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 provide a resolution. 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 use the button below.
Return your item - opens in new window or tabOnce you've started a return, you can check on the status of your request at any time.
You can also start a return in your Purchase history. See the instructions below to find out how:
What happens after you've started a return
The seller has 3 business days to get back to you. How they respond depends on the reason for your return.
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.
Check an open return request
You can keep an eye on the progress of your return request by selecting Check your return status below, or in your Purchase history - opens in new window or tab.
Check your return status - opens in new window or tabSend the item back
When your return request is accepted, you'll usually receive a return postage label from either the seller or eBay. If no return label is available, you may be asked to purchase one directly from a carrier. Who covers the postage costs depends on why you're returning it. If you're responsible for return postage and using an eBay label, we'll deduct the cost of the label from your refund. Find more information about return postage.
You'll also receive a date by which you should send the item back. You can find this date in the details of your return request or the email we sent to your eBay Messages - opens in new window or tab with the subject "Send the item back". If you don't post the return by that date, we may close the request and you won't receive a refund.
When you send your item back, make sure a tracking number is added to your return request to avoid delays or issues in the refund process.
- If you use an eBay returns label, tracking details are automatically uploaded
- If the seller provided a label, they may have added the tracking number for you. If not, you should manually add tracking details to the return
- If no return label is available, you should manually add tracking details to the return
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 item is delivered to the seller, your refund should be processed within 3 business days. Your refund will be sent to your original payment method and funds are usually available within 3-5 business days. 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 have 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 to return your item, it's easy to cancel your request. See the instructions below to find out how:
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.