If you want to ask a business seller on eBay for a refund or replacement for a faulty item, use this template letter.
[Reference: Goods purchased through eBay on dd/mm/yy]
On [date], I bought [item] from you for £[xx] however when [item] was received on [date] I discovered that it was damaged in the following way: [details of damage].
The condition of the item was your responsibility up to the point I received it and accordingly I am entitled to [a refund along with a refund of all delivery costs] [a replacement]. I would request that you confirm in the next 3 days that you will provide this remedy and that you will cover the cost of the defective item being returned to you.
Should I not receive this confirmation I will have no alternative but to raise a dispute through the eBay Buyer Protection dispute resolution process or to consider court action.
I look forward to hearing from you.