Returns made simple

The seller decides whether they accept returns if you change your mind. If they do accept returns, they can specify how long you have to request a return and who pays for return postage. Sellers aren't allowed to have any contradictory information about their return policy in their listing.

If the item arrives faulty or damaged, or doesn't match the listing description, you can return it – regardless of the seller's return policy. Most purchases on eBay are covered by eBay Money Back Guarantee.

If the item you're returning isn't in the same condition as it was when you received it, or if it gets damaged in transit, the seller may only give you a partial refund. For more information, see our Condition of returned items policy.

When you send the item back, repack it carefully in the original packaging and don't forget to include accessories such as remote controls or manuals. Check out our packing tips for sold items – they apply when you're posting something back, too.

For most items, you'll be able to print a tracked return label on eBay. Simply attach it to the package and then drop it off at a location near you.

Make sure you send the item by the date specified in the return request. Tracking updates will be shown in the return request once the parcel has been scanned.

As an Australian consumer, you have a legal right to return items purchased from a business and to receive a repair, replacement or refund if the items:

• Are faulty or develop a fault within a reasonable period of time after purchase
• Aren't fit for purpose (i.e. they don't do what the seller said they would do)
• Don't match the seller's description or sample
• Are of unacceptable quality; or
• Fail to meet other mandatory consumer guarantees under the Australian Consumer Law.

You may be required to return the goods and to provide proof of purchase. Remember, your rights to a return, replacement or refund for faulty or non-compliant goods are in addition to any other rights under the seller's return policy or any warranty that comes with the goods.

Consumer guarantees don't apply if you:

• Simply changed your mind, found the product cheaper elsewhere, or decided you don't like or need the product
• Misused a product and have caused or contributed to the failure of the goods, for example, by damaging or misusing the goods.

Note: This information is general in nature and is not intended to constitute legal advice. Please visit the ACCC website for more information about consumer guarantees and your rights.

In many cases, including eBay Plus orders, sellers may offer free returns. However, if you have to pay for the return postage, here is a breakdown of the pricing: The postage cost of your return label can depend on both the carrier and the size and weight of the item you purchased.

Australia Post returns pricing (incl. GST, excl. fuel surcharge):

	Up to 500gm	500g - 1kg	1kg - 3kg	3kg - 5kg	5kg - 10kg	10kg - 22kg
Eastern seaboard metro and major regional	$8.24	$9.35	$10.12	$11.57	$13.74	$17.67
Adelaide	$9.50	$10.85	$12.70	$15.69	$20.21	$29.90
Perth	$10.77	$14.56	$18.90	$25.89	$36.31	$60.50
Tasmania, Rest of VIC, Rest of NSW, Rest of Southern QLD	$12.03	$13.72	$16.23	$20.30	$26.44	$39.84
Northern Territory, Nth QLD, SA Country, WA Country	$15.83	$18.24	$25.39	$36.74	$53.59	$91.96

For HUBBED returns pricing (incl. GST, excl. fuel surcharge):

	Up to 10kg & 120cm cubic dimensions
Sydney to Sydney	$6.85
Melbourne to Melbourne	$6.85
All Other	$8.25

If you're returning an item because you changed your mind, you must return it in the same condition as you received it. You must also include, in the same condition as it was received:

• All packaging such as boxes, bags & tags
• Accessories such as cords & remotes
• Certificates, manuals & warranty cards
• "Free gifts" or bonus items
• All items included in a bundle

If you've used an item and found it to be faulty, you can request a return and may have other rights such as a right of repair, replacement or refund.

If a seller offers returns, it's very likely that they'll be happy to exchange an item for you (for example, a different size) instead of giving you a refund. Let them know that's what you're after when you start the return request.

Many sellers offer free returns if you’ve changed your mind about an item, but sometimes you'll have to pay return postage. Check the seller's return policy in the listing.

Sellers are responsible for return postage if the item doesn't match the listing description, or arrived damaged or faulty. For more information, see our eBay Money Back Guarantee policy.

For most returns where you need to pay for return postage, you can simply print a postage label on eBay and drop the parcel off. The postage cost will be deducted from your refund.

Once the seller accepts your return (in most cases this is instant), we ask that you post the item back to the seller promptly. We'll send you an email with the latest date to get it sent off, and this date will also be shown within the return request. If you printed a return label on eBay, tracking updates will be shown in the return request once the parcel has been scanned. Otherwise, you may need to add tracking details to the return request.

If there's a delay, contact the seller to see if they're still willing to accept your return. Use Messages in My eBay to keep a record of your conversation with the seller.

In most cases, the seller will issue your refund within three business days after they’ve received the returned item.

If you haven't received a refund three business days after tracking shows the item was delivered back to the seller, follow up with the seller via the return request.

If you can't resolve the issue with the seller, you can ask eBay to step in and help.

If a returned item isn't in the same condition as it was received, the seller may deduct the amount of loss and only give you a partial refund. For more information, see our Condition of returned items policy.

Alternatively, if you were responsible for paying return postage and you used an eBay return label, the postage cost will be deducted from your refund.

You can check the details of your refund in your Purchase history.

Sellers and manufacturers often offer warranties on their goods.Warranty information may be included in the listing description, item specifics section of the listing or you can ask the seller using the Ask a question link on the listing.

If the goods come with a warranty, the warranty documents should explain how you go about returning items under warranty - where you need to send them and who is responsible for the return postage cost. If this information isn't included and you need to return an item under warranty, you can contact the seller from your Purchase history.

If the seller or manufacturer doesn't offer a warranty or it has expired, this doesn't limit your rights under the Australian Consumer Law relating to defective and non-complying goods.

Visit the ACCC website for more information about warranties.

The eBay return label service allows buyers to print a pre-paid postage label for sending an item back to the seller.

• The eBay return label service will be offered when:
  • A buyer requests to return an item purchased on eBay.com.au;
  • The seller accepts the return request or eBay automatically accepts the return request on the seller's behalf;
  • The item to be returned is within eligible weights and dimensions, and isn't in a prohibited or age-restricted category; and
  • Both the buyer's delivery address and the seller's return address are in Australia.
• The buyer can print a return postage label and then drop the parcel off at any available drop-off location.
• The cost of return postage may be paid by the buyer or the seller, depending on the seller's return policy and the reason for the return.
  • Where an item is being returned because it is faulty or damaged, or doesn't match the listing description, the seller is responsible for return postage costs. Read more about the eBay Money Back Guarantee.
  • Where an item is being returned for "remorse" or "change of mind" reasons, either the buyer or the seller may be responsible for return postage costs, as per the seller's return policy in the listing.
  • If the buyer is responsible for return postage costs, the buyer will be prompted to print a return postage label. The buyer may elect to use an eBay-generated shipping label or purchase a shipping label directly from a carrier. By choosing to use an eBay-generated postage label, you (as a buyer) authorise eBay to deduct the return postage costs from your refund once the returned item has been received by the seller.
  • If the seller is responsible for return postage costs, the seller will see an option to pre-approve a return label when they accept the buyer's return request. The postage cost will be charged when the return package is scanned by the carrier - either deducted from the seller's sales proceeds or charged to the seller's on-file payment method.

Not all items on eBay.com.au are eligible for the eBay return label service. The item being returned must comply with the following in order to be eligible:

1. Maximum weight and dimensions of the parcel:
   1. Australia Post returns:
      1. Maximum weight = 22kg
      2. Maximum single dimension (length) = 105cm
      3. Maximum size = 0.25 cubic metres (length x width x height in metres)
   2. HUBBED returns:
      1. Maximum weight = 10kg
      2. Maximum size = 120cm cubic dimensions (length + width + height in cm) about the size limit of airline carry-on luggage
2. Your item must not be illegal, dangerous, flammable or comprise or contain any goods prohibited by the carrier, and you agree to make a "No Dangerous Goods" declaration if the item is being returned using an Australia Post or HUBBED return label.
   1. Australia Post dangerous & prohibited items
   2. HUBBED parcel guideline
3. The item was purchased on eBay.com.au, and your eBay.com.au account must be active at the time of using the eBay return label service (not suspended nor made inactive by eBay).
4. The buyer has requested a return from their Purchase history in My eBay.
5. The seller has accepted the return request and the buyer has read and complied with the seller's return policy.
6. Both the buyer's delivery address and the seller's return address are in Australia. A HUBBED return label will be available for buyers who are based in a HUBBED drop off location.
7. You have agreed to the carrier terms and conditions:
   1. Australia Post Terms and Conditions
   2. HUBBED Terms and Conditions

• If you do not meet the eligibility criteria above, or are otherwise in breach of these Terms of Use, eBay's User Agreement or eBay's policies, eBay may take reasonable action against you, including but not limited to, returning the item to you at your expense or excluding you from using the eBay return label service.
• Unless otherwise expressly provided, eBay does not take possession of the item being returned and is not liable for the loss or damage of any item. If an item is lost or damaged in transit, please refer to the terms and conditions of carriage with the carrier (see Australia Post Terms and Conditions or HUBBED Terms and Conditions). eBay is not liable for the acts or omissions of a carrier, and to the extent legally permitted, eBay is not liable for any injury, loss or damage of any nature whatsoever (including but not limited to indirect or consequential loss) which is suffered or sustained as a result of or in connection with the eBay Return Label Service. eBay's maximum liability under these Terms of Use is set out in the User Agreement.
• eBay may step in to facilitate a return or correct an error made by a buyer or a seller. Any such actions or amendments will be at eBay's absolute discretion.
• eBay may suspend or permanently stop offering the eBay return label service at any time in its absolute discretion.
• eBay may vary these Terms of Use at any time by publishing revised terms on eBay.com.au.
• These Terms of Use are governed by the laws of New South Wales and the courts of New South Wales shall have exclusive jurisdiction in relation to any dispute arising out of, or in connection to, these Terms of Use or the eBay return label service.