eBay returns for UK sellers

What does UK law say about returns for business sellers?

The Consumer Contracts Regulations give consumers a right to cancel most distance sales, including online sales, from a trader. These rules apply to business sellers, not private sellers.

This is a summary, not legal advice. Check the regulations and GOV.UK guidance linked below for the exact rules.

• The cancellation period ends 14 days after the day the buyer, or someone they name, receives the goods. If an order arrives in separate parcels, it runs from the day the last one arrives.
• You must tell buyers about their right to cancel. If you don’t, the period can be extended by up to 12 months.
• Once the buyer tells you they’re cancelling, they have 14 days to send the goods back.
• The buyer pays the direct cost of returning the goods, unless you agreed to pay it or didn’t tell them they’d have to.
• You must refund everything the buyer paid, including the outbound delivery charge. If they chose a more expensive delivery option, you only need to refund the cost of your cheapest standard option.
• You must refund within 14 days of getting the goods back, or of the buyer giving evidence they sent them, if that’s sooner. Use the same payment method unless the buyer agrees otherwise.
• If the item’s value has dropped because the buyer handled it more than they needed to see what it is, its characteristics and how it works, you can deduct that amount.

Tip Some goods are exempt from the right to cancel, including items made to the buyer’s specification or clearly personalised, goods that go off quickly, and sealed hygiene items or sealed recordings and software once unsealed.

Faulty items and the Consumer Rights Act

Faulty goods are a separate matter from change-of-mind cancellations. GOV.UK says you must offer a full refund if an item is faulty, not as described or doesn’t do what it’s supposed to.

eBay’s business seller policy says business sellers must accept the return of faulty items within 30 days, with a full refund, for items covered by the Consumer Rights Act 2015.

How the eBay Money Back Guarantee works

eBay’s Money Back Guarantee covers buyers when an item doesn’t arrive, when it’s faulty, damaged or doesn’t match the listing, and when a seller doesn’t honour their own return policy.

Buyers have 30 calendar days from the estimated or actual delivery date to report a problem or ask for a return. You then have 3 business days to respond and resolve it before the buyer can ask eBay to step in.

Even if your listing says no returns, a buyer can still return an item that doesn’t match the description.

If eBay steps in and finds you responsible, the case counts as a case closed without seller resolution, which is a defect on your seller performance. You can appeal within 30 calendar days of eBay’s decision.

Who pays for return postage on eBay?

eBay’s business seller policy also says business sellers can’t charge restocking fees, keep original postage fees for returns, or charge buyers return shipping fees. Read it alongside eBay’s return postage page before you choose your settings.

Choosing your eBay return policy

Your return policy sets how long buyers have to start a return, who pays return postage, and how you refund. Business policies let you save a return policy once and use it on many listings.

As a business seller, your return window shouldn’t be shorter than the 14-day legal cancellation period. eBay recommends 30 or 60 days as buyer-friendly options, and 30-day returns are required for the eBay Premium Service badge.

A longer window or free returns may cost you more in returns, so include a returns allowance when you work out your profit.

How to handle a return request on eBay

1. Respond within 3 business days. You can accept the return, offer a partial refund, give a full refund without the item coming back, offer a replacement or exchange, or message the buyer.
2. If you accept, the buyer sends the item back. eBay may provide a return label.
3. When it arrives, check it against the buyer’s reason for returning it.
4. Refund within 2 business days of receiving it. If you don’t, eBay may refund the buyer for you.
5. If a change-of-mind return comes back used or damaged, you may be able to deduct part of the refund, within eBay’s limits and the law. You can’t deduct if eBay has stepped in, or if you’re Below Standard.

Watch out If you don’t respond to a return request, eBay may refund the buyer and ask you to repay it, without the item coming back.

How to reduce not-as-described returns

Returns where the buyer says the item doesn’t match the listing cost you the most: you pay return postage, and eBay tracks how often they happen. A Very High rate compared with similar sellers can mean higher final value fees.

• Use photos that show the actual item, including any flaws.
• Get the title, item specifics, size and condition exactly right.
• If you use a supplier, check that what they send matches your listing.
• Pack items well, so they don’t arrive damaged.
• Answer buyer questions before they buy, so they know what they’re getting.