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The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third party seller. Our guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.
You can file an A-to-z refund request when all of the following apply:
If you encounter a problem not listed above, you may still report the problem, but note that we cannot guarantee a refund until the investigation is complete.
When you're ready, refer to File an A-to-z Guarantee Claim for instructions on how to report your problem.
This guarantee applies only to purchases made on the Amazon.co.uk website from a third-party seller. If you need help with an item sold by Amazon Global Store or a Marketplace item delivered via Prime, contact Amazon Customer Service. For purchases made on third-party websites using Amazon Pay, refer to Amazon Pay help.
Note: The A-to-z Guarantee does not cover digital items, payments for services, stored value instruments, or Spot Buys made in the Amazon Business Store. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-z Guarantee.
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