Seller does not accept returns but item arrives broken

Question

How can I get a refund if Seller explicitly does not accept returns but item arrives broken?

lady_madonna · Accepted Answer

@deeannforce4bv3

Ebay's Money Back Guarantee overrides a seller's "No returns" policy, so you can file a Return Request.

Go to your Purchase History, find the item, and under â€œMore actionsâ€ click on â€œReturn itemâ€ and select the reason for the return. â€œdamaged". Attach a photo.
The seller will have 3 business days to either accept the return and provide a prepaid return shipping label OR refund without having you return the item.
If they don't do either, you can go back to your Return Request details 4 business days after you filed the Request and ask Ebay to step in.

house*of*paws · Answer

Hi @deeannforce4bv3

A seller's 'no return policy' only applies to cases of buyer's remorse. You can ALWAYS obtain a refund when the item is 'not as described' (NAD) in some way ... and being broken certainly makes an item NAD. Here's what you do:

Go to your Purchase History and file a 'return request' ... choosing 'Doesn't match description or photos' as the reason for the request.
If the seller doesn't provide EITHER a full refund OR a prepaid shipping label within 3 business days ... then go back to your open request and ask eBay to step in. eBay will handle the rest.