False advertising and seller won't refund

[teyegadan]

I ordered a fireproof mat to protect my decking from a firepit. The item was delivered but it melted as soon as it got a tiny ember on it. The seller is refusing a full refund even though the product does not perform its main function. I can't find the option to get eBay to step in and help me.

[**peaseblossom**]

If it's still within 30 days of delivery start a "not as described" return on the far right of your order in Purchase History.   You will be able to escalate it to ebay after 3 complete business days.

If the seller is in the UK ebay will require them to issue a paid-for postage label for you to print and use, and they will enforce the refund after return.