Returns Made Simple

Whether you shop or sell, we make returns easy.

I Shop on eBay.

Not exactly what you expected? Not to worry. We keep returns simple.
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I Sell on eBay.

Give buyers another reason to love your listings by offering returns.
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Need to Make a Return?

Maybe it isn't your size. Maybe it isn't quite what you thought. Maybe it's just not totally you.

Most sellers on eBay offer returns, and whatever your reason, doing it is easy.

How It Works

1

Start Your Return

Go to My eBay and find the item in your Purchase history, then select Return this item.

2

Select Your Reason

Be as accurate as you can so the seller knows why you want to return the item.

3

Send It Back

For most returns, you can simply print a return postage label, pack the item and send it.

Tips for Returns

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.

Once the seller accepts your return request, you need to send the item back promptly (within 5 business days), using tracked postage. For items with a total cost of $750 or more, we require a proof of signature to confirm delivery. Remember to add the tracking information to the return request.

For a quick and convenient returns option, buy and print a return postage label with Parcelpoint or Australia Post, then drop off your parcel when it suits you.

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.

Frequently Asked Questions

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 and tags
  • Accessories such as cords and remotes
  • Certificates, manuals and 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 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.

Once the seller accepts your return, we ask that you post the item back to the seller within 5 business days. (It doesn't have to get there inside five days, but you need to get it sent off inside that time.) Make sure you add the tracking details to the return request so the seller knows the item's on its way back.

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 receiving 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.

Sellers and manufacturers often offer warranties on their goods and you should find out whether a warranty is included on the item you're buying. 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.

Terms of Use for eBay Return Label Service

By using the eBay return label service you agree to these Terms of Use, eBay's User Agreement and all eBay policies.

In these Terms of Use "eBay" means eBay Marketplaces GmbH.

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;
    • 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.
  • There are several options for sending an item back:
    • Australia Post parcel drop-off: The buyer can print an Australia Post return postage label and then drop the parcel off at any Australia Post drop-off location.
    • Parcelpoint parcel drop-off: The buyer can print a Parcelpoint return postage label and then drop the parcel off at any Parcelpoint drop-off location.
    • Parcelpoint courier pick-up: The buyer can print a Parcelpoint return postage label and arrange for a courier to pick up the parcel. This option is available for buyers living in high- and medium-density areas at a small additional cost.
  • 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 doesn't match the listing description, the seller is responsible for return postage costs.
    • 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 paying return postage, the buyer will see an option to purchase a return label after the seller has accepted the return request. If they choose this option, the buyer will be taken to the Parcelpoint website to purchase their return postage label.
    • If the seller is paying return postage, the seller will see an option to pre-approve a return label for Parcelpoint and/or Australia Post when they accept the buyer's return request. If they choose this option:
      • The buyer will be prompted to send the item back using the service selected by the seller, and the postage cost will be added to the seller's monthly eBay invoice when the label is scanned by the store staff or courier driver.
      • The seller's pre-approval applies to the costs of a drop-off label. For items returned via Parcelpoint, the buyer may still select a courier pick-up option and pay the difference at their own expense.

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 total dimensions (length + width + height of the parcel) as follows:
    • Items sent with Parcelpoint (both drop-off and courier pick-up): Maximum 10kg and 120cm
    • Items sent with Australia Post: Maximum 22kg and 250cm
  2. Your item must not be illegal, dangerous, flammable or comprise or contain any good prohibited by the carrier, and you agree to make a "No Dangerous Goods" declaration if the item is being returned using an Australia Post return label:
  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.
  7. You have agreed to Parcelpoint's Terms of Service and Australia Post 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.
  • 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 Parcelpoint Terms of Service and Australia Post 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 Parcelpoint Returns 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.
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