An I eligible for an eBay refund?

February 26, 2018 1:01 PM

This is a question involving UK consumer law. I bought an item from an eBay business seller. When it arrived I realised that I ordered the wrong colour. I inquired about an exchange and received an email from the seller saying that they wouldn't do it. Am I eligible to a refund under the Consumer Contract Regulations? I seem to be getting conflicting information depending on where I look.
posted by Kiwi to Law & Government (5 answers total)

Why would you be? From what you are saying it was your mistake in ordering the wrong colour. If the seller gave wrong information about the colour that is a different matter but you did not seem to be saying that.
posted by TheRaven at 1:37 PM on February 26, 2018 [1 favorite]

If it's within 14 days of online purchase you're entitled to a refund. You don't have to give a reason. See the "Online, mail and phone order sales" section here.
posted by Polychrome at 2:04 PM on February 26, 2018 [2 favorites]

Response by poster: Thanks Polychrome.

The .gov website you linked to says:

It’s illegal to display any notice that deliberately misleads consumers or deceives them about their rights, eg a sign that says you don’t accept returns or offer refunds.

Whereas ebay says:

To specify your returns policy:
1. Scroll to the Add other details section of the listing form.
2. Select Returns Accepted or Returns Not Accepted from the drop-down menu.

I guess I'll believe the .gov website.

TheRaven: You have a point, although I think it would be helpful if the seller could help out when the buyer makes a genuine mistake. I've done this when the shoe is on the other foot.
posted by Kiwi at 1:03 AM on February 27, 2018

Best answer: eBay also says:

Under the Consumer Contracts Regulations a business seller has to refund the price of an item (and original delivery charges) if the consumer changes their mind within 14 calendar days of when they receive the returned item or proof that the return has been posted.

They are a business seller and are absolutely required by law to accept returns. The stuff about choosing not to accept returns is private sellers only.
posted by EndsOfInvention at 2:21 AM on February 27, 2018 [2 favorites]

Best answer: Yes, while ebay allows sellers to state that they don't accept returns, business sellers are still beholden to the law that says they are required to accept returns within 14 days. I know this has come up before with buying and selling on ebay.
posted by Polychrome at 3:33 AM on February 27, 2018