A-to-z Guarantee

The A-to-z Guarantee protects you when you buy any item in Amazon's store, including items sold by Amazon and items sold by Third-Party Sellers. It covers both the timely delivery and condition of your items. You can make a claim directly to Amazon, and our team will check if you're eligible for a refund.

Contents

Check your Eligibility to Request an A-to-z Guarantee Refund

If the following conditions apply, you can request a refund under the A-to-z Guarantee:

  • You ordered from a Third-Party Seller
  • AND the last possible delivery date of your order is 90 days or less
  • AND at least one of the conditions listed in the next section applies.

Note: For items sold by Amazon, contact Customer Service directly. This A-to-z Guarantee process applies specifically to third-party seller transactions.

A-to-z Guarantee Eligibility for Delivery and Item Condition Issues

1. You haven't received your package.

  • Three days have passed since the latest estimated delivery date
  • OR the tracking shows a delivery confirmation (whichever is sooner)
  • AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.

2. The item you received is damaged, defective, or not as described.

  • AND you have requested a return more than 48 hours ago and the seller hasn't authorized your return request.

3. You wanted to return an item bought from an international seller but the seller didn't provide one of the following:

  • A return address within the United States.
  • A prepaid return label.
  • A full refund of the item without return.

Note: For authorized returns with an international return address, allow the seller two days before requesting an A-to-z Guarantee.
4. You wanted to return an item but the return request was closed / not authorized by the seller.

  • OR the return was authorized but a prepaid return label with invalid tracking ID was provided.

5. You returned an item in line with Our Return Policies, but you haven't received the expected refund.

  • Seven days have passed since the return was delivered to the seller OR
  • The return with label provided by seller was lost, is undeliverable, or is being returned to you.

6. You were charged extra (for example, by Customs authorities for a shipment sent internationally) and the seller didn't cover those costs.

A-to-z Guarantee Refund Amounts for Delivery and Item Condition Issues

The refund amount you're entitled to receive from a seller is listed in the following table if you:

  • Request a return within 30 days of the delivery date of the item.
  • Request a return before the end of the extended return period for orders placed during the Christmas period.
  • Return the item within 14 days after you've initiated the return through the Online Returns center.

Reason for return Product cost Original shipping cost Return shipping cost
Item is damaged, defective, or materially different from what you ordered Yes Yes Yes
Any other reason (restocking fees may be deducted from the total refund) Yes No No
Any other reason (if Clothing, Shoes, Jewelry, and Watches) Yes Yes

Yes (if in line with return policies on Free Returns on Fashion Items)

Note:
  • If you request a refund or chargeback from your payment provider, you’re not eligible for a refund through A-to-z Guarantee.
  • The A-to-z Guarantee doesn’t cover digital items, services, stored value instruments, Spot Buys or automobiles.
  • The A-to-z Guarantee protects all purchases in Amazon’s store. This specific claim process applies to items sold and fulfilled by a Third-Party Seller. For items sold by Amazon Global Store and for items delivered using Prime contact us. For items bought on third-party sites using Amazon Pay, go to Amazon Pay help.
  • For claims covering property damage or personal injury, go to A-to-z Guarantee claims for Property Damage and Personal Injury.