Item received badly damaged

[sheto_4752]

Can anyone help please? I received a Laura Ashley table lamp base from a seller today.  The base was very badly damaged, in fact, it had completely disintegrated.  In my opinion not enough packaging to base of the box.  It is unusable.  I have sent the seller numerous pictures of damage, the box and packaging. She seems more concerned about getting her postage back. 

Seller has said I should open a returns case for a refund.  The problem with this is that I do not own a printer to print any label and neither do I own a mobile phone.  I have asked her to just simply refund me and this she said she cannot do and has said she is busy for the rest of the day!  I have spent most of my morning sending messages/photo's which has asked for and not getting anywhere. 

Surely I can get a simple refund when I have sent proof of the damage? 

[red_magpie · Accepted solution]

When buying things here you now pay eBay, not the seller. Likewise, all returns and refunds need to be made through eBay. You need to open a case under eBay's money back guarantee: https://pages.ebay.co.uk/ebay-money-back-guarantee/

You don't need a phone or a printer to do this, although if the seller wishes the item to be returned you may need to print a return label. If you don't have a printer you can copy the file and ask anyone with a printer to print it for you. (You did accept in eBay's money back guarantee t&c that return labels will be sent online.)