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Arranging Marketplace Returns and Refunds

If you need to return an item that was bought from a Seller on Amazon Marketplace you'll need to return it directly to the Seller.

Viewing a Seller's return policy before you place your order

Marketplace Sellers on Amazon.co.uk offer a returns policy which is equivalent to or better than the returns policy offered by Amazon.co.uk.

To learn more about a Seller's returns policy, when you're on a page listing different Sellers who are offering a particular item for sale, you can click on a Seller's name to be taken to an At a Glance page about that Seller. You can find delivery rates, help, and customer feedback relating to that Seller on this page. Towards the bottom right you'll see a heading Returns and Refunds Policy and a link to learn more.

Viewing a Seller's return policy after you place your order

If you've already placed an order for an item sold and dispatched by a Seller, you can view the Seller's return policy by visiting the Online Returns Centre and clicking Return items. Then click the seller profile link in the relevant order. This will take you to an At a Glance page about that Seller. From there, you can read more about the Seller's return policy by clicking on the link below the Returns and Refunds Policy heading towards the bottom right of the page.

How to return items to a Seller

To initiate a return of an item purchased from a Seller, please visit the Online Returns Centre and select Return items. Select the item you want to return and a reason for the return. The Seller will review your request and once they respond, you'll be notified by e-mail.

For approved requests, you'll receive a mailing label that can be accessed and printed from the Online Returns Centre. Alternatively, some Sellers have special processes and might send you an e-mail with their return address and mailing instructions. You'll be able to view the Seller's responses to your request in the Online Returns Centre.

You can also use the cancellation form that can be accessed in your shipment confirmation e-mail. If you use this form, you will still need to contact the Seller to obtain return details to send your product back.

Sellers typically respond to return authorisation requests within 3 business days. If you don't receive a response within 3 business days, you may be eligible to submit an Amazon.co.uk A-to-z Safe Buying Guarantee claim.

Delivery and handling charges for returning unwanted items dispatched by a Seller are usually borne by the buyer. However, if you receive an item that's different to what was described, or is clearly in a worse condition than was indicated (e.g. you've received a used item in circumstances where the item was described as new), please report this to the Seller directly within 14 days of receiving the item, and return the item to the Seller, in the same condition you received it, within 30 days of receiving the item. You can request from the Seller a refund of the item price and the standard delivery costs (if any) paid by you when ordering the item, corresponding to the least expensive option offered by the Seller.

Delivery and handling charges for returning unwanted, damaged or defective, or materially different items to a Seller's International return address, should be borne by the Seller. If a local return address cannot be provided, the Seller can provide a prepaid method of return delivery or refund the return delivery costs to the original payment method used to purchase the order.

To ensure the safe return of the merchandise, please package your item with care. Items valued over £50.00 should be returned to the Seller using a trackable delivery service. If the order is valued at £100.00 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.

Amazon.co.uk strives to maintain a Marketplace that's fair to both buyers and Sellers. Packaging returns with care reduces the chances of damage in transit and can assist with the processing of the return by the Seller. Sending the return via a trackable delivery method protects you in the event a Seller doesn't receive an item. If a parcel doesn't arrive, we can implement an A-to-z Safe Buying Guarantee claim. If you don't use a trackable method to return your item and the Seller doesn't provide a refund to you, we may not be able to cover you under the Guarantee.

For the return of an item which is damaged or has suffered a fault, please contact the Seller. You should be able to reach an amicable agreement with the Seller.

Note: Simply refusing delivery of a parcel isn't always a trackable means of return and may not be covered under a Seller's return policy or the A-to-Z Safe Buying Guarantee. You should accept delivery of an item you want to return and request a return as above.

Managing your return requests

To manage your return requests visit the Online Returns Centre and click the Manage returns button. From here, you can:

  • view the status of a return request.
  • print a mailing label, if the Seller has approved the return request.
  • view your e-mails with Sellers.
  • cancel a return request.
  • file an A-to-z Safe Buying Guarantee Claim.

Please note that following items aren't accepted through our Online Returns Centre:

  • Some Jewellery orders.
  • Some Health & Personal Care items.
  • Grocery Products.

To return an item which falls within one of the above categories, please contact the Seller.

Refunds

Where you're cancelling your purchase within the first 14 days from the day you receive, or a third party indicated by you (other than the carrier), receives the last goods ordered by you (if delivered separately), and there's been no error on the Seller's part, the Seller will refund the cost of the item and the cost of sending the item to you as follows:

  1. where you're returning an item that was part of a larger order, the Seller will refund the per-item charge for delivery
  2. where you are returning an entire order, the Seller will refund the applicable per-item delivery charges and the per-delivery charge
  3. Sellers are only required to refund standard postage charges corresponding to the least expensive type of delivery offered by them
  4. where your Seller collects an item from you, the Seller will have the right to recover the standard costs of collection from you, and
  5. if you use a personalised pre-paid return label, the Seller is entitled to deduct the return postage from your overall refund..

Please note that, with respect to returns initiated during the first 14 days from the day of delivery, Sellers aren't required to refund the cost of gift-wrapping, returning the item to the Seller, and other services provided to you in connection with your purchase unless you return the item to the Seller because of an error on the Seller's part or because it's defective.

Where you're cancelling your purchase between 14 and 30 days after delivery and there's been no error on the Seller's part, the Seller is only required to refund the cost of the item. Please note that Sellers aren't required to refund the cost of gift-wrapping, or other services provided to you in connection with your purchase. If you use a personalised pre-paid return label, the Seller will be entitled to deduct the return postage from your overall refund.

When you purchase an item from a Seller, Amazon.co.uk Marketplace charges your credit card and passes on payment, less a commission, to your Seller. For you to secure a refund equivalent to your initial purchase price and delivery costs, your Seller must request a refund via Amazon.co.uk Marketplace.

In any case where a refund is necessary, such as when your Seller is out of stock and can't dispatch, or when you return an item, it's the Seller's responsibility to request that refund. We provide Sellers with instructions on how to create refunds.

Sellers may issue full or partial refunds for an order as described on this page. Sellers can't charge a restocking fee during the initial returns period or if a product is returned because it's faulty. Refunds are typically processed by Amazon.co.uk Marketplace within 1 week of the Seller's request. The funds will be deposited back in your debit/credit card account and Amazon.co.uk will send you confirmation of the refund via e-mail.

When you buy an item from a seller at Amazon Marketplace, you should be able to expect a high standard of customer service, both before and after you receive your order.