Ebay - purchase from major brand Outlet -help

mutley74

I recently purchased a large electrical item from a major brand from their outlet store on Ebay. 

Item arrived a few days ago. However, it does not work when opened the box and following the instructions (I know how to use the item as have a similar one already). Phoned the general brand  customer service line, they said as its new contact the outlet store via ebay. The item comes with a 1 year guarantee. 

I have sent several messages to the ebay account and no reply to date.  I requested a refund on the basis it is faulty, and then this afternoon receive a confirmed postage address. However, it appears the return postage is at my cost! 
All I wanted is a replacement! 

I tried the email address associated with the retailer ebay site - no reply. 
I really dont want to pay the return postage myself which will be around £20-£25 I guess for tracked. Then I have no idea if I will get this refunded. 

Any advice appreciated as I have started to lose trust in this brand. 

pinkshoes

Have you opened an Item Not As Described dispute with eBay? It should then send you a postage label, not you having to pay for it.

I think I'd phone eBay and let them know the item is faulty and you want to return it.

mutley74

pinkshoes said:

Have you opened an Item Not As Described dispute with eBay? It should then send you a postage label, not you having to pay for it.

I think I'd phone eBay and let them know the item is faulty and you want to return it.

No specifically, I could not find that option. I just clicked request return and stated my reasons and photos. 
How does one find that option? thanks

the_lunatic_is_in_my_head

mutley74 said:

pinkshoes said:

Have you opened an Item Not As Described dispute with eBay? It should then send you a postage label, not you having to pay for it.

I think I'd phone eBay and let them know the item is faulty and you want to return it.

No specifically, I could not find that option. I just clicked request return and stated my reasons and photos. 
How does one find that option? thanks

The returns flow is for the NAD process OP.

If you picked an option that covers the goods not being as described the seller has to provide a pre-paid label, sort the return by collecting or agree to pay the return costs, if they've done none of these it's best to talk to eBay, they'll likely put the return request on hold and advise the seller to arrange a return at their cost.

TimeLord1

Open a return request they'll give you a label and you can send it back as faulty goods. They have three days to respond to you. Then you can ask ebay to help if they don't reply. They'll send you a QR code or printable label. Your refund will be sent upon receipt of returned item to the seller.