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A-to-z Claim Conditions

When you buy from third-party sellers on, the condition of the item and its timely delivery are guaranteed under the A-to-z Guarantee.

You can file a claim when all of the following applies:

  1. You have contacted the third-party seller through Your Account.
  2. You have waited three business days for a response.
  3. Your request meets one of our A-to-z Guarantee conditions below.
  • The Seller failed to deliver the item by 3 days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
  • The item you received was damaged, defective, or materially different from the item represented on the product detail page.
  • The Seller agreed that they'd refund you, or was obliged to refund you, and they either haven't refunded you at all or the refund is in the wrong amount.

    Note: If you refuse the package and the return does not have tracking information, your claim may not be covered.

  • If you and the Seller agreed that they'd replace the item and they haven't sent the replacement as was agreed.
  • If you need to return an item internationally and the Seller doesn’t either (1) provide a return address within the UK, (2) pay return postage costs or (3) provide a pre-paid return label.

To file a claim, go to File an A-to-z Guarantee Claim.

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