Escalation request – customs

[samer6120]

I am requesting eBay’s assistance to resolve this case.

I received an item that was not as described and provided clear evidence showing it does not match the listing. As the item was shipped from outside the UK, I incurred customs and import charges as a direct result.

The seller has refunded the item price but questioned that the item was incorrect and refused responsibility for the customs charges, despite these charges being caused solely by receiving an item not as described.

The item is of no use to me, and I am willing to return it if a prepaid return label is provided.

I am requesting reimbursement of the customs charges, as I would not have incurred them if the correct item had been sent.

Kind regards,

[**peaseblossom** · Accepted solution]

You have to apply to HMRC for refund of import duty. Google for the applic link.

[papso22]

Assuming you paid the courier (and not ebay) for the import charges, you are going to have to convince HMRC that the item was  not worth the declared value.  It will be worth something so a full refund is unlikely. 

[red_magpie]

charges being caused solely by receiving an item not as described.

Consequential loss is unfortunately is not covered by eBay's money back guarantee, only the purchase price including postage. If you visit the HMRC web site you can find guidance on how to claim customs fees back.

The problem is that if the seller has refunded you, eBay will not require the item to be returned - but if it isn't, I don't know how or whether you will be able to claim the customs fee back. Perhaps they would accept evidence of destruction? I can only suggest that you ask HMRC for advice.