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Effective URL: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010
Submission: On March 19 via manual from GB — Scanned from GB
Effective URL: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010
Submission: On March 19 via manual from GB — Scanned from GB
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<p>We use cookies and similar tools that are necessary to enable you to make purchases, to enhance your shopping experiences and to provide our services, as detailed in our
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Text Content
SELECT YOUR COOKIE PREFERENCES We use cookies and similar tools that are necessary to enable you to make purchases, to enhance your shopping experiences and to provide our services, as detailed in our Cookie Notice. We also use these cookies to understand how customers use our services (for example, by measuring site visits) so we can make improvements. If you agree, we’ll also use cookies to complement your shopping experience across the Amazon stores as described in our Cookie Notice. This includes using first- and third-party cookies, which store or access standard device information such as a unique identifier. Third parties use cookies for their purposes of displaying and measuring personalised ads, generating audience insights, and developing and improving products. Click ‘Customise Cookies’ to decline these cookies, make more detailed choices, or learn more. You can change your choices at any time by visiting Cookie Preferences, as described in the Cookie Notice. To learn more about how and for what purposes Amazon uses personal information (such as Amazon Store order history), please visit our Privacy Notice. Sorry, there was a problem saving your cookie preferences. Try again. Accept CookiesCustomise Cookies Skip to main content .co.uk Hello Select your address All Select the department you want to search in All Departments Alexa Skills Amazon Devices Amazon Fresh Amazon Global Store Amazon Warehouse Apps & Games Audible Audiobooks Baby Beauty Books Car & Motorbike CDs & Vinyl Classical Music Clothing Computers & Accessories Digital Music DIY & Tools DVD & Blu-ray Electronics & Photo Fashion Garden & Outdoors Gift Cards Grocery Handmade Health & Personal Care Home & Business Services Home & Kitchen Industrial & Scientific Jewellery Kindle Store Large Appliances Lighting Luggage Morrisons Musical Instruments & DJ Equipment PC & Video Games Pet Supplies Premium Beauty Prime Video Shoes & Bags Software Sports & Outdoors Stationery & Office Supplies Subscribe & Save Toys & Games Watches Hello, Sign in Account & Lists Returns & Orders 0 Basket Sign in New customer? Start here. Your Lists Find a Gift Create a List Save Items from the Web Wedding List Baby Wishlist Discover Your Style Explore Showroom Your Account Your Account Your Orders Your Lists Your Recommendations Your Subscribe & Save Items Your Gift Card Balance Your Pets Memberships & Subscriptions Your Prime Membership Register for a Business Account Manage Your Content and Devices Your Kindle Unlimited Your Music Subscriptions Your Music Your Amazon Drive Your Prime Video Your Watchlist Your Video Purchases & Rentals Your Games and Software Library Your Apps & Devices All Best Sellers Customer Service Gift Ideas Prime Video New Releases Music Today's Deals Prime Books PC & Video Games Vouchers PC Fashion Gift Cards & Top Up Home & Garden Electronics Toys & Games Beauty Sports & Outdoors Health & Personal Care Pet Supplies Car & Motorbike Baby Kindle Books Shopper Toolkit Wish Lists Subscribe & Save Free Delivery Sell on Amazon Disability Customer Support Amazon.co.uk Today's Deals Warehouse Deals Outlet Subscribe & Save Vouchers Amazon Family Amazon Prime Prime Video Prime Student Mobile Apps Amazon Pickup Locations Amazon Assistant Help and customer service Find more solutions 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. 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. Was this information helpful? Yes No Thank you for your feedback. Please select what best describes the information: This information is confusing or wrong This isn't the information I was looking for I don't like this policy Submit Thanks. While we're unable to respond directly to your feedback, we'll use this information to improve our online Help. ‹ All help topics RETURNS * Return Items You Ordered * About Our Returns Policies * Organise a Return Collection * Return a Gift * Return a Gift Using a Gift Receipt * Send a Gift Receipt * Marketplace Returns and Refunds * Free Returns on Fashion Items * Returning Items That Contain Hazardous Materials * Home Collections * Return an Item at a Hermes Drop Off Location * Return an Item at an Amazon Hub Counter * ArrowXL Pickups * DPD Collections * Spilled or Damaged Amazon Fresh Items * About Free Returns QUICK SOLUTIONS Your orders Track and return orders Your orders Track and return orders Returns and refunds Return or exchange items Returns and refunds Return or exchange items Carrier info Delivery carrier information Carrier info Delivery carrier information Manage Prime Cancel or view benefits Manage Prime Cancel or view benefits Payment settings Add or edit payment methods Payment settings Add or edit payment methods Account settings Change email or password Account settings Change email or password Back to top Get to Know Us * Careers * About Us * UK Modern Slavery Statement * Sustainability * Amazon Science Make Money with Us * Sell on Amazon * Sell on Amazon Business * Sell on Amazon Handmade * Sell on Amazon Launchpad * Associates Programme * Fulfilment by Amazon * Seller Fulfilled Prime * Advertise Your Products * Independently Publish with Us * Amazon Pay * Host an Amazon Hub * ›See More Make Money with Us Amazon Payment Methods * Amazon Platinum Mastercard * Amazon Classic Mastercard * Amazon Money Store * Gift Cards * Amazon Currency Converter * Payment Methods Help * Shop with Points * Top Up Your Account * Top Up Your Account in Store Let Us Help You * COVID-19 and Amazon * Track Packages or View Orders * Delivery Rates & Policies * Amazon Prime * Returns & Replacements * Recycling * Manage Your Content and Devices * Amazon Mobile App * Amazon Assistant * Customer Service * Australia * Brazil * Canada * China * France * Germany * India * Italy * Japan * Mexico * Netherlands * Poland * Singapore * Spain * Turkey * United Arab Emirates * United States Amazon Music Stream millions of songs AbeBooks Books, art & collectables ACX Audiobook Publishing Made Easy Amazon Web Services Scalable Cloud Computing Services Audible Download Audiobooks Book Depository Books With Free Delivery Worldwide DPReview Digital Photography Goodreads Book reviews & recommendations Amazon Home Services Experienced pros Happiness Guarantee IMDb Movies, TV & Celebrities Kindle Direct Publishing Indie Digital & Print Publishing Made Easy Shopbop Designer Fashion Brands Amazon Warehouse Deep Discounts Open-Box Products Amazon Business Service for business customers Whole Foods Market We Believe in Real Food * Conditions of Use & Sale * Privacy Notice * Cookies Notice * Interest-Based Ads Notice © 1996-2022, Amazon.com, Inc. or its affiliates