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About our buyer protection programs

Buyer protection programme

We want you to shop with confidence on eBay. That's why we've developed our buyer protection programme which may help you should you encounter problems with an item you've purchased.

If you haven't received your item, or it doesn't match what was described in the listing, we may be able to help you by facilitating communication between you and the seller through our Resolution Centre. Through the eBay Buyer Protection programme, you may also be eligible for a refund of the item purchase price and the original costs of postage & packaging (P&P).

Step-by-step guide to buyer protection

Here’s a step-by-step guide on how to use buyer protection:

1.
Before you buy, check the listing. Review the seller's Feedback, terms of sale, item description, and P&P and payment methods. Do take the time to ensure that you're comfortable with the item and the terms that the seller is offering.
2.
Allow enough time to receive an item - usually about 10 days. Keep in mind the seller needs time to receive and confirm payment and dispatch the item.
3.
Email the seller, and make sure the seller can contact you. Follow up with the seller to get answers to your questions. You can request the seller's email address or use the Ask a question link in the listing.
Check your email spam filter for messages. The seller may be trying to email you, but spam filters may have blocked the seller's messages.
Check your own contact information. It's possible that the seller is trying to email you, but your contact information is out of date. To check or change your email address, go to the Account tab in My eBay and click the Personal Information link.
4.
Call your seller. Request the seller's contact information and give the seller a call.
5.
If you aren't able to work things out with the seller, contact us so that we may help. Click the My item hasn't arrived yet, what do I do? or What can I do when I get an item that's not as described? link and follow the instructions.
You'll be able to open a case and track that steps that have been taken to resolve the problem. If the problem can't be resolved between you and the seller, and your case qualifies for coverage under eBay Buyer Protection, you may receive a refund of your purchase price plus the costs of original P&P.
Important: You can open a case only through the eBay country site where you purchased the item. Also, keep in mind there are deadlines for opening a case—usually within 45 days of making payment on an item.
6.
Contact your credit card company. If we aren't able to help you, your credit card company may be able to. Most credit card companies provide some level of purchase protection. Contact your credit card company to find out more.
7.
Leave Feedback. Leave honest, fair, factual Feedback. This will let other members know about your experience with the seller and help keep eBay a safe place for buying and selling.

Note: If you purchased items as a guest, your items become eligible for buyer protection only after you register as an eBay member (registration is free).  

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