Buyer claims disc doesn't work 2 months after purchase

[essentialnoodle]

Buyer bought a new, sealed Oppenheimer UHD blu ray on the 19th of January. 

He then left positive feedback of 'All good thanks'

And now today I get a message saying:

Hi, just got round to playing the special features disk and it won't play, you get audio but no video, also main 4k disk takes several atempts to play. Please provide me with a copy that works. Many thanks

How do I respond to this? For all I know he's switched the discs or just watched it and now wants the money back. Do I have to refund him after nearly 2 months have passed or can I tell him it's been too long?

Providing another copy isn't an option. I'm a private seller and so this was just a spare copy I received at Christmas.

[plum993]

A buyer only has 30 days from the last estimated delivery date to raise a return request for a refund,so there out of time for a refund from ebay.

Best add the buyer to your blocked bidder list here, https://www.ebay.co.uk/bmgt/BuyerBlock?

[tressygirl · Accepted solution]

You can politely inform them that they are out of time to claim any refund through eBay, as eBay have a 30 day MBG Money Back Guarantee policy,  items need to be returned within 30 days of the item's last estimated date for delivery.

They could if they wish turn to their payment provider, if they wanted to pursue this further, in my personal opinion a disc which has been used successfully for 2 months and now a fault found, could be the device it's in,  their payment provider may not rush to refund here.

@essentialnoodle 

[essentialnoodle]

Super helpful, thank you both. I've done refunds routinely but never had one happen this long after the sale. I have written a response and kept it very matter of fact. 

Any feedback on this?

Hi,

Ebay have a 30 day Money Back Guarantee window and any issues needed to be raised within 30 days from the delivery date which was the 27/01/25. The 30 day window expired on the 26/02/25.

In addition to this you already left positive feedback describing the item as 'All good thanks'

On this basis I am afraid I'm unable to offer a refund or replacement.

[plum993]

No need to go into so much detail.

Keep it short but polite.

Something like... Due to extended time frames,I'm afraid a refund is no longer viable.

@essentialnoodle