4 min article

Condition of returned items policy

If a buyer needs to return an item, it must be returned in the same condition in which it was received, and it must include all items that were in the original package.

If the returned item is missing any parts, or is damaged during return shipping because it wasn't packaged correctly, the seller can deduct the amount of loss and give the buyer only a partial refund.

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's 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 is entitled to deduct some portion of the refund to cover loss of value.

I sent an item back to the seller, but it got damaged at some point in the shipping process. Can I still get a full refund?

If the item was damaged due to it being insufficiently packed and protected for shipping, then the seller is entitled to deduct a portion of the 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.

Read our full policy

Condition of returns policy overview

Items must be returned in the same condition in which they were received. Buyers may be liable for loss in value of the item if it's returned in a different condition, or if the item is not packaged securely to prevent damage in shipment. In the event that an item is not returned to the seller in the same condition, the seller may deduct the amount of loss and give the buyer a partial refund.

What are the guidelines?

Returned items that do not meet the below criteria may be subject to less than a full refund of the item's value. To be eligible for a return the exact item you purchased must be returned.

General return requirements

Item(s) must be in the exact condition they were received:

  • Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
  • All parts 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 & Collectibles

  • Must include any provided certificates of authenticity, grading or appraisal
  • Items must not be removed from sealed packaging

Business & Industrial

  • Restocking fees of up to 20% may apply
  • Should be drained of any fuel or liquid
  • If assembled, item should be dismantled before return

Fashion

  • Items cannot appear washed or used
  • Items must have original tags
  • Sanitary lining cannot be removed from an undergarment
  • Item cannot be altered in any way
  • Item cannot be stained (dirt, makeup, food, etc.)

Food & Liquor

  • Item must be unopened
  • Item must not be expired

Home & Garden

  • Vacuum sealed products must remain vacuum sealed
  • Should be drained of any fuel or liquid
  • If assembled, item should be dismantled before return

Software, Movies, Music & Games

  • Factory Seal must not be broken/opened

Why does eBay have this policy?

Standardized 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.

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