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Returns and Refunds  ›  Returns  › 


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.

To learn more about the return policy for items purchased from Amazon Global
Store, see our Returns Policy.


VIEWING A SELLER'S RETURN POLICY BEFORE YOU PLACE YOUR ORDER

The returns policy offered by Marketplace sellers must be equivalent to or
better than the returns policy offered by Amazon.co.uk. This doesn't apply to
the Amazon.co.uk extended Christmas returns policy, which not all Marketplace
sellers follow.

To learn more about a seller's returns policy, when you're on a page listing
different sellers who are offering a particular item for sale, you can select a
seller's name to open an At a Glance page about that seller. You can find
delivery and other information relating to that seller on this page. Towards the
bottom right, you'll see a heading Returns and Refunds Policy and a link to
learn more. If not specified in the seller’s Returns and Refunds policy, the
Refunds and Your Legal Warranty sections of this help page apply to your order
by default.

If your return experience doesn’t match the return policy published by the
seller, you can file an A-to-z Guarantee claim to open an investigation.


VIEWING A SELLER'S RETURN POLICY AFTER YOU PLACE YOUR ORDER

If you've already placed an order for an item sold and dispatched by a seller,
you can view the seller's return policy by visiting Your Orders and selecting
Return items. Then select Seller profile in the relevant order. This will take
you to an At a Glance page about that seller. From there, you can read more
about the seller's return policy by selecting the link below Returns and Refunds
Policy at the bottom right of the page. If not specified in the seller’s Returns
and Refunds policy, the Refunds and Your Legal Warranty sections of this help
page apply to your order by default.


INTERNATIONAL RETURN POLICY

If you order from a Marketplace seller who dispatches from a location outside
the UK, Amazon’s return policy requires that international Marketplace sellers
must 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 seller doesn't offer these methods to return your items, you may file an
A-to-z Guarantee claim to seek help with your return.


HOW TO RETURN ITEMS TO A SELLER

To initiate a return of an item purchased from a seller, go to Your Orders and
select Return items. Select the item you want to return and a reason for the
return.

For eligible orders, you will receive a prepaid return label when you arrange a
return via the Online Returns Centre. For non-eligible orders, you will have to
contact the seller to request a return label, and wait 48 hours for the seller
to respond. Please note that Fashion items are eligible for free returns. See
Free Returns on Fashion Items for more details.

The seller will review your request and, once they respond, you'll be notified
by email.

You'll receive a mailing label that you can be access and print from Your
Orders. Some sellers have special processes and might send you an email with
their return address and mailing instructions. You'll be able to view the
seller's responses to your request in the Returns Center.

You can also use 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 return details to send your product back.

If you return items on which you've saved personal information, such as laptops,
cameras, or other electronic devices, you must erase this information completely
before sending the product back to the seller.

If you're returning an item that is unwanted, damaged, or defective, or an item
that is not as described, to a seller's international return address, delivery
and handling charges for returning the item should be borne by the seller. If a
local return address can't be provided, the seller can provide a prepaid method
of return delivery or refund the return delivery costs to the original payment
method used to purchase the order.

To ensure the safe return of the merchandise, package your item with care. Items
valued over £50.00 should be returned to the seller using a trackable,
signed-for, delivery service. If the order is valued at £100.00 or more, we
recommend that you insure your return for the value of the product and use a
signature required delivery service.

Packaging returns with care reduces the chances of damage in transit and assists
with the processing of the return by the seller. Sending the return via a
trackable delivery method protects you if a seller doesn't receive an item. If a
parcel doesn't arrive, we can implement an A-to-z Guarantee claim. If you don't
use a trackable method to return your item and the seller doesn't provide a
refund, we may not be able to cover you under the A-to-z Guarantee.

Note: Refusing delivery of a parcel isn't always a trackable means of return.
The return may not be covered under a seller's return policy or the A-to-z
Guarantee. You should accept delivery of an item you want to return and request
a return as above.

Return of an item purchased with the Pickup in store option:

If an item that you purchased with the Pickup in store option is unwanted,
damaged, or defective, you can:

 * follow the return procedure described above and send the item back via a
   delivery service
 * follow the return procedure described above and drop off the item at the
   original pickup location




RETURN OF AN ITEM PURCHASED WITH THE PICKUP IN STORE OPTION

If an item that you purchased with the Pickup in store option is unwanted,
damaged, or defective, you can:

 * follow the return procedure described above and send the item back via a
   delivery service, or
 * follow the return procedure described above and drop off the item at the
   original pickup location.




HANDMADE AT AMAZON

For returns of Handmade at Amazon products to sellers, the Amazon Returns
Policies apply. For more details, including timeframes, please see About Our
Return Policies.

The following specific policies apply to handmade products made to your
specifications, or otherwise personalized for you by the seller based on
customization options, such as configurations, inscriptions, or designs
(engravings, stamps, monograms, embroidery, embossing, etching, or carving):

 * For any such personalized products, the seller isn't required to accept
   returns or to offer exchanges.
 * If such personalized products are delivered damaged, defective, or materially
   different to how they were described, for example, an error in the
   specification or personalization, such as a misspelling, you still have a
   right to return them by law, and under the Amazon Returns Policies.
 * If a seller doesn't provide a refund where required, you're protected under
   the Amazon A-to-z Guarantee.




YOUR LEGAL WARRANTY

If a product you’ve purchased on Amazon Marketplace is faulty or not as
advertised (i.e., nonconforming), the seller has to give you a free-of-charge
(including return costs) repair, replacement, or refund for a reasonable time
following the sale. That time varies depending on the product and its value.
However, if you make such a claim more than six months from delivery, you may
need to prove that the fault existed at the time of delivery of the product and
wasn’t caused by an accident, misuse, liquid damage, etc.

In addition, many Marketplace sellers or manufacturers of the products sold
offer their own commercial warranty that may promise to repair the product
purchased for a period of time. These may be free or for optional purchase.

Note: The commercial guarantee can never replace the legal warranty described
above, which you always have from the seller.


MANAGING YOUR RETURN REQUESTS

To manage your return requests, go to Your Orders. From here, you can:

 * View the status of a return request.
 * Print a mailing label.
 * View your emails with sellers.
 * Cancel a return request.
 * File an A-to-z Guarantee claim.



Note that the following items can't be returned through Your Orders:

 * Some jewelry orders
 * Some health and personal care items
 * Grocery products



To return an item that falls into one of the above categories, contact the
seller.


REFUNDS

When you're canceling your purchase within the first 14 days from the day of
receipt, or a third party indicated by you (other than the carrier), receives
the last goods ordered by you (if delivered separately), and there's been no
error on the seller's part, the seller will refund the cost of the item and the
cost of sending the item to you as follows:

 1. When you're returning an item that was part of a larger order, the seller
    will refund the per-item charge for delivery.
 2. When you're returning an entire order, the seller will refund the applicable
    per-item delivery charges and the per-delivery charge.
 3. Sellers are only required to refund standard postage charges corresponding
    to the least expensive type of delivery offered by them.
 4. When your seller collects an item from you, the seller has the right to
    recover the standard costs of collection from you.
 5. If you use a personalized prepaid return label, the seller is entitled to
    deduct the return postage from your overall refund.
 6. If you refuse to return the item, sellers aren't required to refund or
    replace an order. This applies unless you've agreed differently with the
    seller.



Note that, with respect to returns initiated during the first 14 days from the
day of delivery, sellers aren't required to refund the cost of gift-wrapping,
returning the item to the seller, and other services provided to you in
connection with your purchase, unless you return the item to the seller because
of an error on the seller's part, or because it's defective. For Fashion items,
see Free Returns On Fashion Items for more details.

Where you're canceling your purchase between 14 and 30 days after delivery and
there's been no error on the seller's part, the seller is only required to
refund the cost of the item. Note that sellers aren't required to refund the
cost of gift-wrapping, or other services provided to you in connection with your
purchase. If you use a personalized prepaid return label, the seller is entitled
to deduct the return postage from your overall refund. For Fashion items
specific policies apply, see Free Returns On Fashion Items for more details.

When you purchase an item from a seller, Amazon.co.uk Marketplace charges your
credit card and passes on payment, less a commission, to your seller. For you to
secure a refund equivalent to your initial purchase price and delivery costs,
your seller must request a refund via Amazon.co.uk Marketplace.

If a refund is necessary, such as when your seller is out of stock and can't
dispatch, or when you return an item, it's the seller's responsibility to
request that refund. We provide sellers with instructions on how to create
refunds.

Sellers may issue full or partial refunds for an order as described on this
page. Sellers can't charge a restocking fee during the initial returns period,
or if a product is returned because it's faulty. Refunds are typically processed
by Amazon.co.uk Marketplace within one week of the seller's request. The funds
will be deposited back in your debit/credit card account and Amazon.co.uk will
send you confirmation of the refund by email.

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RETURNS

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 * About Our Returns Policies
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 * Free Returns on Fashion Items
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 * DPD Collections
 * About Free Returns


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