Search the Help pages (Does not search for items or products) Search Help Pagestips
Enter your Help search terms here (Example:'contact seller')

Condition of returns policy


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.

This applies when the loss in value is due to handling of the goods which was not necessary for checking the condition, properties, or mode of operation.

What are the guidelines?

Returned items that do not meet the below criteria may be subject to partial 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

  • Should 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

Parts & Accessories

  • Parts must not be previously installed

Art & Collectibles

  • Must include any provided certificates of authenticity, grading or appraisal

  • Items should not be removed from sealed packaging


  • 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.)

Software, Movies, Music & Games

  • Factory seal must not be broken/opened


We want to make sure eBay is a fair place to sell. In order to make eBay a fair place to sell, we hold our buyers to certain standards. When buyers do not follow these standards we take action on our buyers and we protect our sellers.

Contact us

Have a question? We can help.

 Contact us

Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.