How to get a refund from eBay, Amazon or Vinted UK — what the law actually says
Your rights in 30 seconds
If a business seller on any marketplace sold you goods that are faulty, misdescribed, or not fit for purpose, the Consumer Rights Act 2015 gives you a statutory right to a full refund within 30 days — no matter what the platform's own returns policy says. If you bought from a business and changed your mind, the Consumer Contracts Regulations 2013 give you 14 days to cancel, no reason needed. A formal letter citing the correct legislation works where clicking “open a dispute” doesn't.
The marketplace said no. That doesn't mean the law says no.
Every year millions of UK buyers are turned away from eBay, Amazon, and Vinted disputes — not because they don't have a case, but because the platform's returns policy is designed to look like the final word. It isn't. UK consumer law sits above any platform's own terms and conditions. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 give buyers enforceable statutory rights that no marketplace can override by writing a stricter policy.
The problem is that most buyers don't know this — and most dispute processes are built to ensure they never find out. This guide explains exactly what the law says, what it means for each platform, and how a formal letter changes what happens next.
The law that overrides marketplace returns policies
When you buy goods online from a business seller — whether through a marketplace or directly from a retailer — you have statutory rights that the seller cannot remove. These rights exist in legislation and apply regardless of what any returns policy says.
Consumer Rights Act 2015 — goods must meet three standards
Under section 9 of the Consumer Rights Act 2015, goods sold by a trader must be of satisfactory quality. This means they must be of the standard a reasonable person would consider acceptable, taking into account any description, the price, and all other relevant circumstances. Under section 10, goods must be fit for any particular purpose that was made known to the seller before the purchase. Under section 11, goods must match their description — what is listed on the product page forms part of the contract.
If goods fail any of these three standards, you have a remedy. Within the first 30 days, section 20 gives you a right to reject the goods and receive a full refund — not a repair, not a voucher, not a partial refund. A full refund. After 30 days have passed, section 23 entitles you to one repair or replacement before you can fall back to a price reduction or final right to reject. The seller chooses which, but if they fail to carry it out within a reasonable time or without significant inconvenience to you, the right to reject revives.
These rights apply to purchases from business sellers only. The distinction between a business seller and a private individual is critical and is explored in each platform section below.
Consumer Contracts Regulations 2013 — the distance selling rules
Online purchases benefit from an additional layer of protection under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Regulation 29 gives you a 14-day right to cancel any distance contract with a trader — no reason required and no need to show that anything is wrong with the item. This cooling-off period begins the day after delivery. Once you notify the seller of your intention to cancel, you have a further 14 days to return the goods.
Regulation 34 requires the trader to provide a refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have dispatched the return — whichever is earlier. The refund must cover the original delivery cost as well as the purchase price. Sellers who make you wait longer than 14 days for a lawful refund are in breach of this Regulation.
⚠ The 30-day window is strict — don't miss it
The short-term right to reject under Consumer Rights Act 2015, section 20 expires 30 days from the date you took delivery of the goods. After that, your right to a full refund is replaced by the right to a repair or replacement under section 23. If you are approaching 30 days from delivery, write to the seller immediately — even before going through the platform dispute system.
A platform dispute takes time. The 30-day statutory clock does not pause while you wait.
How to get a refund from eBay UK
eBay hosts both business sellers and private individuals selling their own belongings. Which type you bought from determines which rights apply — and this distinction is more important on eBay than on any other major marketplace.
Business sellers on eBay
If you bought from a seller operating as a business — a retailer, a trader, or any seller acting in the course of commerce — you have the full protection of the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. eBay's own Money Back Guarantee runs alongside your statutory rights, but it does not replace them. Crucially, the Money Back Guarantee is a contractual commitment from eBay itself — separate from whatever the seller agrees to. That means you can invoke it alongside your CRA section 20 right to reject, and if eBay fails to honour it, that gives you grounds against eBay as well.
If a business seller on eBay refuses a refund for goods that are faulty, not as described, or not fit for purpose, write a formal letter citing Consumer Rights Act 2015, section 9 (satisfactory quality), section 11 (match description), and section 20 (right to reject for full refund within 30 days). If the 30-day window has passed, cite section 23 and demand a repair or replacement within a reasonable time.
Private sellers on eBay
The Consumer Rights Act 2015 does not apply to purchases from private individuals. If you bought something from a private eBay seller — someone selling their own property rather than trading commercially — you cannot rely on the CRA.
However, you are not without recourse. The Misrepresentation Act 1967 applies to private sales. If the seller made a false statement of fact about the item — its condition, its authenticity, its working state — and you relied on that statement in entering the purchase, you have a claim for misrepresentation. This is a civil claim but it is enforceable through the small claims court and, in the first instance, through eBay's own case system.
eBay's escalation path runs: raise a formal case with the seller; if unresolved within the resolution deadline, ask eBay to step in. eBay investigates and makes a decision. There is no formal external ADR scheme for eBay disputes — The Retail Ombudsman has no jurisdiction here. If eBay's decision goes against you, the small claims court is the next step for amounts up to £10,000.
How to get a refund from Amazon UK
Amazon operates as both a direct retailer and a marketplace hosting third-party sellers. The distinction matters significantly when your goods are faulty or not as described.
“Sold by Amazon” — full statutory rights
When an item is listed as Sold by Amazon, Amazon is the retailer and is directly liable under the Consumer Rights Act 2015. If the goods are faulty, misdescribed, or not fit for purpose, you are entitled to the full protections of sections 9, 10, 11, 20, and 23. Send a formal letter to Amazon citing the applicable sections and your right to a refund within 30 days. Amazon should comply — and if it does not, the A-to-Z Guarantee and subsequent escalation paths are available.
Fulfilled by Amazon (FBA) and third-party sellers
Many items on Amazon are sold by independent merchants who use Amazon's warehouse and logistics under the “Fulfilled by Amazon” model. Despite the Amazon branding on the dispatch, the seller is a third party and the contract is between you and that seller. Amazon is not the retailer in these transactions and is not directly liable under the Consumer Rights Act — though the CRA still applies against the third-party seller.
The standard route for third-party disputes is Amazon's A-to-Z Guarantee, which covers purchases up to £2,500. File the claim through your Amazon account, setting out the fault or misdescription and the refund you are requesting. Amazon typically responds within 3 business days. If the claim is denied or the seller disputes it, send a formal letter citing Consumer Rights Act 2015 section 20 or section 23 as appropriate, addressed to the seller and copied to Amazon.
Amazon operates an internal dispute resolution process before small claims becomes necessary. There is no mandatory external ADR scheme for general retail disputes in the UK — the small claims court via mcol.gov.uk is the primary route once internal processes are exhausted.
How to get a refund from Vinted UK
Vinted operates as a peer-to-peer marketplace. Almost all sellers on Vinted are private individuals selling their own clothing and goods — not commercial traders. This fundamentally changes which rights apply.
Why the Consumer Rights Act usually doesn't apply on Vinted
Because the vast majority of Vinted sellers are private individuals rather than businesses, the Consumer Rights Act 2015 does not apply to most Vinted transactions. The same is true of the Consumer Contracts Regulations 2013 and the 14-day cancellation right — these are protections against traders, not private sellers.
What does apply is the Misrepresentation Act 1967. If a Vinted seller described an item as being in excellent condition and it arrived with significant damage, or described a brand-name item that turns out to be counterfeit, that is a false statement of fact. You have a right to rescind the contract and recover your money. This is a civil claim, but in practice it is first pursued through Vinted's own Buyer Protection — which covers items that are significantly not as described.
Vinted's Buyer Protection
Vinted holds payment from the buyer for a short period after delivery. If the item is significantly not as described, you can open a dispute through the Vinted app before releasing payment. Vinted will review the evidence — photographs, the original listing, messages with the seller — and may issue a full refund. Once you release payment or allow the protection window to close, your leverage through Vinted is substantially reduced. Act before you confirm receipt if you have concerns.
Chargeback and Section 75 on Vinted
If Vinted's Buyer Protection does not resolve the dispute, contact your bank. If you paid by credit card and the purchase was over £100, Section 75 of the Consumer Credit Act 1974 applies — your card provider is jointly liable for the seller's misrepresentation. For purchases under £100, or payments by debit card, request a chargeback from your bank. Visa and Mastercard chargeback windows are typically 120 days from the transaction date — do not wait.
The most important question: business or private seller?
The entire difference between your statutory rights and a much weaker position often comes down to whether you bought from a business or a private individual. On eBay, check the seller's feedback volume, whether they have a business account registration, and how many similar items they are selling. On Amazon, check whether the listing says “Sold by [business name]”. On Vinted, most accounts are private — but Vinted does host some registered business sellers.
Identifying this correctly before you write your letter determines which legislation you cite — and whether you have a strong claim or a weaker one.
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Write my letter now →The four-step escalation path
Follow these steps in order. Each step builds on the last and creates a documented record that strengthens every subsequent stage.
Formal letter to the seller
Not a chat message or a dispute click — a formal written letter citing the Consumer Rights Act 2015, section 20 (right to reject within 30 days) and, if applicable, Consumer Contracts Regulations 2013, Regulation 29 (14-day cancellation right). State the item, the amount, the specific breach, and a 14-day deadline. This creates a documented paper trail and signals that you know your rights.
Raise the platform dispute (eBay case / Amazon A-to-Z / Vinted support)
If the seller ignores or refuses your letter, escalate through the platform. On eBay, open a formal case and request eBay to step in after the resolution deadline passes. On Amazon, file an A-to-Z Guarantee claim — Amazon typically responds within 3 business days. On Vinted, contact Vinted support and invoke Buyer Protection for items significantly not as described.
Chargeback through your bank
If the platform refuses to help, contact your bank. Credit card purchases over £100 are covered by Section 75 of the Consumer Credit Act 1974, which makes your card provider jointly liable. For debit card payments or purchases under £100, request a Visa or Mastercard chargeback. You typically have 120 days from the transaction date — do not delay.
Small claims court — Money Claim Online
The final step for unresolved disputes up to £10,000 is the small claims court, accessible online at mcol.gov.uk. No solicitor is required. Court fees start from £35. The 6-year limitation period under the Limitation Act 1980 applies in England and Wales. A formal pre-action protocol letter before issuing a claim often prompts settlement without court involvement.
⚠ Chargeback deadlines — act before 120 days
Visa and Mastercard chargeback rights expire typically 120 days from the original transaction date. If you are still in dispute with a marketplace after 3–4 months, do not wait for the platform to resolve it before contacting your bank. You can pursue the platform dispute and the chargeback simultaneously — but the chargeback window will not wait for the marketplace. If you miss the 120-day window, this route closes permanently.
If you want this done properly
Getting the legislation right — the correct section, the right Regulation, the applicable Act — matters. A vague complaint letter gives a marketplace or seller an easy route out. A letter that cites Consumer Rights Act 2015, section 20 and names the exact statutory remedy you are entitled to is a different kind of communication entirely. Fight My Corner generates formally grounded refund demand letters for marketplace disputes — citing the exact legislation, the correct sections, and the remedy you are entitled to. Ready in under a minute.
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Get a legally-grounded refund letter within 5 minutes →Frequently asked questions
Can I get a refund from a private eBay seller?
The Consumer Rights Act 2015 does not apply to private seller transactions — it only covers purchases from business sellers. However, if a private eBay seller materially misdescribed the item, the Misrepresentation Act 1967 gives you grounds to seek a remedy. eBay's Money Back Guarantee also covers items significantly not as described regardless of whether the seller is a business or a private individual, so raise a case through eBay as your first step before pursuing other routes.
What if Amazon says it's the seller's responsibility, not theirs?
Amazon's default response to marketplace disputes is to redirect you to the third-party seller. If the seller doesn't resolve it, escalate to Amazon's A-to-Z Guarantee — this covers purchases up to £2,500 and can result in a full refund even when the seller disputes the claim. If the item was 'Sold by Amazon' directly rather than by a third-party seller, Amazon is the retailer and fully liable under the Consumer Rights Act 2015. The fact that the item was warehoused or dispatched by Amazon does not, on its own, make Amazon the seller.
Does the 14-day cancellation right apply to marketplace purchases?
Yes — for business sellers. The Consumer Contracts Regulations 2013, Regulation 29 gives you a 14-day right to cancel any distance purchase from a trader, no reason needed. This applies whether you buy from a dedicated online retailer or through a marketplace like Amazon or eBay, provided the seller is operating as a business. Private sellers are not subject to the Regulations — which is why identifying whether your seller is a business or a private individual is so important before you decide which grounds to pursue.
Can I do a chargeback if the marketplace won't help?
Yes. If you paid by credit card and the purchase was over £100, Section 75 of the Consumer Credit Act 1974 gives you a claim directly against your card provider — they are jointly liable with the seller for any breach. For debit card payments, or credit card purchases under £100, request a chargeback through Visa or Mastercard rules. Most card networks allow chargebacks up to 120 days from the transaction date. Contact your bank directly — do not go through the marketplace to make this claim.
How long does a seller have to give me a refund under UK law?
Under the Consumer Contracts Regulations 2013, Regulation 34, a trader must issue a refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have dispatched the return — whichever is earlier. If you are exercising the short-term right to reject under Consumer Rights Act 2015, section 20 (within 30 days of delivery), the refund must be given without undue delay. Any refund must be to the original payment method and must cover the full purchase price including original delivery costs.
Fight My Corner provides dispute letter generation tools and guidance — not legal advice. For complex disputes involving large financial losses or potential court action, consider seeking independent legal advice from a solicitor or your local Citizens Advice bureau.