If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, our Buyer Protection will reimburse you for the full amount of the item plus postage and packaging costs. Buyer Protection covers all your online purchases, on eBay or on any other website, when you use PayPal.
You bought a book but got a DVD, you bought a new item but got something that was used, you purchased 3 items but only got 2, the item was damaged in transit, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a knock-off instead. Tell us.
If the seller has accurately described an item, but you’re just not happy with it, if you fail to open a dispute within 180 days of purchase, or if your account is not in good standing, you are mostly likely not covered.
Items Not Covered
Items like real estate, motorised vehicles (of any kind), custom-made items, industrial machinery (for manufacturing), prepaid cards, or items that violate our policies or eBay’s policies, anything you buy in person, or money transfers to friends or family.
You’re not liable for unauthorised purchases made from your account.
If an order doesn’t arrive or match the description, we’ll reimburse the full cost of eligible purchases and paid delivery costs.
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If you are sent an unauthorised payment – for example, from a hacked account – or a buyer claims they didn't receive their item, our Seller Protection policy covers you for the full amount of the payment on eligible sales.
Tangible items that are sold and sent with proof of delivery from within the UK to buyers worldwide. Be upfront about all the details of the item, specifically defects, condition and abnormalities. Also supply an accurate delivery estimate.
Proof of Delivery
To be eligible for Seller Protection, we require two types of evidence for protection eligibility. A digital or physical proof that the item was sent by the seller, and proof that the item was delivered by the delivery company.
Items Not Covered
Items that don't match your description, intangible items like services or digital goods, items that violate our policies or eBay's policies, and items you sell or deliver in person. None of these items are covered.
Become a verified seller to help give buyers additional peace of mind and attract more customers.
We provide full support to help resolve any buyer disputes or fraudulent payments. You must respond to our requests for information as outlined in our communications to you. You send the item to the delivery address listed on the PayPal Transaction Details page. If you’re not selling on eBay, make sure the transaction is marked as 'eligible' for Seller Protection.