How to get a refund from eBay for 'item not as described'
Getting an item from eBay that isn't what you expected can be frustrating. Thankfully, eBay has a robust Money Back Guarantee designed to protect buyers in these situations. If your item isn't as described, you have clear steps to follow to get your money back.
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Build my claim →Your rights
Your primary protection on eBay is the **eBay Money Back Guarantee**. This policy covers you if an item isn't received or isn't as described. For UK buyers, the **Consumer Rights Act 2015** also provides statutory rights for goods to be of satisfactory quality, fit for purpose, and as described, which eBay's policy often aligns with or exceeds.
Step by step
- 1Contact the seller directly through eBay's messaging system. Explain clearly why you believe the item is not as described, providing photos if possible, and request a resolution, such as a full refund or a partial refund.
- 2If the seller doesn't resolve the issue within three business days, or if you're not satisfied with their response, open an 'item not as described' case through eBay's Resolution Centre. You typically have 30 days from the actual or estimated delivery date to do this.
- 3Follow eBay's instructions for returning the item. In 'item not as described' cases, the seller is usually responsible for the return shipping costs. Ensure you use a tracked shipping method and upload the tracking information to the case.
- 4If the seller doesn't issue a refund after receiving the returned item, or if they don't respond to the case, escalate the case to eBay. eBay will then review the evidence and make a final decision, often issuing a refund directly if they side with you.
What they'll say, and your comeback
“The item was clearly described in the listing, you just didn't read it properly.”
Comeback, My claim is that the item I received does not match the description or photos provided in the listing, regardless of what I read. The item itself is different from what was advertised.
“I don't accept returns, it says so in my listing.”
Comeback, eBay's Money Back Guarantee policy overrides a seller's 'no returns' policy for items that are not as described. This is a condition of selling on the platform.
“You've used the item, so I can't resell it.”
Comeback, The issue is that the item was not as described upon receipt, not that I simply changed my mind. I am entitled to return an item that doesn't match its description, even if it required inspection to discover the discrepancy.
FAQ
How long do I have to open an 'item not as described' case?
You generally have 30 days from the actual or estimated delivery date to open an 'item not as described' case through eBay's Resolution Centre.
Who pays for return shipping if an item is not as described?
In most 'item not as described' cases, the seller is responsible for the return shipping costs, as the fault lies with the accuracy of the listing.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.