Amazon.com: Help > Privacy & Security > A-to-z Guarantee Protection

We want you to buy with confidence anytime you purchase products on Amazon.com. That is why we guarantee purchases from Amazon Marketplace, Auctions, and Merchant sellers when payment is made via the Amazon.com website. The condition of the item you buy and its timely delivery are guaranteed under the Amazon.com A-to-z Guarantee.

After you have read carefully through the following important guidelines, click below to submit your claim.

When is a buyer covered under the Amazon.com A-to-z Guarantee?

The buyer provided payment to the seller through Amazon Payments, but the seller failed to deliver the item.
The buyer received the item, but the item was materially different than as depicted in the seller's description.

When is a product "materially different" than what the seller advertised?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return, your purchase is eligible for our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.

Items are considered "materially different" in these circumstances:

Wrong version or edition
Item condition or details not as described
Wrong item
Missing parts or components
Defective item
Damaged item

When submitting an A-to-z Guarantee claim with the reason "materially different," you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased.

Please note that this does not extend to cases where you are simply disappointed with an item. Amazon.com will ultimately determine material difference at our discretion.

What are the requirements of the Amazon.com A-to-z Guarantee?

The item must be purchased from an Amazon Marketplace, Auctions, or Merchant seller on the Amazon.com site. Purchases from the following Amazon Merchants or other sellers are not covered by the A-to-z Guarantee: Eddie Bauer, Newport News, Warehouse Deals, the Target Store, Borders.com, Waldenbooks.com, eBags.com, eLuxury, Marshall Fields, Mervyns, and Virginmega.com.
For Amazon Marketplace and Merchant orders, you must wait 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner. For example, a U.S. order sent using the standard shipping option would become eligible for a claim 21 calendar days after the ship date (14 business days + 3 calendar days). From that point, you have 60 days to submit a claim.
For Auctions purchases, you may file a claim 30 days after the date of purchase. From that point, Auctions customers have 30 days to submit a claim.
If you have received a materially different item, you must contact the seller within seven (7) days of receipt to request return information.
If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.
Buyers are limited to a lifetime maximum of five claims for Amazon Marketplace and Auctions purchases.
You must provide the required information on the guarantee claim form.
If you paid by credit card, and the issuing bank has initiated a chargeback, then you are not eligible for coverage under the A-to-z Guarantee.

How much coverage will buyers receive?

Buyers who pay for Amazon Marketplace, Auctions, or Merchant purchases via the Amazon.com website are eligible to receive up to $2,500 of the purchase price, including shipping charges.

How do I file a claim?

Buyers can easily submit a claim by clicking on the Submit a Claim button on this page or by viewing the specific order details via Your Account.

What happens after submitting a claim?

You can track the progress of your claim by viewing the order in Your Account. From the order details, click "Problem with this order?" to see the status of your claim.

We appreciate your patience and cooperation during the processing period, as we may contact you for additional information. We may also attempt to contact the seller to encourage him or her to work directly with you to resolve the problem. Please contact us if you reach a settlement with the seller while we are processing your A-to-z Guarantee claim.

Are all purchases backed by the Amazon.com A-to-z Guarantee?

Yes. If you meet the conditions above, you're covered!

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience at Amazon.com. If you have additional questions about the A-to-z Guarantee, please contact us.

What countries are covered by the Amazon.com A-to-z Guarantee?

Amazon Marketplace, Auctions, and Merchant customers who use Amazon Payments and who reside in the following countries are covered under our A-to-z Guarantee: Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Great Britain, Hong Kong, Iceland, Ireland, Italy, Japan, Republic of Korea, Mexico, Netherlands, New Zealand, Northern Ireland, Norway, Portugal, Scotland, South Africa, Spain, Sweden, Switzerland, the United Kingdom, and the United States. (Note: U.S. protectorates, including Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, APO/FPO, etc., are also supported by Amazon Payments.)

How do I cancel a pending claim?

Buyers can contact us to indicate that the transaction has been resolved or simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim. If a resolution has been reached after a claim check has already been sent, please contact us to make arrangements for repayment.

Revised November 15, 2006