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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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, applying to purchases up to 30 days after the item was received or should have been received. A refund typically includes the purchase price plus original shipping. 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. Under this Act, you can normally reject goods that are not as described for a full refund within 30 days of taking delivery. This 30-day period starts from taking ownership of the goods, which can be the purchase date or delivery date, whichever is later.
Step by step
- 1Request a return from My eBay, explaining clearly why the item is not as described. Provide photos if possible. The seller has 3 business days to respond.
- 2If the seller does not respond within 3 business days, or if you are not satisfied with their response, open an 'item not as described' case through eBay's Resolution Centre. You have 30 days from the actual or estimated delivery date to do this.
- 3Follow eBay's instructions for returning the item. The seller is typically responsible for return shipping costs in 'item not as described' cases. Use a tracked shipping method and upload the tracking information to the case.
- 4If the seller does not issue a refund within 2 business days after receiving the returned item, or if they do not respond to the case, ask eBay to step in. eBay will 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.
What actually happens
In practice, most 'item not as described' cases on eBay involve returning the item to the seller. You'll typically initiate a return request, and the seller has 3 business days to respond. If they agree to the return, you send the item back, usually with the seller covering return shipping. Once the seller receives it, they have 2 business days to issue your refund, which covers the item's purchase price and original shipping. If they don't, or if they refuse the return, you escalate to eBay. eBay often steps in to issue the refund directly if they side with you. The entire process, from opening a case to receiving funds, can take around 1-2 weeks, depending on shipping times and how quickly parties respond. Refunds usually appear in your account within 3-5 business days of being issued.
FAQ
How long do I have to open an 'item not as described' case?
You 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.
How long does it take to get my refund?
Refunds are typically available within 3-5 business days after being issued by eBay or the seller.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-24.