Solve problems – Step by Step
Problem with your purchase?
Contact the seller within 30 days
No luck? Just let us know
If you're not satisfied after 8 days, ask eBay to get involved (do not wait more than 30 days)
eBay sorts it out
We'll get back to you in 48 hours – If your case qualifies, we will quickly issue a refund.
As with every programme like this, there are some rules. Here they are:
- eBay Money Back Guarantee protects you in case you do not receive your item or if the item is not as described in the listing. If this happens, you need to tell your seller within 30 days of your actual or latest estimated delivery date.
- The programme is designed to protect purchases that are usually sent by post – over 99% of listings on eBay. It doesn't include vehicles, real estate, businesses for sale, digital goods or services.
- To use the eBay Resolution Centre you need to have paid with Paypal, using your PayPal account. If you have paid as a PayPal Guest you cannot use this process, but you are of course still covered by PayPal Protection.
- This programme is limited to purchases on eBay.co.uk but if you have purchased on ebay.com or ebay.de, this is probably covered by similar programs in these countries. If you purchased on another eBay site and paid with PayPal, this is probably covered by the local PayPal Buyer Protection programme.
You can find all the details on the eBay Money Back Guarantee policy page.
Any further questions? Have a look at our FAQs here.