4 min article

Return an item for a refund

Most sellers accept returns if you've changed your mind about an item – check the listing for full details of their return policy. If there's something wrong with your item, you're entitled to return it, regardless of the seller's return policy.

Are you a seller and need help with a return request? Read our article on handling return requests

If you no longer want an item, most sellers offer returns. Check the listing to see the seller's full return policy, including how long you have to request a return and any other conditions. You can check the listing by selecting the item in your Purchase history - opens in new window or tab. If the seller states in their return policy that they don't accept returns, you can ask them to see if they'll make an exception.

If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under eBay Money Back Guarantee. You can return it even if the seller's returns policy says they don't accept returns.

Once you start a return, the seller has 3 business days to sort things out. If your problem isn't resolved at the end of those 3 days, you can ask us to step in and help.

Start a return

To start a return, select the item you want to send back from your recent purchases above, or follow these steps:

  1. Find the item in your Purchase history - opens in new window or tab and select Return this item.
  2. Select your reason for the return.
  3. If the item arrived damaged, broken or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
  4. Select Send.

Return your item

Once you've started a return, you can check on the status of your request at any time.

Tip
If you and the seller agree, the seller could send you a replacement (another of the same item) or exchange (a different, but similar item). The seller should upload the tracking details for the replacement or exchange item to the return request.

What happens after you've started a return

The seller has 3 business days to get back to you. You can monitor the progress of your request by selecting Check your return status below, or in your Purchase history - opens in new window or tab.

Check your return status

How the seller responds depends on the reason for your return.

You changed your mind about an item

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller will then issue you a full refund – depending on their returns policy, this may or may not include the original postage cost. Check the seller's return policy in the listing to see who is responsible for return postage costs.

Offer you a partial refund and let you keep the item – This can be a good compromise when the seller doesn't accept returns, but wants to offer you a gesture of goodwill – say if you ordered the wrong thing by accident.

Decline your return request – Sellers can only decline your return request if you changed your mind about an item and they stated in the listing that they don't accept returns, or if you missed the seller's deadline to start a return.

Send you a message – The seller may ask you for some more details about your return request, or offer to let you exchange the item.

When the seller replies, we'll send you an email with details of the next steps.

 

 

Your item didn't match the listing, or it arrived faulty or damaged

Here's how the seller may respond:

Accept your return request and offer a full refund – You'll return the item and the seller will then issue you a full refund, including the original postage cost. The seller will also pay for return postage.

Offer you a partial refund and let you keep the item – This can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

Send you a message – The seller may ask you for some more details about your return request, or offer to send you a replacement item instead of a refund.

When the seller replies, we'll send you an email with details of the next steps.

 

Send the item back

Once the seller has accepted your return, it's important to send the item back promptly. Check the email we sent to your Messages - opens in new window or tab with the subject "Send the item back" for the date by which you should post it. If you don't post the return by the specified date, we may close the request and you won't receive a refund..

To send the item back, you can use an eBay return label, or a label from another carrier. Who covers the postage costs depends on why you're returning it. Find more information about return postage.

Make sure you add tracking details to your return to help protect against delays or issues in the refund process.

Keep in mind that the condition in which you send the item back to the seller is important, so repack it carefully. If you return the item used, damaged or missing parts, or if it gets damaged during return postage, the seller may deduct an amount from your refund to cover the loss in the item's value. For more information, see our Condition of returned items policy.

Tip
If the item has a total cost $750 or more it will need to be returned with a signature confirmation. Learn more about our signature confirmation requirements.

Get your refund

Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 3 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with Apple Pay, Google Pay or a credit card, it may take up to 30 days to process, depending on your card provider. If you'd paid using Afterpay, Afterpay will refund your card and/or adjust your repayment plan accordingly.

You can check on your refund in your Purchase history - opens in new window or tab.

Get help from eBay

Most of the time if you have an issue with a purchase, the seller will be able to solve it for you. However, we're always ready to step in and help if the seller doesn't sort things out. Once the 3 business days has passed, you generally have up to 21 business days after the request was opened to ask us for help.

Learn more about asking eBay for help.

Cancelling a request

If you've changed your mind about a case you've opened, and no longer want return your item, it's easy to cancel your request.

Cancelling a return request

To cancel a return request:

  1. Go to your Purchase history - opens in new window or tab and find the item.
  2. Select See request details in the More actions drop-down menu.
  3. Select Close your request and choose your reason from the drop-down menu.

It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.

Misuse of returns or eBay Money Back Guarantee

Buyers who engage in activity as described in the Abusive buyer policy may be subject to a range of actions, including warnings, being blocked from requesting returns or refunds on eBay, being blocked from opening claims, loss of eBay Money Back Guarantee coverage, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • Opening duplicate requests using other buyer protection programs
  • Colluding with a seller to wrongly declare an item's value for customs
  • Filing a chargeback after receiving a refund
  • Claiming an item was not received when the Order details page shows proof of delivery to the buyer's address
  • Falsely claiming an item was not as described
  • Returning an item other than the original item received
  • Using or damaging an item and then returning it.

You can find more information about our returns policies by referring to our eBay Money Back Guarantee policy and our Condition of returned items policy.

Tip
As stated in the policy, the eBay Money Back Guarantee is not a product warranty, and does not replace your Australian Consumer Law rights.

Frequently asked questions about returns

Why was my refund less than the amount I paid?
Depending on the condition you sent the item back in, the seller may reduce the refund they issue you. For more details, please see our Condition of returned items policy.

Where do I return a Click & Collect item?
If you collected the item from the retailer, you'll need to take it back to the store along with your purchase confirmation. Check the seller's return policy for specific instructions.

If your item was sent to a Woolworths, Parcelpoint or Hubbed location, you'll need to post it back to the seller. Simply follow the instructions above for starting a return request.

What should I do if I sent the item back, but the seller didn't receive it?
When returning an item you should always use tracked delivery. If the item has a total cost of $750 or more it will need to be returned with a signature confirmation. If you didn't, and think the seller should have got the item back by now, please get in touch with the seller through the return request.

How should I return the item?
An item should be returned in the same condition in which it was received. When returning an item you should always use a tracked delivery service and upload tracking. This maintains proof you returned the item to the seller which ensures your refund. If the item is $750 or more it will need to be returned with a signature confirmation. Learn more about return postage for buyers.

Can I return an item if my account is suspended?
No, if your eBay account is suspended, you won't be able to return any items until the reason for suspension has been resolved and your account reinstated.

Can I return more than one item from my order?
Depending on the listing, you can return one item or multiple items. Here are your options:

  • Lots, sets and bundled items – You need to return the entire quantity of the order. For example, if you bought a set of paintbrushes you can't return just one of them.
  • Multi-quantity listings – You can return any quantity of your purchased items. For example, you selected a quantity of five t-shirts at checkout. You can return some or all of them, but you only have one opportunity to do so. If you choose to return two t-shirts, you can't return the other three later.
  • Multiple listings from the same seller – You can return each item. For example, you buy three books that the seller listed individually, but you paid for all of them at once at checkout. You can return each book individually.

If the item you received doesn't match the listing, or if it arrived faulty or damaged, you can return it even if the seller's returns policy says they don't accept returns.

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