Faulty item returned to me for a 2nd time.

[andybaye2014]

I bought a pin gun in September 2024. It worked brilliantly and then after some use developed a fault. I contacted the company, sent them a video and returned it at my cost. They may well have returned the same tool back to me as I hadnt marked it. This worked for a short while and then the same fault occurred. They then paid for the tool to be returned after id pleaded with them and theyve said there's nothing wrong with it and have yet again sent it back to me. On 1st try it didn't work. Its near impossible to get help from ebay and I'm down £100. What can I do, any help would be greatly appreciated.

[tressygirl]

If you receive a faulty item and you're within 30 day of that item's last estimated date for delivery,  then you do not have to pay for any return postage,  the seller does.

Did you open a case for the first item?  If not, and you're still within 30 days of the first item's last estimated delivery,  proceed this way:

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Does Not Match Description or Photos.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@andybaye2014 

[jckl1957]

You are out of time to do anything through Ebay.  They give you 30 days to return a faulty item.

Most payment providers give you 120 days to start a chargeback for a faulty item.

If you bought from a UK business seller, ask Citizens Advice what your next steps should be.

[andybaye2014]

Thanks for your reply  sorry I've only just seen it. I returned the item within the 30 days but it was sent back to me as they said it wasn't faulty. I've now sent it back for a 3rd time and they're just ignoring me.

[andybaye2014]

Thanks for your reply, sorry I've only just seen it. I've now sent it back for a 3rd time and they're just ignoring me and ebay are doing nothing. I've even reported tools4trade and all ebay says is thanks for the complaint and not to contact them again regarding it as it will slow the process. Ebay also won't contact me about it and anything they do won't be visible which sounds very much like they're going to do *bleep* all about it. No deterrent for thieves really is it.

[tressygirl]

eBay do not reveal any action if any is taken, when they report members.  They do not take any action if more than 30 days have passed their item's last estimated date for delivery, action is taken if cases are opened within that period.  If there are many in the same theme then a seller can receive selling restrictions even bans from selling.

Did you purchase this from a UK registered business?  Then,  you can turn to Trading Standards or Citizens Advice to see what they suggest, how to proceed further now.

@andybaye2014 

[jckl1957]

It is too late to do anything through Ebay.

For the Money Back Guarantee to work in your favour, you have to use it correctly.

So, if the fault developed within 30 days, you should have opened a return through Ebay and sent the item back for a full refund.  If you had done this, the seller would have had to provide a return label and, if they didn't refund you, Ebay would have refunded you and taken the payment from the seller.

It is clear that you did not do this and you are probably now out of time to get help from your payment provider, although you could try.

Always use the proper Ebay process.  It is there for your protection.

[andybaye2014]

Unfortunately thats the loophole the seller has used to their advantage. I sent it back to them within the 30 days and they just sent it straight back to me after the 30 days. 

[jckl1957]

It's not a loophole.

Ebay has an effective Money Back Guarantee which does heavily favour the buyer.

But the buyer has to be aware of it and use it.

The seller seems to be at fault here - making promises they have not then kept - but there was never any need for you to deal directly with the seller initially; you chose to do that.

[andybaye2014]

Please excuse my ignorance. I've trusted the seller and have fallen foul. The listing said returns at buyers cost. I opened a returns case and the seller was meant to fix or replace of which they have done neither of and just sent it back to me. Its a loophole in my opinion because once the seller has got you past the 30 days then you're screwed and they can do what they want. The sellers reviews are scattered with buyers having had exactly the same experience as me and the same on Trustpilot. Unfortunately I hadnt been thorough enough with my feedback reading.

It certainly isn't in the buyers favour. What if an item fails after the 30 days for example? The seller is the soul supplier and producer of the item so the warranty is worth zilch. 

[andybaye2014]

Just another thing, you said there was no need to deal directly with the seller initially. That's exactly what eBay tell you to do. EBay make it almost impossible to make contact with them. Yes if you're experienced, like you obviously are, then its simple but ebay have obviously made it difficult and misleading for their customers. A safe environment, I think not. Another stride towards the failure of online purchasing I think so.