Hello @elouise,
Welcome to PayPal Community Forum and thank you for posting!
From the readings, it seems like you would like to request a refund. If you did not receive an item that you ordered or the item is not as described, you can dispute the charge by viewing the steps on how to do this by visiting our Help Center how to open a disputé. Our Concerned team will investigate the case and will get back to you with the results via email or Resolution Center. Before you proceed, I would also suggest you go through the PayPal buyer protection.
I hope this information helps,
Ayesha
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