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User Agreement and Policies

A-to-z Guarantee for buyers

What is the Amazon A-to-z Guarantee?

We want you to buy with confidence anytime you purchase products on the Amazon.co.uk website or use Amazon Pay. That is why we guarantee purchases from third party sellers when payment is made via the Amazon.co.uk website or when you use Amazon Pay for qualified purchases on third party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.

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

Submit a Claim

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

You can file an Amazon A-to-z Guarantee claim if you purchased physical goods from a seller or merchant selling on the Amazon.co.uk website (including the Amazon.co.uk Marketplace platform) or when you have used Amazon Pay to purchase physical goods from a third party merchant. See "Exclusions from coverage" below for a list of items that are not covered by the A-to-z Guarantee.

One of the three conditions below must also apply:

  1. You made payment to the merchant through the Amazon.co.uk website or used Amazon Pay to purchase physical goods from a third party merchant but the merchant failed to deliver the item by 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner; or
  2. You received the item, but the item was defective, damaged, or materially different than as depicted in the merchant's description; or
  3. You have returned the item to the merchant per an agreement between the buyer and merchant and the merchant has not provided the agreed refund to the buyer after receiving the item.

You must first contact the merchant through Your Account before filing a claim. Please allow 2 business days to give your merchant a chance to address the issue. You can submit a Guarantee claim if the merchant does not respond or if the issue is not addressed to your satisfaction.

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

Purchase Method:

  • The item must be purchased from a third party merchant on Amazon.co.uk or from a merchant using Amazon Pay on a third party website
  • The buyer purchased physical goods from a seller or merchant selling on the Amazon.co.uk website (including the Amazon.co.uk Marketplace) or from a merchant using Amazon Pay on a third party website.

Timeframe for Claims:

  • For purchases using Amazon Pay on a third party website, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.
  • For orders made on Amazon.co.uk website, you must wait 3 calendar days past the maximum estimated delivery date for an order (as indicated in the order details in 'Your Account') or 30 days from the order date, whichever is sooner. You can submit a claim up to 90 days after the order date.
  • If you have received a materially different item, you must contact the merchant within fourteen (14) days of receipt to request return information.

Warranty Coverage:

  • If your item becomes defective more than 30 days past the shipment date and it is under warranty, you might want to consider contacting the manufacturer for repair or replacement.

Exclusions from coverage:

  • The following items are not covered by the Amazon A-to-z Guarantee: payments for services, payments for subscriptions, digital merchandise, cash equivalent instruments (including retail gift certificates) and Prohibited items.
  • If you paid by credit card, and the issuing bank has initiated a chargeback, you are not eligible for coverage under the Amazon A-to-z Guarantee.

How much coverage will I receive?

Buyers who pay for third party merchant purchases on Amazon.co.uk via the Amazon.co.uk website and buyers who use Amazon Pay for qualified purchases from a third party website are eligible to receive up to £2,000 of the purchase price, including delivery charges.

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.co.uk website and when using Amazon Pay on third party websites. If you have additional questions about the A-to-z Guarantee, please contact us.

How do I file a claim?

If you made the purchase through the Amazon.co.uk website, you can submit a claim by viewing the specific order details via Your Account on our website. Click "Your orders", and then click "Submit a claim" next to your order to file your claim.

You can submit a claim for the payments made on third party websites using Amazon Pay by viewing the specific transaction details via Your Account on the Amazon Pay website. From the transaction or order details, click "Problem with this transaction?" or "Problem with this order" to file your claim.

When do I use the "I returned my order" reason while filing an A-to-z Guarantee claim?

If a merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility, the merchant should be willing to offer a refund or exchange per the terms of the merchant's return policy. If the merchant does not accept the return of an item that is made in accordance with the merchant's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.

When submitting your claim, please provide further details about the desired resolution by choosing one of these options:

  • Received no refund: You returned the item, but did not receive a refund from the merchant.
  • Received no replacements: The merchant promised a replacement, but you did not receive a replacement.
  • Received insufficient credit: The merchant issued you a refund, but it's less than what you expected.
  • Ordered wrong items: You returned an item you ordered by mistake.

When do I use the "I did not receive my item or received them late" reason while filing an A-to-z Guarantee claim?

If the estimated delivery date noted on your order detail page has passed and you have still not received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received them late."

You can also choose the desired resolution:

  • Received item late and would like to return: The item arrived after the estimated delivery date, and you would like to return the item to the merchant rather than keep it.
  • Did not receive full order or part of the order: Some or all items in the order have not been delivered to you yet.
  • Received items late and would like to have a refund of delivery charges: The item arrived after the estimated delivery date, but you would keep it if the merchant were to issue you a refund of your delivery costs.

When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Guarantee claim?

If a merchant has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and the merchant should be willing to offer a refund or exchange per the terms of the merchant's returns policy. If the merchant does not accept the return of an item that is made in accordance with the merchant's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.

Items are considered "damaged/defective or incorrect" in these circumstances:

  • Wrong version or edition: You received the item ordered, but it's a different version or edition than what was displayed on product page.
  • Item condition or details not as described: You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page.
  • Item was completely different from what was ordered: merchant mistakenly sent completely incorrect item. (e.g., Audio CD instead of DVD)
  • Missing parts or components: The item is missing parts or components. (e.g., Camera kit was supposed to include a tripod, but it was not received.)
  • Item defective during first use: When you tried to first use the product, it did not work (e.g., HDTV did not turn on).
  • Item defective after first use: The product did not work or was broken on second or subsequent use.
  • Damaged item: The item delivered was visibly damaged (e.g. Plastic storage you ordered had chipped pieces).

When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.

Note: This does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.

What happens after submitting a claim?

For purchases through the Amazon.co.uk website, you can track the progress of your claim by viewing the order in Your Account.

For purchases from third party websites using Amazon Pay, you can track the progress of your claim by viewing the transaction in Your Account on the Amazon Pay website. From the transaction details, click "Problem with this transaction?" or "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 merchant to encourage him or her to work directly with you to resolve the problem.

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. Merchants 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 has been granted, please contact us to make arrangements for repayment.

I submitted an A-to-z Guarantee claim which was resolved in my favour, and later I received the lost or correct item. What do I do?

All payment for Amazon.co.uk orders must be made through the Amazon.co.uk website, the only accepted payment method for third party merchant transactions on Amazon.co.uk. If you receive the item after a claim is resolved, contact Customer Service to request that we recharge the credit card for the order.

For orders placed on third party merchants websites, please contact Amazon Pay Customer service.

The common reasons for a claim being denied

The common reasons for a claim being denied include:

  • The item received was the same as described by the merchant.
  • The item was received and the merchant provided verification of delivery.
  • The buyer failed to respond to a request for further information.
  • The claim was filed due to buyer remorse rather than an actual issue with the item.
  • The buyer filed a chargeback with their payment processor or bank.
  • The buyer was unwilling to return the item to the merchant.