On any listing, all of the information for change of mind returns is specified under the postage tab. You will have selected either (a) acceptance of returns or (b) No returns.
You will also have selected who pays for the item’s return postage - the buyer or the seller.
Anything stated in the item description about returns for change of mind is irrelevant and overridden by what you’ve selected to show under the postage tab.
The returns information applies only to change of mind returns, not to item not as described (wrong item, faulty, damaged, different, etc.); the latter are of course a different matter. Under the MBG, sellers must refund for SNAD/INAD and they are the ones who pay for return postage.
Anything written in the item description section about no returns for goods that are SNAD/INAD is - of course - overridden by both the consumer protections in ACL (where relevant) and by eBay’s Money Back Guarantee.
So… if the relevant listing stated “no returns” in the description section, but you didn’t have “no returns” selected under the postage tab, you have unfortunately enabled COM returns. You’ll need to check the listing of that item to see - and also to check in that case whether you specified return postage was to be paid by the buyer.
If the relevant listing did not have “returns accepted” under the postage tab, then the buyer must have opened a returns request on the basis of SNAD. In that case, you would have to fight the request with evidence that the item is as described… and that isn’t easy. You may be best off simply accepting the return and providing the buyer with the return postage label.
I hope you’re aware of the timeframes in the a MBG policy page.
