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Returns and Refunds

1. Returns of defective, damaged or materially different items

A buyer must contact you within 30 days of receipt to report that the item is defective, damaged or materially different. If the item was listed incorrectly or is a prohibited item this 30 day time-frame does not apply. Please review the Prohibited Content and Listing Rules for more information.

A buyer should return a defective, damaged or materially different item within 45 days of receipt of the item.

You should also refund both the original (outbound) shipping costs and any return shipping costs the buyer had to pay to return the item.

You are responsible for any losses of items that are collected by your shipper or where the buyer has returned the item using a prepaid label that you have provided.

We therefore recommend that you use a method that includes signature on delivery for products valued over £20.00.

If you refuse to accept the return of an item and Amazon.co.uk determines that it is defective, damaged or materially different, you may be held responsible for any A-to-z Guarantee claim or charge dispute filed for the transaction.

This policy applies to all categories of products on sale on Amazon.co.uk.

2. Return of items due to "buyer remorse"

Buyers have the right to change their mind about purchases they have made without giving a reason.

If a buyer informs you within 30 days of receipt of the item that they wish to return the item, you are required to refund the cost of the item and the cost of sending the item to them as follows:

  1. Where the buyer is returning an item that was part of a larger order, you are required to refund the shipping cost of that item only.
  2. Where the buyer is returning an entire order, you are required to refund the shipping cost of the entire order.
  3. You are only required to refund standard postage charges for items delivered outside the UK.
  4. Where you agree to collect an item from your buyer, you will have the right to recover the costs of collection.
  5. If the buyer uses a personalised, pre-paid return label, you will have the right to deduct the return postage from the overall refund.

In cases of "buyer remorse" you are not required to refund the cost of giftwrapping or for the buyer's return shipping costs.

Exception: Shoes and Clothing items are entitled to refund of return postage costs, irrespective of reason for return.

A buyer may not return the following items for remorse if the items have been opened/unsealed:

Copyable media items
(i.e. CDs, VHS tapes, DVDs and software).
Hygiene items (e.g. razors, toothbrushes, jewellery for piercings)

Please note you cannot charge restocking fees in any circumstances.

In line with the advice we give buyers on Amazon.co.uk, we recommend that you advise your customers to use a method that includes signature on delivery for products valued over £20.00.

Refunds

Although Amazon.co.uk processes payment from your buyers, we are unable to initiate refunds on your behalf. We have, however, made tools available for your use should a situation arise that necessitates a refund. See Refund Orders.

Learn more about Seller Performance Measurements
Learn how to submit Appeals for Suspended or Blocked Accounts

This page provides useful information for the Sellers about Returns or Refunds.

Seller Support

Please use the e-mail address associated with your Amazon.co.uk Seller account.