eBay's Standard Purchase Protection Programme reimburses buyers for eligible transactions when:

• An item was not received.
• An item was received but significantly not as described.

You'll be reimbursed up to a maximum of HK$1,500 (less HK$195 to cover processing costs).
For example:

• If the item price is HK$2,000, you're eligible to receive HK$1,305.  
• If the item price is HK$3,500, you're eligible to receive HK$1,305.  
• If the item price is HK$200, you're eligible to receive HK$5.

Eligible transactions

• The final price of the item must over HK$200. Multiple listings cannot be combined into one claim to become eligible, even if purchased from the same seller. The total value of all items in a single listing must be over HK$200.
• You are a winning bidder or fixed price buyer of an item listed on the eBay site.  
• Both you and the seller had a feedback rating of above zero at the close of the listing.  
• Your item is legal and in accordance with eBay's Listing Policies and User Agreement.  
• Payment was sent to the seller in good faith and proof of payment can be documented.  
• You have not exceeded the three claims per six-month limit.  
• If you paid with a credit card (either directly to the seller or through an online payment service other than PayPal), you must have already contacted your credit card provider and sought reimbursement from the provider prior to filing a claim.

Non-eligible transactions

• Items which are not significantly different from the item description.  
• Items paid for with cash or instant money transfer services. 
• BidPay: Please contact your credit card provider to file a chargeback.
• Items where a PayPal claim has been paid. If you paid for your eBay transaction with PayPal, you'll need to go through PayPal's Buyer Complaint Process. 
• Items damaged or lost in postage.  
• Merchandise which has been altered, repaired, discarded or resold.  
• Items which are picked up or delivered in person.  
• Intangible items.  
• Double or overpayment.  
• Postage and handling fees.  
• Buyer's remorse.

eBay Standard Purchase Protection Programme process

1. Complete the Item Not Received or Significantly Not as Described Process . If you have completed this process, close the dispute and select "end communication with the seller". If the transaction is eligible, you will be presented with a link to the Standard Purchase Protection Programme claim form.
2. Submit the online Standard Purchase Protection Programme claim form. From My eBay, click the "Dispute Console" link. From the Dispute Console, click the relevant dispute. On the "View Dispute" page, click the link to the Standard Purchase Protection Programme claim form. Fill out the form and click "Submit" to file your claim.
3. Submit proof of payment. Within 14 days of submitting your claim, an eBay claims administrator may contact you via email, asking you to provide proof of payment. Proof of payment may be provided in the form of a photocopy of the front and back of a money order, receipt, cashier’s cheque, and personal cheque. If you paid with a credit card (either directly or through an online payment service other than PayPal), eBay will require proof of denial of reimbursement through the credit card company (if applicable). This will typically be in the form of a letter from your credit card provider.
4. Submit Letter of Authenticity (if applicable). An eBay Claims Administrator may contact you for a Letter or Certificate of Authenticity issued based on an independent authenticator's physical inspection. This Letter of Authenticity or Quality Assurance must be on company letterhead of the authenticator and must include contact information for the authenticator (name and telephone number). This information may be mailed or faxed to eBay.

Note: The eBay Claims Administrator will communicate with you and your trading partner during investigation of the claim. We always appreciate your prompt assistance. If you do not respond to an eBay Claims Administrator's request for information within 72 hours, eBay may elect to close the claim.