Marketplace Returns and Refunds

Special conditions apply for the return of items bought on Amazon Marketplace. If you need to return an item that you bought on Amazon Marketplace, you must return it directly to the seller.

To learn more about the return policy for items purchased from Amazon Global Store, see our Returns Policy.

Viewing a Seller's Return Policy before You Place Your Order

The returns policy offered by Marketplace sellers must be equivalent to or better than the returns policy offered by Amazon.co.uk. This doesn't apply to the Amazon.co.uk extended Christmas returns policy, which not all Marketplace sellers follow.

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 select a seller's name to open an At a Glance page about that seller. You can find delivery and other information 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. If not specified in the seller’s Returns and Refunds policy, the Refunds and Your Legal Warranty sections of this help page apply to your order by default.

If your return experience doesn’t match the return policy published by the seller, you can file an A-to-z Guarantee claim to open an investigation.

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 Your Orders and selecting Return items. Then select Seller profile 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 selecting the link below Returns and Refunds Policy at the bottom right of the page. If not specified in the seller’s Returns and Refunds policy, the Refunds and Your Legal Warranty sections of this help page apply to your order by default.

International Return Policy

If you order from a Marketplace seller who dispatches from a location outside the UK, Amazon’s return policy requires that international Marketplace sellers must provide one of the following:

  • A return address within the UK
  • A prepaid return label
  • A full refund without requesting the item is returned

If a seller doesn't offer these methods to return your items, you may file an A-to-z Guarantee claim to seek help with your return.

How to Return Items to a Seller

To initiate a return of an item purchased from a seller, go to Your Orders and select Return items. Select the item you want to return and a reason for the return.

For eligible orders, you will receive a prepaid return label when you arrange a return via the Online Returns Centre. For non-eligible orders, you will have to contact the seller to request a return label, and wait 48 hours for the seller to respond.

The seller will review your request and, once they respond, you'll be notified by email.

For approved requests, you'll receive a mailing label that you can be access and print from Your Orders. Some sellers have special processes and might send you an email with their return address and mailing instructions. You'll be able to view the seller's responses to your request in the Returns Center.

You can also use the cancellation form that can be accessed in your shipment confirmation email. If you use this form, you'll still need to contact the seller to obtain return details to send your product back.

Sellers typically respond to return authorization requests within 48 hours. If you don't receive a response within 48 hours, you may be eligible to submit a claim under the Amazon.co.uk A-to-z Guarantee.

If you return items on which you've saved personal information, such as laptops, cameras, or other electronic devices, you must erase this information completely before sending the product back to the seller.

If you're returning an item that is unwanted, damaged, or defective, or an item that is not as described, to a seller's international return address, delivery and handling charges for returning the item should be borne by the seller. If a local return address can't 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, package your item with care. Items valued over £50.00 should be returned to the seller using a trackable, signed-for, delivery service. If the order is valued at £100.00 or more, we recommend that you insure your return for the value of the product and use a signature required delivery service.

Packaging returns with care reduces the chances of damage in transit and assists with the processing of the return by the seller. Sending the return via a trackable delivery method protects you if a seller doesn't receive an item. If a parcel doesn't arrive, we can implement an A-to-z Guarantee claim. If you don't use a trackable method to return your item and the seller doesn't provide a refund, we may not be able to cover you under the A-to-z Guarantee.

Note: Refusing delivery of a parcel isn't always a trackable means of return. The return may not be covered under a seller's return policy or the A-to-z Guarantee. You should accept delivery of an item you want to return and request a return as above.

Handmade at Amazon

For returns of Handmade at Amazon products to sellers, the Amazon Returns Policies apply. For more details, including timeframes, please see About Our Return Policies.

The following specific policies apply to handmade products made to your specifications, or otherwise personalized for you by the seller based on customization options, such as configurations, inscriptions, or designs (engravings, stamps, monograms, embroidery, embossing, etching, or carving):

  • For any such personalized products, the seller isn't required to accept returns or to offer exchanges.
  • If such personalized products are delivered damaged, defective, or materially different to how they were described, for example, an error in the specification or personalization, such as a misspelling, you still have a right to return them by law, and under the Amazon Returns Policies.
  • If a seller doesn't provide a refund where required, you're protected under the Amazon A-to-z Guarantee.

Your Legal Warranty

If a product you’ve purchased on Amazon Marketplace is faulty or not as advertised (i.e., nonconforming), the seller has to give you a free-of-charge (including return costs) repair, replacement, or refund for a reasonable time following the sale. That time varies depending on the product and its value. However, if you make such a claim more than six months from delivery, you may need to prove that the fault existed at the time of delivery of the product and wasn’t caused by an accident, misuse, liquid damage, etc.

In addition, many Marketplace sellers or manufacturers of the products sold offer their own commercial warranty that may promise to repair the product purchased for a period of time. These may be free or for optional purchase.

Note: The commercial guarantee can never replace the legal warranty described above, which you always have from the seller.

Managing your return requests

To manage your return requests, go to Your Orders. 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 emails with sellers.
  • Cancel a return request.
  • File an A-to-z Guarantee claim.

Note that the following items can't be returned through Your Orders:

  • Some jewelry orders
  • Some health and personal care items
  • Grocery products

To return an item that falls into one of the above categories, contact the seller.

Refunds

When you're canceling your purchase within the first 14 days from the day of receipt, 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. When you're returning an item that was part of a larger order, the seller will refund the per-item charge for delivery.
  2. When you're 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. When your seller collects an item from you, the seller has the right to recover the standard costs of collection from you.
  5. If you use a personalized prepaid return label, the seller is entitled to deduct the return postage from your overall refund.
  6. If you refuse to return the item, sellers aren't required to refund or replace an order. This applies unless you've agreed differently with the seller.

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 canceling 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. 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 personalized prepaid return label, the seller is 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.

If 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 one 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 by email.

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