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Care free shopping, that’s our promise

Most purchases are a breeze from start to finish. If any issues arise, sellers will address your concerns straight away in almost every case.

On rare occasions, you might not get your item as expected. For eligible purchases, we go the extra mile to make sure that you get the item you ordered. If this is not possible, we will refund the purchase price & original postage costs.

When does this guarantee apply?

  • If your item doesn’t arrive, is damaged or doesn’t match the listing.
  • If the seller doesn’t honour the return policy included in the listing.
  • If the seller hasn’t resolved your issue within 3 business days or you cannot agree on a solution.

Eligibility for the guarantee

Most types of items on eBay.com.au are eligible for eBay Money Back Guarantee. For your purchase to be covered, you must pay via eBay checkout using an eligible payment method. You also need to make your claim within the time frames stated in the policy.

To be protected by eBay Money Back Guarantee, certain payment methods must be used and all eligibility requirements and deadlines must be met. Category/item exclusions apply. For full eligibility criteria and all terms and conditions, read our eBay Money Back Guarantee policy.

How eBay Money Back Guarantee works

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Step 1:

Start a claim

If an item hasn’t arrived or isn’t as described, go to My eBay, select the item in your Purchase history, then select Return this item or I didn’t receive it.*

Step 2:

Let us know if it’s not resolved

If the seller hasn’t resolved your issue after 3 business days, you can ask us to step in & help.

Step 3:

We’ll get your money back fast

You can count on hearing from us within 48 hours.

*You need to do this within the time frames stated in our eBay Money Back Guarantee policy.

The best solution for you

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Your item was not delivered

If the estimated delivery date for your item has passed, go to your Purchase history & select I didn’t receive it.

This opens a request so we can track the seller’s response. You can ask us to step in & help if the seller has not resolved your concerns within 3 business days.

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Your item is damaged or does not match the description

To return an item, go to your Purchase history & open a return request.

We can track the seller’s response to your request. You can ask us to step in & help if the seller has not resolved your concerns within 3 business days.

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contact seller

You have a different issue

To resolve a different issue, go to your Purchase history & contact the seller.

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We’re here to help

We will find a solution for you if:

  • You haven’t received an answer from the seller after 3 business days.
  • You couldn’t agree on a solution with the seller.

Getting in touch with us is easy. Simply go to Customer Service, select Contact us & follow the prompts to chat online or have us call you.

FAQ

1. Problem with your purchase

What types of purchase does eBay Money Back Guarantee cover?

You’re covered by eBay Money Back Guarantee on eBay.com.au when you pay via eBay checkout using an eligible payment method.

It covers most types of items but excludes vehicles, heavy machinery, real estate, websites and businesses for sale, services, travel and event tickets, digital goods and intangible items, or anything listed as a Classified Ad.

Eligible payment methods and full list of exclusions can be found in our eBay Money Back Guarantee policy page.

What should I do if I haven’t received an item?

Check your order’s delivery information in your Purchase history. You’ll see the estimated delivery date, and the address it’s being sent to.

If the estimated delivery date has passed, select More actions beside your item and then I didn’t receive it.

This opens a request so we can track the seller’s response. You can check the status of the request at any time, and ask us to step in and help if the seller has not resolved your concerns within 3 business days.

What should I do if I’ve received something that doesn’t match the item listing?

Find the item in your Purchase history and select Return this item. Select your return reason and provide the seller with relevant details and images.

Once your return request is opened, we can track the seller’s response. You can check the status of the request at any time, and ask us to step in and help if the seller has not resolved your concerns within 3 business days.

What determines if an item is ‘not as described’?

Sellers are required to deliver the item as it was described in the listing. An item is considered ‘not as described’ if you receive the wrong item or the item arrives broken, damaged or faulty (and was not clearly described as such). Examples include:

• Different item or version
• Wrong condition (e.g. the listing stated the item was ‘new’ when it’s clearly been used)
• Missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it’s missing)
• Defective during first use (e.g. TV didn’t turn on)
• Counterfeit item
• Missing major parts or features, and this wasn’t mentioned in the listing
• Damaged during postage

When you open a return request, or if eBay is asked to step in, you may be asked to provide further information or photos related to the return reason.

What if I change my mind and no longer want something?

Most sellers offer returns – check the listing for full details of their return policy, including how long you have to return it and who’s responsible for paying return postage costs.

To return an item, find it in your Purchase history and select Return this item. Learn more about returning an item.

If a seller doesn’t honour their returns policy or doesn’t issue a refund after receiving the item back, you can ask eBay to step in and help.

What happens once I’ve contacted the seller?

Sellers should get back to you quickly to offer a resolution. They may ask you to provide further information.

For an item that hasn’t arrived, your seller should provide an update on the delivery of the item if they’ve used a courier or have tracking. They should offer a replacement or refund if something is lost.

If you received something that wasn’t as described, your seller will often ask you to return it and then send a refund or a replacement.

If a part was missing or requires repair, your seller may offer to send the missing part, or offer a partial refund.

What should I do when the seller asks me to return an item?

Many sellers ask you to return an item before they send a refund or replacement. Send your item back to the seller so they can do this.

For most returns, you’ll be able to print a tracked return postage label. Simply attach it to the parcel and drop the parcel off.

If no return label is available, make sure you use a tracked postage service to send the item back, and upload the tracking details to the return request.

If no return label is available, make sure you use a tracked postage service to send the item back, and upload the tracking details to the return request. If you’re returning an item that has a total cost of $750 or more, you’ll need to use a tracked service with signature confirmation. Learn more about signature confirmation requirements.

What should I do once the seller has resolved my issue?

If you’re happy with the resolution provided by the seller and you don’t need eBay to step in, go to My eBay and close the request.

Before you close the request, you should make sure it’s fully resolved – for example, you’ve received the refund promised.

Once a request is closed, you can’t re-open it.

2. Not resolved? Let us know

The seller didn’t resolve my issue – how do I ask eBay to help?

If you have a request that’s been open for more than 3 business days, you can ask us to review it.

Go to your open request in My eBay and select Ask eBay to step in.

How long do I have to get in contact if I have a problem?

To be covered by eBay Money Back Guarantee, you need to:

  • Report that an item hasn’t arrived or was not available for collection within 30 calendar days from the estimated or actual delivery/collection date
  • Request a return 30 calendar days from the estimated or actual delivery date or within the seller’s stated returns window, whichever is longer. If you’re returning the item to the seller, make sure you post it by the date specified in the return request.

If you’re not happy with the seller’s solution and 3 business days have passed since you opened the request, you can ask us to step in and help.

If there is no activity on your request and you don’t ask us to step in, your request may close automatically 21 days after you opened it. We’ll send you reminders so you don’t forget. 

For full details of actions and time frames, please read our eBay Money Back Guarantee policy.

3. We’ll sort it out

What happens when I ask eBay to help?

If you ask us to step in on your request, we’ll review all of the information and get back to you within 48 hours. Learn more about asking eBay to help.

How will I receive my refund?

The purchase price and the original postage cost is refunded to your original payment method. (Note that for purchases paid using Afterpay, Afterpay will refund your card and/or adjust your repayment plan accordingly.)

If we’re unable to refund your original payment method, we’ll refund you as described in our eBay Money Back Guarantee policy.

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