Buyer returning a personalised item | Member To Member Support

quality-plates-uk · 2026-01-26T10:18:41.139000Z

Hi, we sell car number plates (UK) which are obviously made to order with the buyers registration. We delivered an order to a buyer on 27th December 2025 who subsequently left us POSITIVE FEEDBACK a few days later. On 21st January 2026 he opened a return request with the reason "Doesn't work or is defective" which of course ebay automatically approved and charged us for a postage label, the 'photo' he added to the return was a random picture off the internet and not the item purchased. We messaged the buyer asking what was wrong with the item so we could offer a replacement or other resolution etc to which they replied "No problem, just wish to return". We were under the impression UK law excludes personalised items from return / refund (unless faulty) but ebay have forced this return and will subsequently force us to refund - obviously we can't resell the item so it is worthless! Any advice would be appreciated, thanks.

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Buyer returning a personalised item | Member To Member Support | eBay UK