eBay returns policy for business sellers in the UK: what you must offer and how to set it up

What must an eBay returns policy for business sellers include?

An eBay returns policy for business sellers in the UK is not optional. eBay UK's business seller policy says business sellers must show full business contact details and must create a returns policy stating how long buyers have to return items for a full refund. eBay's returns help adds that the policy needs to be clearly specified in your listings.

You register as a business on eBay UK if, for example, you sell items you have bought to resell, make items to sell, or buy items for your business. Once you are a business seller, three layers of rules apply to returns:

1. UK consumer law, which gives online buyers a right to cancel.
2. eBay Money Back Guarantee, which covers items that do not arrive or do not match the listing.
3. Your own returns policy, which can be more generous than the law but not less.

Our guide to eBay UK business seller registration explains when you need to register.

What does UK law say about returns from online buyers?

The government's guidance on online and distance selling for businesses says a buyer of goods from a business online can cancel up to 14 days after the order is delivered, without giving a reason. If the business does not tell the buyer about this right, they can cancel at any time in the next 12 months. Goods must be delivered within 30 days unless agreed otherwise with the customer.

Two consequences for your eBay policy:

• A 'no returns' policy does not remove the legal right. A business seller's buyers can still cancel within 14 days of delivery for most goods.
• Telling buyers matters. If you do not explain the right to cancel, the cancellation period can stretch to 12 months. A clear returns policy on every listing is the simplest way to tell them.

The gov.uk guidance lists goods that are exceptions to the cancellation right, so check it if you sell items such as personalised or perishable goods. Our guide to the right to cancel online orders in the UK covers the rules in more detail. This article explains the general rules; for your own business, check the gov.uk guidance or take advice from a qualified adviser.

How does eBay Money Back Guarantee affect your returns?

eBay Money Back Guarantee covers purchases paid through eBay checkout for items that do not arrive or do not match the listing. A buyer can request a return for an item not as described within 30 calendar days of delivery, or within your longer return window if you offer one. You must respond within 3 business days; after that, the buyer can ask eBay to step in.

eBay's returns help is clear that this applies even if you choose not to accept returns: a buyer can still return an item if it does not match the listing description. For 'item not as described' returns, the seller pays the return postage.

A case where eBay steps in and finds for the buyer can count as a case closed without seller resolution on your performance record, so answering within 3 business days protects your seller level as well as the buyer.

In practice, that means checking returns every working day, not once a week. Accept or offer a solution quickly, send clear instructions, and refund promptly once the item is back. If you think the buyer's claim is wrong, say so politely in the return thread with photos or details, rather than ignoring it and letting the deadline pass. Our guide to eBay Money Back Guarantee for sellers sets out the deadlines and responses in full.

What choices do you make in your returns policy?

Within the legal minimum, you choose the terms. The main ones are:

The free returns rule for parts and accessories

eBay UK has a specific rule for some vehicle parts and accessories listings. eBay's Seller Centre page on free returns for parts and accessories says that from 8 June 2026, fixed-price listings in that area with a UK item location and UK buyer, priced over £10 excluding postage and listed as New or New - other, must offer at least a 30-day free return period for change-of-mind returns. eBay covers 50% of the cost of those return labels when an eBay return label is used, and the seller covers the rest. If you sell in that category, check the page for the full criteria.

How do you set up a returns policy on eBay?

1. Create a return policy in your business policies, through Seller Hub or My eBay. Give it a clear name, such as '30 days, buyer pays'.
2. Set the return window and who pays return postage for change-of-mind returns.
3. Add any wording you need, such as the EU right of withdrawal text if you sell to buyers in the EU, which eBay says you add to your return policy in a business policy.
4. Apply the policy to your listings, or to new listings by default.
5. Set return preferences if you want automatic handling. eBay lets you set a refund threshold under 'Send a refund' and an approval threshold under 'Approve a return', each for the return reasons you choose.
6. Check a live listing to confirm the policy shows as you intended.

You can have more than one policy, for example 30-day free returns on small items and buyer-pays returns on bulky ones. Keep the number small so you can remember which listing uses which.

A worked example

Example, with hypothetical numbers: suppose you sell kitchen items, mostly under £30, with a buyer-pays 30-day returns policy. A buyer receives a £24 toaster, uses it once and changes their mind on day 10.

• The buyer is within your 30-day window and within the legal 14 days, so the return is valid.
• Your policy says buyer pays, so the buyer sends it back at their cost.
• When it arrives, you check its condition and refund as your policy and the law require.

Now suppose the same buyer reports on day 20 that the toaster does not work. That is an item not as described, covered by eBay Money Back Guarantee within 30 days of delivery. You pay the return postage and refund in full, and you respond within 3 business days so the buyer does not need to ask eBay to step in. Our step-by-step guide to accepting a return on eBay shows each option.

How should you price for returns?

Returns are a cost of doing business, so build them into your prices rather than treating each one as bad luck. Work out your average cost of returns per order over a few months: return postage you paid, items you could not resell and partial refunds. Add that figure to your cost per order when you set prices.

If you sell items you do not hold yourself, think through where a return goes before you list. Under eBay's drop shipping policy, dropshipping from a wholesale supplier is allowed, but listing an item and then buying it from another retailer or marketplace that ships directly to your buyer is not, and you stay responsible for the buyer's satisfaction, which includes handling returns properly.

A quick checklist

• Register as a business seller if you buy to resell, and show full business contact details.
• Create a returns policy that states the return window for a full refund, and apply it to every listing.
• Remember that buyers can cancel within 14 days of delivery under UK law whatever your policy says.
• Accept that items not as described can always be returned, at your cost for postage.
• Respond to every return request within 3 business days.
• Check whether your category has a free returns requirement, such as parts and accessories.
• Build your average return cost into your prices.