<li>The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the seller's specified return address; and\u003C/li>\n\t<li>Signature confirmation, on items with a total cost of £450 or more. Learn more about our <a href=\"/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154\">signature confirmation requirements\u003C/a>\u003C/li>\n\u003C/ul>\n\n<p>If the party responsible for return postage does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn't arrive.\u003C/p>\n\n<p><strong>Refunds and billing for return postage costs\u003C/strong><br />\nIf the <strong>buyer\u003C/strong> is responsible for return postage, the return postage cost won't be included in the refund.\u003C/p>\n\n<p>If the <strong>seller\u003C/strong> is responsible for return postage:\u003C/p>\n\n<ul>\n\t<li>Return postage costs will be charged to the seller separately if:\n\t<ul style=\"list-style-type:circle;\">\n\t\t<li>The seller authorised the buyer to use an eBay return label, or\u003C/li>\n\t\t<li>eBay provided a return label to the buyer on the seller's behalf\u003C/li>\n\t\u003C/ul>\n\t\u003C/li>\n\t<li>If the seller sends funds to the buyer to pay for return postage, the seller will not be refunded the amount by eBay even if the buyer chooses to not return the item.\u003C/li>\n\u003C/ul>\n\n<h2 id=\"section6\"><a id=\"delivery-dates\" name=\"delivery-dates\">\u003C/a>Estimated and actual delivery dates\u003C/h2>\n\n<p>Under eBay Money Back Guarantee, time frames to report an issue or request a return may be based on:\u003C/p>\n\n<ul>\n\t<li>The <strong>estimated delivery date\u003C/strong> (the latest date in the estimated delivery range that was provided to the buyer at checkout), or\u003C/li>\n\t<li>The <strong>actual delivery date\u003C/strong> (the date that tracking confirms the item was delivered, or the date that an item was collected)\u003C/li>\n\u003C/ul>\n\n<p>The table below sets out which of these applies when determining the latest date to report an issue or request a return.\u003C/p>\n\n<table class=\"standard\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"width: 67%;\">\n\t\t\t<p>When tracking shows the item was delivered/collected before the estimated delivery date\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p>Actual delivery/collection date\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\t<tr>\n\t\t\t<td>\n\t\t\t<p>When no tracking information is available\u003C/p>\n\t\t\t\u003C/td>\n\t\t\t<td>\n\t\t\t<p>Estimated delivery date\u003C/p>\n\t\t\t\u003C/td>\n\t\t\u003C/tr>\n\t\u003C/tbody>\n\u003C/table>\n\n<p>Buyers can find estimated delivery information in their <strong>Purchase history\u003C/strong>. Sellers can find the estimated delivery information that was provided to the buyer at the top of their <strong>Order details\u003C/strong> page.\u003C/p>\n\n<h2 id=\"section7\">Appeals and extensions\u003C/h2>\n\n<h3>Appeals\u003C/h3>\n\n<p>When eBay decides the outcome of a transaction issue, the buyer or seller may submit an appeal within 30 calendar days of eBay's decision. As part of reviewing an appeal, we may ask the buyer or seller to provide additional documentation.\u003C/p>\n\n<p>eBay reserves the right to seek <a href=\"#reimbursement\">reimbursement\u003C/a> from the seller for amounts refunded to the buyer, if a buyer successfully appeals.\u003C/p>\n\n<h3>Extensions\u003C/h3>\n\n<p>In some limited situations, we may extend the time frames specified above for buyers and/or sellers to take action and meet eBay Money Back Guarantee requirements.\u003C/p>\n\n<ul>\n\t<li>In individual cases, extensions may be offered to take into consideration factors such as the buyer's location, the postage service used, whether tracking is available to show the status of a delivery, a seller's extended return window, or other circumstances such as fraud\u003C/li>\n\t<li>Extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify buyers and sellers with an <a href=\"https://community.ebay.co.uk/t5/Announcements/bg-p/Announcements\" target=\"_blank\">announcement on eBay.co.uk<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\u003C/ul>\n\n<h2 id=\"section8\">Refunds, payment holds and reimbursements\u003C/h2>\n\n<h3>Refunds to buyers\u003C/h3>\n\n<p>For most purchases, buyers are refunded to their original payment method.\u003C/p>\n<p>\n For purchases that were paid for using Klarna installments, Klarna will adjust the payment plan accordingly.\n\u003C/p>\n\n<p>If we're unable to send refunds to the buyer's original payment method, we may provide refunds by another method such as PayPal, or by coupons or vouchers redeemable for purchases on eBay.\u003C/p>\n\n<p><strong>Currency exchange rate applied to refunds\u003C/strong>\u003C/p>\n\n<p>If a buyer chooses to use eBay currency conversion by selecting to pay in their local currency at checkout, the same exchange rate used at the time of purchase is applied when a refund is issued.\u003C/p>\n\n<p>eBay does not cover losses a buyer may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the buyer's bank, credit card issuer, or payment service provider. If you are a buyer, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.\u003C/p>\n\n<h3>Seller payment holds\u003C/h3>\n\n<p>If a buyer reports that they didn't receive an item or requests a return, or eBay steps in on an eBay Money Back Guarantee case, a seller's funds may be held by eBay as outlined in the <a href=\"/help/policies/member-behavior-policies/user-agreement?id=4259\">User Agreement\u003C/a> and <a href=\"https://pages.ebay.co.uk/payment/2.0/terms.html\" target=\"_blank\">Payments Terms of Use<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>.\u003C/p>\n\n<h3><a id=\"reimbursement\" name=\"reimbursement\">\u003C/a>Seller reimbursements to eBay\u003C/h3>\n\n<p>If eBay determines that a buyer is entitled to a refund under this policy and issues a refund to the buyer on the seller's behalf, eBay may seek reimbursement from the seller by invoice, or by collecting the amount of the reimbursement from the seller as described in the <a href=\"https://pages.ebay.co.uk/payment/2.0/terms.html\" target=\"_blank\">Payments Terms of Use<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>.\u003C/p>\n\n<p>If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.\u003C/p>\n\n<h2 id=\"section9\">Loss of coverage\u003C/h2>\n\n<p>Even if a transaction is eligible for eBay Money Back Guarantee, buyers can lose protection if they:\u003C/p>\n\n<ul>\n\t<li>Voluntarily close a request or case, or\u003C/li>\n\t<li>Open duplicate claims using other resolution methods, or\u003C/li>\n\t<li>Engage in fraudulent or abusive buying behaviour, or\u003C/li>\n\t<li>Violate an <a href=\"/help/policies/default/ebay-rules-policies?id=4205\">eBay policy\u003C/a>\u003C/li>\n\u003C/ul>\n\n<h3><a id=\"duplicate\" name=\"duplicate\">\u003C/a>Duplicate claims\u003C/h3>\n\n<p>A buyer may not seek resolution for the same transaction under more than one buyer protection programme. eBay may close a buyer's eBay Money Back Guarantee case if the buyer files a chargeback or buyer protection claim for the same transaction with their payment provider (such as a credit card issuer or payment service provider), regardless of whether the chargeback or buyer protection claim is for the full or partial amount of the transaction.\u003C/p>\n\n<p>If a seller loses a chargeback they may be eligible for <a href=\"/help/policies/selling-policies/payment-dispute-seller-protections?id=5293\">payment dispute seller protections\u003C/a>.\u003C/p>\n\n<h3>Fraudulent or abusive buyer behaviour\u003C/h3>\n\n<p>Buyers will not be covered by eBay Money Back Guarantee if they make fraudulent claims or engage in activity as described in the <a href=\"/help/policies/rules-policies-buyers/buying-practices-policy?id=4374\">Abusive buyer policy\u003C/a>. This includes, but is not limited to:\u003C/p>\n\n<ul>\n\t<li>Colluding with a seller to wrongly declare an item's value for customs\u003C/li>\n\t<li>Filing a chargeback after receiving a refund\u003C/li>\n\t<li>Claiming an item was not received when there is proof of delivery to the address provided on the <strong>Order details\u003C/strong> page\u003C/li>\n\t<li>Falsely claiming an item was not as described\u003C/li>\n\t<li>Opening duplicate cases using other buyer protection programmes\u003C/li>\n\t<li>Returning an item other than the original item received\u003C/li>\n\t<li>Using or damaging an item and then returning it\u003C/li>\n\u003C/ul>\n\n<p>In addition to the consequences described in the <a href=\"/help/policies/member-behaviour-policies/user-agreement?id=4259\">User Agreement\u003C/a>, we reserve the right to indefinitely suspend an individual's coverage under eBay Money Back Guarantee and impose any other sanctions we may deem necessary including issuing warnings, blocking a buyer's ability to request returns or refunds on eBay and account suspension.\u003C/p>\n\n<h2 id=\"section10\">Other terms and related policies\u003C/h2>\n\n<ul>\n\t<li>We may provide buyers and sellers with access to each other's contact information in accordance with our <a href=\"/help/policies/member-behavior-policies/user-privacy-notice?id=4260\">User Privacy Notice\u003C/a>\u003C/li>\n\t<li>eBay Money Back Guarantee is not a product warranty\u003C/li>\n\t<li>For items delivered through eBay International Shipping or the Global Shipping Programme, the programmes' terms and conditions for buyers provide more detail about how members are protected by eBay Money Back Guarantee:\n\t<ul style=\"list-style-type:circle;\">\n\t\t<li><a href=\"https://pages.ebay.com/internationalshippingprogram/buyer/terms/\" target=\"_blank\">eBay International Shipping buyer terms and conditions<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t\t<li><a href=\"https://pages.ebay.co.uk/shipping/globalshipping/buyer-tnc.html\" target=\"_blank\">Global Shipping Program buyer terms and conditions<span class=\"g-hdn\"> - opens in new window or tab\u003C/span>\u003C/a>\u003C/li>\n\t\u003C/ul>\n\t\u003C/li>\n\t<li>In certain situations, eBay may open a case on behalf of a user and decide the outcome immediately. For example, if a seller is suspended for fraudulent activity, we may automatically open a case and issue a refund to the buyer\u003C/li>\n\t<li>We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement\u003C/li>\n\t<li>Buyers and sellers permit us to make final decisions about all cases, including appeals\u003C/li>\n\u003C/ul>\n\n<h3>Helpful links\u003C/h3>\n\n<ul>\n\t<li><a href=\"/help/policies/selling-policies/seller-protections?id=4345\">Seller protections\u003C/a>\u003C/li>\n\t<li><a href=\"/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763\">Condition of returned items policy\u003C/a>\u003C/li>\n\t<li><a href=\"/help/policies/member-behavior-policies/signature-confirmation-policy?id=5154\">Signature confirmation requirements\u003C/a>\u003C/li>\n\t<li><a href=\"/help/selling/fees-credits-invoices/fee-credits?id=4128\">Fee credits\u003C/a>\u003C/li>\n\t<li><a href=\"/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816\">Payments on hold\u003C/a>\u003C/li>\n\t<li><a href=\"/help/selling/getting-paid/handling-payment-disputes?id=4799\">Handling payment disputes\u003C/a>\u003C/li>\n\t<li><a href=\"/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374\">Abusive buyer policy\u003C/a>\u003C/li>\n\u003C/ul>\n","id":"HELP1238","articleDescription":"<p>To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee.\u003C/p>\n","metaTitle":"eBay Money Back Guarantee policy","metaDescription":"Everything you need to know about eBay Money Back Guarantee.","intentDescription":"eBay Money Back Guarantee policy","estimatedReadingTime":"13 min","relatedLinks":[{"topicId":"4206","title":"Rules and policies for buyers","description":"<p>To help make buying on eBay a safe and enjoyable experience, we've put in place a number of policies and guidelines.\u003C/p>\n","tier":"T1","estimatedReadingTime":"1 min","taxonomies":["Policies","Rules and policies for buyers"],"fullPath":"/policies/rules-policies-buyers/rules-policies-buyers?id=4206"},{"topicId":"4209","title":"Member behaviour policies","description":"<p>One of the foundations of the eBay experience is the level of trust between all members of the eBay community. 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