Seller Unresponsive to Returns Request

[siobrad_34]

Hi everyone,

I'm hoping someone can help me. I bought a phone from a seller on here a few months ago and it has broken. It came with a one year warrantee so I should still be able to return it. I have the return information which the seller sent me at the time, but I am concerned that if I send the phone back, I will not get my money back for it. This is because I messaged and emailed the seller to give them the heads up, but they are not responding. Ebay's assistance robot is useless and doesn't even acknowledge my purchase because I bought the thing over 30 days ago. 

Has anyone experienced a similar issue? I don't know how to contact Ebay about it because I can't past the stupid robot!

I'd really appreciate any help you can give me, cheers.

[tressygirl]

You cannot report this to eBay as they do not offer warranties or guarantees on items, just that they are just as described on receipt.  If they are not,  a buyer has 30 days under eBay's 30 day MBG,  Money Back Guarantee policy,  to return the item for a full refund.

If you bought this from a Private seller you are too late to claim a refund.  You could try your payment provider now,  for help with your refund.

If purchased from a registered UK business, who offered a guarantee and is now not upholding this,  then turn to Citizens Advice for your next steps,  if you wish to take this further.

@siobrad_34 

[siobrad_34]

I should clarify, the phone I bought was refurbished and it came with a one- year guarantee (I think all refurbished phones do).  While I appreciate this comes from the seller, surely Ebay has some responsibility to step in if they remain non-responsive? They are selling it on their site after all. 

I know I could just send the phone back to the seller and hope for the best, it's a big risk though considering they haven't even responded to my messages.

[jckl1957]

Ebay don't have any responsibility if you received the item more than 30 days ago, as you clearly did.

Some items, from specific sellers, do come with a 'Refurbished Guarantee' - the original listing will show if that is the case here.

The details are here:

https://pages.ebay.co.uk/refurbished-guarantees/

'When buying any Certified Refurbished item on eBay, you’re purchasing an item that has been refurbished by the manufacturer, or a manufacturer-approved vendor.

For added peace of mind, all Refurbished items come with a minimum 12-month guarantee (available on orders sent to a Mainland UK delivery address).'

If your phone did have this type of guarantee, the link I provided tells you to refer to the email you got detailing the terms and conditions of the guarantee that you were sent at the time of purchase.

As always, if you are pursuing your rights under warranty, this is between you and the seller and Ebay will not get involved.

You seem to assume you have a right to a refund.  You may actually be entitled to a repair or replacement.  If the seller is not responding to emails and messages, try ringing them or writing to them - a letter, rather than an email.