Buyer returning a personalised item

[quality-plates-uk]

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.

[john1297576]

Knowing how ebay works against sellers, I think you have to accept, get plate back before refunding and then try appealing to ebay.

Obviously if appealing you need to actually speak to an Intelligent Agent, as AI which is stupid would automatically close appeal in buyers favour.

It does seem unreasonable that buyer cannot supply a real photo, and his reply, saying no problem indicates change of mind return.  I think he hopes to get a freeby