Broken item, seller refused return

[dancer_design]

I have an item, a small pump, that arrived broken due to inadequate packaging. I teried to resolve this directly with the seller but they have been stringing me along, saying that they were waiting for a replacement. Seller claims to be in the UK but is actually in China. I asked for a refund, they offered a 60% refund (for a totally unusable item). I requested a return, and the seller has cancelled the return.

It was purchased about 10 weeks ago. I did not report it as a faulty item with Ebay because there appeared to be no option to do this (I've since learned I should have clicked "item not as described").

Do I have any recourse? Can I make a general complaint about the seller?

[tressygirl]

What a shame you did not come to us earlrier,  you are correct ,  the place to complain about a seller and get a full refund,  is opening that case of item not as described in the Resolution Centre,  within 30 days from the item's last estimated date for delivery. .  There,  the seller would have to pay for that fully traxked return postage.

You can open this case with Paypal,  you have 180 days to claim there. Here,  though you do have to pay for that fully tracked return postage,  send it back to the address shown in the Paypal transaction,  that is the UK location,  do not be fobbed off that it has to be sent back to China.

You escalate the case after 2 days and before 20,  but Paypal do take longer to refund,  as they delve into cases deeper than eBay do. 

[rusticrye]

Sellers cannot cancel return requests for items which arrive faulty, damaged. or not as described. The return request was closed because you were out of time. So you're not caught out in future, read Ebay's Money Back Guarantee (on every listing, and in various other places across the site). When you do, you'll see that you have 30 days from the last delivery estimate on the order in which to open an Ebay case or return request.  Ebay can't help you after that 30 days. You will have to open a case in PayPal, or wth whatever payment processor you used. PayPal allow 180 days from purchase date.

@dancer_design 

[fargvs]

 Not as described eBay case within 30 days from receipt requires Seller input and you would have received a pre-paid return label ...

https://resolutioncentre.ebay.co.uk/

PayPal allow 180 days to open a case, escalate between 2 and 20 days, continue to completion and do not close on any seller promises ... you may qualify for shipping cost assistance ? > https://www.paypal.com/uk/webapps/mpp/refunded-returns
https://www.paypal.com/uk/smarthelp/article/what-if-i-didn't-receive-my-item-or-it's-not-as-advertis...
https://www.paypal.com/uk/smarthelp/home

[plpmr]

you can open a PayPal case but register for paid returns first.

A problem with PayPal returns is, unless things have changed, a return must be sent to their registered address and not the item location.

In your case the seller is registered in China but the item location is UK.