When you buy something on eBay, there’s always a chance that it may not be what you expected. Maybe the colour is different from what was shown in the picture, or it doesn’t fit like you thought it would. If you need to return an item to a seller abroad, don’t worry – eBay has a refund policy in place to help make the process as smooth as possible.
In this article, we will explain how to return an item and request a refund on eBay. We’ll also go over the rules and eligibility requirements of eBay’s refund policy, as well as the costs associated with returning an item. Finally, we’ll talk about how to refund customs charges once the item has been returned to the seller.
Let’s dive in!
eBay’s return policy in a nutshell
The good news is that eBay’s return policy is pretty straightforward: if you’re not happy with your purchase, you can return it within 30 days for an eBay refund. But there are a few things to keep in mind before you hit the “return” button.
First, sellers can set their own return policies, so be sure to check the listing description before you buy. Second, unless the item is defective or not as described, you’ll most probably have to pay for return shipping. And finally, eBay doesn’t cover items that are lost or damaged in transit, so if you’re returning something fragile, it’s probably best to insure the package.
As we mentioned before, eBay offers a refund for most items that are returned within 30 days. But there are a few exceptions, such as digital items and items that are “as-is.”
In general, though, if you’re not completely satisfied with your purchase, you can get an eBay refund as long as you meet the following criteria:
- The item is returned within 30 days
- The item is in the same condition as when it was sold
- The item is returned with all original packaging and accessories.
Once eBay has received and processed your return, they will issue a refund to your original payment method. This takes two business days after the seller gets back the item.
eBay money back guarantee
eBay Money Back Guarantee policy is in place to protect buyers from sellers who don’t deliver on their promises. If you don’t receive your item or it’s not as described, you can open a case and request a refund.
In most cases, you’ll have up to 30 days to request a refund. And if your case is eligible, eBay will refund your original purchase price plus any shipping costs you paid.
However, there are a few things to keep in mind before you open a case. First, you’ll need to have proof of purchase, such as an email confirmation or PayPal transaction ID. Second, cases can take up to 30 days to resolve, so if you need a refund right away, this may not be the best option.
Finally, keep in mind that opening a case is a serious matter – if you make false claims or open multiple cases for the same issue, you could face eBay account suspension. The eBay seller can check the Order details; falsely claiming that the parcel was not delivered or not as described will result in losing guarantee coverage and blocking buyers.
Moreover, eBay states that opening duplicate requests through a buyer’s protection program or abusive behaviour can also lead to blocking buyers from requesting returns.
Let’s see some examples of when you are protected by the policy.
If you don’t receive your item
If you don’t receive the item you ordered, you’re covered under the eBay Money Back Guarantee.
Buyers have 30 days after the estimated delivery date to notify the seller that they didn’t receive it. After sending a report, the seller has three days to contact you to share details about the package and request to give you a refund.
Sometimes, eBay gets involved in resolving these cases – if they rule in your favour, you will be fully refunded for the item and postage.
If you receive the wrong item or your item is not as described
Again, you have 30 days from the delivery date to request a return, and the seller has three days to respond. If the return is accepted, you have to send the item within ten business days. Once it gets back to the seller, you should get your eBay refund in two days.
eBay will step in if the seller is not responding to your request. They will check the listing description and compare it with the item you received. If they decide that you did receive the wrong item, you will be notified to send it back.
What if you ordered multiple items?
Multiple listings
According to eBay’s return policy, multi-quantity listings bought from the same seller can be returned only once.
Let’s say that you bought five shirts that the seller listed individually. Once the items arrive, you realise two shirts do not fit you. If you decide to return them, the seller will give you a partial refund for these two shirts. However, after the refund process, you will be able to return the other three shirts if you change your mind about them.
Bundles
In the case of bundles, you have to return the entire quantity. So, if you purchased a pack of false eyelashes, you have to return the set, and the seller will give you a full refund amount.
All about the return process
If you are certain about returning purchased items, here is a step-by-step guide on how to do so.
How to return an item on eBay to a seller abroad (step-by-step guide)
Here is what you need to do:
- Log into your eBay account and go to My eBay.
- Find the item you want to return from your eBay purchase history and select Return this item from the More actions dropdown menu.
- Choose a reason for your return and whether you want a refund or replacement. Then click Continue.
- If the seller accepts your return request, they’ll send you instructions on how to return the item.
Let’s get familiar with possible cases.
The item was damaged, or you didn’t receive what you bought
It can be really frustrating when you buy something online, and it’s not quite what you were expecting. Maybe it doesn’t fit, the colour is different than you thought it would be, or the seller sent you the wrong item.
Whatever the reason, it’s no fun to return an item. Fortunately, most sellers are willing to accept returns and issue full refunds, as long as the item is in the same condition in which it was received.
Even if the seller’s returns policy says that they do not accept returns, you can still send a return request if the item was damaged or you didn’t receive what you bought.
Keep in mind that if the item gets damaged on its way back, the seller might deduct from the full refund to cover the loss in the item’s value.
You might be asked to keep the item and receive a partial refund. This way, you’ll still be able to use the product and won’t have to go through the hassle of filing a return request and waiting for a replacement.
Finally, the seller might ask about details of your request to return the item and offer to exchange it instead of refunding it.
You’ve decided that you don’t want the item
Sometimes we see something online, and we just have to have it. But when it arrives, we realise that it’s not quite what we wanted after all.
If this happens, don’t worry – you can always return the item for a full refund, as long as you do it within 30 days of receiving it.
The seller may also offer a partial refund. You will keep the item you bought, and they will refund one part of your purchase as a sign of goodwill. In some cases, the seller might ask you if you would like to exchange the item for something else.
Unfortunately, sellers can decline your return request if you changed your mind about an item and they clearly stated in the listing description that they don’t accept returns. Or if you missed the seller’s deadline to start a return.
Sellers on eBay have three days to respond to your request to return the item. On the Check your return status page, you can check whether the seller processed your request.
Once your return request gets accepted
Once the seller accepts your return, you’ll receive an email with further instructions. You have to send the item back within ten business days, and it’s best to use tracked postage, so there’s no confusion about whether or not the item was actually returned.
Once you’ve made your selection, you’ll need to print a return shipping label and attach it to the package. If you use an eBay returns label, tracking details are automatically uploaded, but if you’re using your own label, you’ll need to do it manually.
Make sure that the item is packaged correctly, so it doesn’t get damaged in the transport and arrives in the same condition as when you bought it.
If you choose a full refund, you’ll have the option to receive your money back to your original payment method or as an eBay voucher. If you choose a replacement, you can either request one from the seller or select one from eBay’s catalogue.
Once the package is ready, just drop it off at your local post office or shipping centre. Bear in mind that if your package is worth over £450, you have to include the signature confirmation.
And that’s it! You’ve successfully returned an item on eBay.
What to do if you change your mind about the return request?
Cancelling the return request is just as easy as submitting one.
Here is what you should do:
- Open your Purchase History and select the item.
- Go to the More Actions dropdown menu and choose request details.
- Tap on Close your request.
Once you cancel the request, you won’t be able to open the case again, so think twice before starting the process.
Who is responsible for paying return shipping?
This is an important question that can determine the entire cost of the purchase. And the answer is that it depends on the situation, so you need to check this information in the seller’s return policy before placing an order or submitting a return request.
If the item is being returned because it is faulty or simply not as described on the seller’s page, then the seller is responsible for the return postage costs.
Royal Mail usually has the lowest shipping fees for international returns, so you might want to consider them for your return.
What if you paid customs charges on your eBay order?
When ordering items from Europe to the UK, you might be charged import duty.
If you paid customs charges on an eBay order that you later returned, don’t worry – this money can be refunded as well.
In the UK, import charges have to be paid for goods worth over £135. However, if you returned the goods and received a refund from the eBay seller, you can also ask the HMRC for a refund of customs charges.
Import VAT and duty will be refunded even if you decide to return only one item from the package – this is the partial refund identically calculated as the one you will get from the seller. The only thing you cannot get a refund for is a courier handling fee.
Wondering how to submit a claim to HMRC and get your money back?
Duty Refunds can help you!
Get a refund of customs charges with Duty Refunds
Duty Refunds is an online service that specialises in getting refunds of customs charges on returned goods. We have helped many UK customers successfully reclaim customs charges on goods they’ve returned to eBay or other retailers outside the UK.
The process is pretty simple – you just need to fill out a short form on our website to check eligibility, and if everything is okay, file a claim.
All we need to start the refund process is the tracking/waybill number. Our experts will contact the courier to get the needed documents and file a claim to HMRC on your behalf. During the process, you can always check the status of your claim on your account.
In just three weeks, the money will be in your bank account!
Final thoughts
We hope that you found this article helpful and that you now have a better understanding of eBay’s refund and return policy.
If you have paid customs charges on your eBay orders but then decided to return the items, remember that you can reclaim customs duty and import VAT. Duty Refunds will be more than happy to take your case and get your money back, so don’t hesitate to contact us!