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Seller does not cover shipping costs
After speaking beforehand about the compatibility of their car stereo with my vehicle and after sending them several photos of the original factory-fitted stereo, they tell me it is fully compatible. The car stereo they sell me is a model made exclusively for my car model. I told them about the particular features of my car and even so they claimed it was compatible. After receiving the order and installing it, I see that it doesn't work. From there, they tell me that the 12v (acc) of my vehicle have to be taken from somewhere else (cigarette lighter, etc...) After getting it to work, I notice that the speakers can't be heard and the steering wheel controls don't work either. I send them a message and they don't offer me a solution, even though I had warned them at the beginning about the particular characteristics of my vehicle. The result is that the car stereo they sell me is not compatible with my car model and that in the return they do not cover the shipping costs, they only refund me half of what it cost me, £70. If the problem has not been caused by a change of mind on my part, but by a malfunction or design issue of the item in question, why don't they cover the shipping costs for the return? Do I have to bear their mistake or the fact that their product is not compatible with my model and they can deceive or scam more people in my situation?
cinthia@ebay
Hello @wayabito,
Thanks for your message. I’m sorry to hear that you’re having this experience and if the item you received is not the same as the one advertised, the seller will have to cover the return costs, but you will need to open a case in our resolution center to back up your protection.
As you may already know, on eBay we have protection to cover your purchase in situations like these. If the item you received does not match the description in the original listing or if it arrived damaged or defective, you are covered by the eBay Money Back Guarantee. You can return it even if the seller’s return policy says they do not accept returns.
Below, I’m letting you know how to open the request yourself so you can start the process to return the item and get a full refund once the seller receives the item back.
You can open the case here, this will alert the seller so they can start the return process. The seller will have to pay the return shipping cost and we always recommend having a friendly conversation between the seller and you so you can resolve the issue in the best possible way.
You can agree whether you want them to send you the correct item or whether you prefer a refund. It’s rare for sellers to ignore your help request, but if you don’t receive a response after a few days, you can request eBay’s help if you go into the case from your account and click the "Request eBay Help" option. You must ask us for help before 30 days have passed after the case is opened or we won’t be able to help you after that time, so it’s important to keep track of the dates.
I trust this information is helpful.
Best regards
Cinthia
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