Returning Goods to an eBay UK Seller — How to Do It from Poland Step by Step

How to Submit a Return Request via eBay — Money Back Guarantee Step by Step

The eBay Money Back Guarantee (MBG) is the buyer protection programme that applies to eBay transactions. If goods did not arrive or do not match the description, you can submit a refund request directly through the platform. This is the first step — quicker and less complex than pursuing a claim under the Consumer Rights Act. The eBay process works between buyer and seller online — you do not need to send anything physically if the matter is resolved at eBay Resolution Centre stage.

Step 1 — Open a case in eBay Resolution Centre

Log in to eBay and go to "My eBay" → "Purchase history" → find the transaction → click "Report a problem". Choose a reason: item not received, item not as described, other. eBay notifies the seller, who has 3 days to respond. The seller can: (a) offer a full refund without requiring the item to be returned, (b) ask for return shipping using a label they provide.

If the seller does not respond or rejects the request, after 3 days you can escalate to eBay — the platform acts as mediator and will generally decide in your favour if your request is justified. You have a total of 30 days from the expected delivery date to open a case.

Step 2 — What if eBay rejects the request or the seller is unresponsive?

If eBay rejects your case or you feel you have been treated unfairly, you have the right to make a claim under the Consumer Rights Act 2015 (UK). This applies to purchases from businesses registered in the UK selling goods to consumers. The Act gives the right to repair, replacement or a money refund within 30 days of purchase (full refund) or longer under certain conditions. Legal basis: Consumer Rights Act 2015, legislation.gov.uk/ukpga/2015/15.

Practical note: a Consumer Rights Act claim is directed at the seller (business) in the UK. If the seller is a private individual — the Act does not fully apply. For businesses you can also lodge a complaint with UK Citizens Advice or the Consumer Ombudsman.

How to Physically Return Goods from Poland to the UK — Customs Procedure

If the seller requires the goods to be returned (or you wish to do so voluntarily), you need to send a parcel from Poland to the UK. A parcel from Poland to the UK is treated as an export from the EU and an import into the UK. On the Polish side there is generally no complex procedure for consumer parcels (couriers handle this automatically), but on the UK side the seller may be charged duty and VAT on the returning goods — unless the parcel is correctly described as "returned goods". This is the key detail that is rarely explained.

How to describe the return parcel on the CN23 customs declaration

When sending an international parcel by courier or post you must complete a CN23 customs declaration (available on the courier's or postal service's website). For a return to the UK, enter:

• Goods description: "Returned goods — no commercial value" or "Goods returned to seller — returned goods relief"
• Customs value: the value of the original transaction (the amount you paid) or £0 with the note "returned goods"
• Reason for shipment: "Return" or "Returned goods relief"

This allows the seller in the UK to apply for relief from duty and VAT at import clearance as "returned goods relief" — the HMRC customs procedure permits duty relief for goods returning to the UK within 3 years. UK legal basis: gov.uk — Returned Goods Relief.

Who pays return shipping — eBay rules and Consumer Rights Act

Under eBay rules: if the goods are "not as described" or "not received" — the seller is obliged to pay for return shipping. In practice this may mean the seller sends you a return label (e.g. Royal Mail, DHL, Evri) or reimburses the shipping cost after the item is returned.

If the return is for reasons on your side (e.g. change of mind, item did not meet your expectations even though it matched the description) — return shipping costs are normally borne by the buyer, unless the seller offered free returns. Under the Consumer Rights Act (defective goods, goods not meeting quality standards) a business seller covers return costs. Always check the seller's full returns policy before purchasing.

What if the seller claims they did not receive the return?

Always send a return with proof of posting and a tracking number. Keep the proof of postage — it is evidence that the parcel was sent. If the seller claims they did not receive the parcel but tracking shows it as delivered — report this to eBay with the tracking number and delivery confirmation attached. eBay treats delivery confirmation as evidence and typically decides in the buyer's favour.

If the parcel was lost in transit on the return journey — file a complaint with the courier (DHL, DPD, InPost) — you have the right to do this if you paid for the shipping. Never send a return without tracking, even if it is a cheaper option. At the same time, notify eBay of the return status through the Resolution Centre — cases monitored by the platform have higher priority.

Consumer Rights Act 2015 — Your Rights as a Buyer from a UK Seller

The Consumer Rights Act 2015 is the main legislation protecting consumers buying from businesses in the UK. It applies to online purchases from business sellers (not private individuals) regardless of where the buyer is based. The Act gives you the right to a return or repair if goods are not of satisfactory quality, not as described, or not fit for purpose. You have 30 days for a full money refund, and thereafter the right to repair or replacement.

The right to a refund within 30 days — "short-term right to reject"

Within 30 days of purchase you have the "short-term right to reject" — you can return defective goods and demand a full money refund. You do not have to accept repair or replacement instead of a cash refund. After 30 days the seller may first attempt repair or replacement before being obliged to refund. Full legal basis: Consumer Rights Act 2015, Section 20, available at legislation.gov.uk/ukpga/2015/15/section/20.

This right applies to purchases from UK businesses — even if you are based in Poland. You can submit a claim by email to the seller citing Consumer Rights Act 2015 s.20.

Right to a refund for distance purchases — Consumer Contracts Regulations

For online (distance) purchases the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also apply. They give you the right to cancel a purchase and receive a refund within 14 days of receiving the goods — without giving reasons. The seller must refund within 14 days of receiving the returned goods or of your notification of intent to return (whichever is earlier). This applies to businesses selling to consumers online — it does not apply when the seller is a private individual. Legal basis: Consumer Contracts Regulations 2013 — legislation.gov.uk.

What the current rules say

Returning goods purchased on eBay UK from Poland involves two stages: first through the eBay Resolution Centre (Money Back Guarantee), and if that fails — through the Consumer Rights Act 2015, which protects you as a consumer buying from UK businesses. When sending the return parcel, describe it as "returned goods" on the CN23 customs declaration so the seller can claim UK duty relief and has no grounds to refuse acceptance. Always send with tracking and keep the proof of postage. This article reflects the legal position as at 2026-04-18.

FAQ — frequently asked questions

How long do I have to submit a return request via eBay?

You have 30 days from the expected delivery date to open a case via eBay Resolution Centre. If the matter is not resolved, escalate to eBay after 3 days. For purchases from businesses the Consumer Rights Act 2015 also applies — 30 days from purchase for a full refund.

Who pays return shipping to the UK?

If the goods were not as described or were defective — the seller should cover the return shipping cost. If you are returning due to a change of mind — you may bear the cost, unless the seller offers free returns. Check the seller's returns policy in the listing.

How should I describe the return parcel to the UK to avoid customs problems?

On the CN23 customs declaration enter: 'Returned goods — no commercial value' or 'Goods returned to seller'. This allows the seller to use Returned Goods Relief in the UK and avoid duty on receipt of the parcel.

What if the return parcel is lost on the way to the UK?

If you posted it with tracking, keep the tracking number and proof of postage. File a complaint with the courier. Notify eBay through the Resolution Centre of the lost parcel with the proof of postage attached — the platform may decide in your favour.

Does the Consumer Rights Act apply to purchases from private individuals on eBay?

No. The Consumer Rights Act 2015 protects consumers buying from businesses (commercial sellers). When buying from private individuals on eBay your protection is limited — the main protection is then eBay Money Back Guarantee. Check the seller's status in the listing (business/private individual).

Official sources

• Consumer Rights Act 2015 — Section 20 — short-term right to reject — legislation.gov.uk
• Consumer Contracts Regulations 2013 — right to cancel online contract — legislation.gov.uk
• GOV.UK — Returned Goods Relief — procedure and conditions — GOV.UK
• GOV.UK — exporting goods from Great Britain — GOV.UK
• PUESC — exports and customs declarations on the Polish side — PUESC