Marketplace Returns and Refunds
Special conditions apply for the return of items bought on Amazon Marketplace. If you need to return an item you bought on Amazon Marketplace, you must return it directly to the seller.
Need to replace a damaged, defective, or broken item, or check the status of your refund? Go to
How to Return Items to a Seller
To initiate a return of an item purchased from a seller:
- Go to Your Orders.
- Select Return items.
- Select the item that you want to return and a reason for the return.
For in policy returns, you'll receive one of the following:
- A prepaid return label.
- A mailing label.
- An email with the return address of the seller and mailing instructions. You can view the seller response to your request on Your Account > Your Messages > Buyer/Seller Messages.
For out of policy returns, contact the seller to request a return label and wait 48 hours for the response.
- You can also request a return using the cancellation form that can be accessed in your shipment confirmation email. If you use this form, you’ll still need to contact the seller to obtain details to send your product back.
- Erase all information from items such as laptops, cameras, or other electronic devices before returning them.
- Fashion items are eligible for free returns. Visit Free Returns on Fashion Items for more details.
- For returns of Handmade at Amazon products to sellers, the Amazon Returns Policies apply.
- In case you have any question about the return, contact the Seller.
International Returns Policy
If an item is unwanted, damaged, defective, or not as described, return charges should be borne by the seller.
Our returns policy requires that international Marketplace sellers provide one of the following:
- A return address within the UK.
- A prepaid return label.
- A full refund without requesting the item is returned.
- If a local return address can't be provided, the seller must provide a prepaid return or refund the return costs.
- If a seller doesn't offer return methods or did not refund return costs, you can request an A-to-z Guarantee refund.
Refunds
Once the seller receives the returned item, they will issue the refund within two business days.
To check the status of your refund, visit Check the Status of Your Refund.
The amount of the refund will depend on the reason and timeline of the refund request:
| Reason | Shipping Costs | Return Shipping Costs |
| Item damaged, defective, or did not match the description provided by the seller. | Yes | Yes |
| Return within 30 days of receipt. Item is clothing, footwear, handbags, jewelry, or watches. | Yes | Yes (if in line with return policies on Free Returns on Fashion Items) |
| Return after 14 days but within 30 days of receipt. | No | No |
Refunds are typically processed by Amazon.co.uk Marketplace within one week of the request of the seller. The funds will be deposited back in your debit/credit card account. Amazon.co.uk will send you confirmation of the refund by email.
- Sellers are only required to refund standard postage charges corresponding to the least expensive delivery method offered by them.
- When the seller collects an item, the seller has the right to recover the standard costs of collection from you.
- If you use a personalized prepaid return label, the seller is entitled to deduct the return postage from your refund.
- If you refuse to return the item, sellers aren't required to refund or replace an order. This condition applies unless you've agreed differently with the seller.
- Sellers aren't required to refund the cost of gift-wrapping, or other services provided to you for your purchase.
- When there's an error from the seller or the product is defective, shipping charges must be refunded by the seller.
Sellers can't charge a restocking fee during the initial returns period, or if a product is returned because it's faulty.
When returning an item that was part of a larger order, only the per item delivery charge will be refunded. When returning an entire order, the seller will refund the applicable per item delivery charges and the per-delivery charge.
How to Manage your Return Requests
To view the status of a return request, visit Check the Status of Your Refund.
If you need to print a mailing label:
- Locate the item that you wish to manage.
- Select Print label & instructions or Email to a friend to print.
To cancel a return request:
- Locate the item that you wish to manage.
- Select View return/refund status.
- Select Cancel return
If you need to contact the Seller, visit Contact a Marketplace Seller.
To file an A-to-z Guarantee claim, visit Request an A-to-z Guarantee Refund.
How to Ensure a Safe Return
Packaging returns with care reduces the chances of damage in transit and assists with the processing of the return.
Items should be returned to the seller using a trackable return service. To ensure a trackable return, accept the delivery of an item you want to return and request a return.
- Certify that the selected return carrier insures your return for the value of the product. If your package is lost, an insured return will enable you to work with the carrier to receive a refund.
- Return packages that cannot be tracked may result in a refund denial by the seller, or under the A-to-z Guarantee.
How to View the Returns Policy of a Seller
The Marketplace seller returns policy must be equivalent to or better than the return policy offered by Amazon.co.uk.
To view the returns policy of a seller after you place your order:
- Go to Your Orders.
- Select Problem With Order.
- Select View Seller Profile in the relevant order.
- Select Returns and Refunds Policy at the bottom right of the page that pops up.
If your return experience doesn’t match the returns policy published by the seller, you can request an A-to-z Guarantee refund.
To view the returns policy of a seller before you place your order:
- On a product page, select the name of the seller of your choice.
- Select Returns and Refunds Policy at the bottom right of the page that pops up.
Your Legal Warranty
If a product is faulty or not as advertised, the seller must offer a free-of-charge repair, replacement, or refund. The time when these warranties are valid varies depending on the product and its value.
However, if more than six months have passed from delivery, you may need to prove that:
- The fault existed at the time of delivery of the product.
- The fault wasn’t caused by an accident, misuse, or liquid damage.
- Many sellers or manufacturers offer their own commercial warranty to repair the product purchased for a period of time. These warranties may be free or for optional purchase.
- The commercial guarantee can never replace the legal warranty described previously, which you always have from the seller.
