A-to-z Safe Buying Guarantee Protection FAQs

Amazon.co.uk A-to-z Guarantee Basics

1. What is the Amazon.co.uk A-to-z Safe Buying Guarantee?
2. When can I file an Amazon.co.uk A-to-z Safe Buying Guarantee claim?
3. What are the requirements of the Amazon.co.uk A-to-z Safe Buying Guarantee?
4. How much coverage will I receive?
5. What does it cost?

Filing a Claim

1. How do I file a claim?
2. When do I use the "I returned my order" reason while filing an A-to-z Safe Buying Guarantee claim?
3. When do I use the "I did not receive my item or received them late" reason while filing an A-to-z Safe Buying Guarantee claim?
4. When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Safe Buying Guarantee claim?
5. What happens after submitting a claim?

Problems with A-to-z claims

1. How do I cancel a pending claim?
2. I submitted an A-to-z Safe Buying Guarantee claim which was resolved in my favour, and later I successfully received the item. What do I do?
3. Why was my claim denied?
4. Can I appeal the decision to deny my claim?

What is the Amazon.co.uk A-to-z Safe Buying Guarantee?

We want you to buy with confidence anytime you purchase products on the Amazon.co.uk website. That's why we guarantee purchases from third party Sellers when payment is made via the Amazon.co.uk website. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Safe Buying Guarantee.

After you have read carefully through the following important guidelines, click below to submit your claim.

When can I file an Amazon.co.uk A-to-z Safe Buying Guarantee claim?

You can file an Amazon.co.uk A-to-z Safe Buying Guarantee claim if you purchased physical goods from a Seller selling on the Amazon.co.uk website (including the Amazon.co.uk Marketplace platform). See "Exclusions from coverage" below for a list of items that are not covered by the A-to-z Safe Buying Guarantee

1. You made payment to the Seller through the Amazon.co.uk website, but they failed to deliver the item within 3 calendar days from the maximum estimated delivery date for your order; or
2. you received the item, but the item was defective, damaged, or not the item depicted in the seller's description; or
3. you returned the item to the seller under an agreement between you and the Seller but the seller hasn't provided the agreed refund to you after receiving the item.

You must first contact the seller through Your Account before filing a claim. Please allow three business days to give your Seller a chance to address the issue. You can submit a Guarantee claim if they don't respond or if the issue isn't addressed to your satisfaction.

What are the requirements of the Amazon.co.uk A-to-z Safe Buying Guarantee?

How much coverage will I receive?

Buyers who pay for purchases from Sellers on the Amazon.co.uk website are eligible to claim up to GBP 2000.00 of the purchase price, including delivery charges.

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.co.uk website. If you have additional questions about the A-to-z Guarantee, please contact us.

How do I file a claim?

If you made the purchase through the Amazon.co.uk website, you can submit a claim by viewing the specific order details via Your Account on our website. Click "Your orders", and then click "File a claim" next to your order to file your claim.

After you've read carefully through the following important guidelines, click below to submit your claim.

When do I use the "I returned my order" reason while filing an A-to-z Safe Buying Guarantee claim?

If the Seller doesn't accept or process the return of an item that is made in accordance with the Seller's return policy, you may qualify for coverage under our A-to-z Safe Buying Guarantee. Please visit our Return Help pages for more information regarding returns.

When submitting your claim, please provide the reason for the claim by choosing one of these options:

When do I use the "I did not receive my item or received it late" reason while filing an A-to-z Safe Buying Guarantee claim?

If the estimated delivery date on your order detail page has passed and you still haven't received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received it late."

You can also choose the desired resolution:

When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Guarantee claim?

If a Seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and the Seller should be willing to offer a refund or exchange under the terms of the Seller's returns policy. If the Seller doesn't accept the return of an item that is made in accordance with the Seller's return policy, you may qualify for coverage under our A-to-z Safe Buying Guarantee. Please visit our Return Help pages for more information regarding returns.

Items are considered "damaged/defective or incorrect" in these circumstances:

When submitting an A-to-z Safe Buying Guarantee claim with the reason "order contained damaged/defective/incorrect items" you'll need to select one of the reasons above and provide comments explaining what happened.

Note: This doesn't extend to cases where you're simply disappointed with an item. We'll ultimately determine whether there was a "material difference" at our discretion.

What happens after submitting a claim?

You can track the progress of your claim by viewing the order in Your Account.

We appreciate your patience and cooperation during the processing period, and we may contact you for additional information. We may also attempt to contact the Seller to encourage them to work directly with you to resolve the problem.

How do I withdraw a pending claim?

If the Seller provides a replacement to you, or the product eventually arrives, or the problem you reported is otherwise resolved before resolution under our A-to-z Safe Buying Guarantee, you should withdraw your claim online or let us know by replying to the claim confirmation e-mail.

To withdraw a claim online, please visit Your Account and review your claim information. Click "withdraw your claim" and provide the requested information describing why you are withdrawing the claim. Once your claim is withdrawn, you won't be able to re-open it online. You'll need to contact us if you need further assistance with your claim.

Sellers will need to contact buyers and encourage them to withdraw pending or completed claims once the issue has been resolved.

I submitted an A-to-z Guarantee claim which was resolved in my favour, and later I received the lost or correct item. What do I do?

If you receive the item after a claim is resolved or if your claim resolved independently of the A-to-Z Safe Buying Guarantee, you can withdraw the claim from Your Account.

By withdrawing your claim, you're authorising us to recharge your credit card for the received item.

Why was my claim denied?

The common reasons for a claim being denied include:

• the item received was the same as described by the Seller
• the item was received and the Seller provided verification of delivery
• the buyer failed to respond to a request for further information
• the claim was filed for reasons unrelated to there being an actual issue with the item
• the buyer filed a chargeback with their payment processor or bank
• the buyer didn't return the item to the Seller.

Can I appeal the decision to deny my claim?

Buyers can appeal a denied claim within 90 days of receiving notification of denial.

To appeal a claim, please visit Your Account to review your claim status. To proceed with an appeal, click "Appeal Decision", and provide the requested information describing why your claim should be re-opened. Amazon will review your appeal and notify you of the final decision within 3 business days.