A-to-z Claim Conditions

When you buy from third-party sellers on Amazon.co.uk, 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 apply:

  1. You've contacted the Seller through Your Account.
  2. You've 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 received your return, but they haven't refunded you.

    Note: If you refuse the package and the return doesn't have tracking information, your claim may not be allowed.

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

If there are evident differences between the product you receive and the Seller's description, you must contact the Seller within 14 days to return the product.

You can also file a claim if one of the following applies:

  • If you and the Seller agreed that they'd refund you, and they either haven't refunded you at all or the refund is in the wrong amount.
  • If you and the Seller agreed that they'd replace the item and they haven't sent it as was agreed.