This policy was updated on 23 January 2024. Our policy guidelines have not changed, but information about activity that doesn't follow this policy has been added.
If the returned item is used, damaged, missing any parts, or is damaged in transit because it wasn't packaged correctly when the buyer sent it back, the seller might deduct from the refund to cover the loss in the item's value.
Read our full policy below for more details and specific requirements by listing category.
Frequently Asked Questions
I bought an item of clothing and removed the tags, then decided it was too small. Can I still return it and receive a full refund?
You can return the item, but as it's no longer in the exact same condition as when you received it, the seller might deduct an amount from your refund to cover loss of value.
I sent an item back to the seller, but it got damaged in transit. Can I still get a full refund?
If the item was damaged due to it being insufficiently packed and protected, then the seller might deduct an amount from your refund for loss of value.
I returned an item immediately after receiving it and I didn't alter it in any way. The seller is claiming that it's not in the same condition as when it was sent to me. What should I do?
You can ask us to step in and help. Please see the eBay Money Back Guarantee policy for more information.
A buyer returned an item damaged – what should I do?
If you qualify to deduct an amount from the buyer's refund, you can deduct up to 50% from the refund for the loss in value of the item. Learn more about seller protections.
Read our full policy
Condition of returns policy overview
Buyers may be liable for loss in value of the item if it's returned in a different condition from how it was received, or if the item is not packaged securely to prevent damage in return shipment. In the event that an item is not returned to the seller in the same condition, the seller might deduct the amount of loss from the buyer's refund.
Items returned by a buyer after inspection through eBay Authenticity Guarantee - opens in new window or tab will be sent back to the buyer and a refund will not be issued if the item is returned in a different condition from how it was when originally inspected.
What are the guidelines?
To be eligible for a full refund, the exact item you purchased must be returned. Returns that do not meet the below criteria may be subject to a deduction from the refund to cover the loss in the item's value.
General return requirements
Same or unaltered condition (not an exhaustive list):
- Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
- All parts and accessories must be intact
- Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
- Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
- Items must have original tags, labels and/or any accompanying materials that were originally included
Art & Collectables
- Must include any provided certificates of authenticity, grading or appraisal
- Items must not be removed from sealed packaging
Fashion
- Items cannot appear worn, washed or used
- Original tags must be attached to the item
- Sanitary lining cannot be removed from an undergarment
- Item cannot be altered in any way
- Item cannot be stained (dirt, makeup, food, etc.)
- Health & Beauty products must be unused and in original, unopened, undamaged and resalable condition
Electronics & Home Appliances
- Factory seal must not be broken/opened
Food & Beverages
- Item must be unopened
- Item must be within its use by or best before date
- Item packaging must be in original condition with no damage. For example, no dented cans or damaged labels
- All items are returned (e.g. if item forms part of a carton, it must be returned as a full carton)
Home & Garden
- Bedding items should be unopened and unused
- Vacuum sealed products, if opened, don't qualify for return
Industrial
- To be returned in original packaging
- Item should be drained of any fuel or liquid
- If assembled, item should be dismantled before return
Activity on eBay is required to follow this policy, the eBay User Agreement and all applicable laws, as well as respect the rights of third parties. If it doesn't, eBay may take action consistent with applicable laws and the eBay User Agreement, and may even be legally required to do so. Such actions may include, as an example only: Removing the listing or other content, issuing a warning, restricting activity or account suspension.
Why does eBay have this policy?
Standardised category return guidelines create a more consistent experience for both buying and selling by eliminating the uncertainty of what's acceptable to return and what isn't.