Purchase

[winsor1-uk]

Purchased a bag with a lock that doesn't work. They have said not to return it, but won't replace it 

[tressygirl]

This all depends on when you bought it.  If you are still within 30 days of the item's last estimated date for delivery you are entitled to a full refund.  Just proceed this way:

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 needs to accept this case within 3 days and refund,  if they want their item back first , they need to pay for that fully tracked return postage, then on receipt of their item they have 48 hours to refund you.  If they don't ,  need to escalate the case,  ask eBay to step in, and they'll force the refund.

Never listen to any excuse or promise from the seller to close the case early,  and do not forget to escalate.

@winsor1-uk 

[winsor1-uk]

They said not to return i want it replacement 

[tressygirl]

Do not accept a replacement,  if that is faulty too,  you are not covered for any refund.

You have received a faulty item the seller Cannot refuse a case for a refund.  Their Not accepting returns only applies to items which do not fit,  or for a buyer's change of mind,  then they can refuse the return.

When did you buy this item?  This is important,  if 30 days have lapsed then yes, the seller can refuse a return for a refund.

@winsor1-uk