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This article applies to selling in: United Kingdom

FBA customer returns policy

With FBA, Amazon provides fulfilment and customer service for your orders, including processing customer returns. We use Amazon's customer returns policies to determine if a purchased FBA item is eligible for return.

Refunds

A refund is a customer credit for all or part of the cost of a purchased item. In some cases, we issue customers a "returnless refund". In other words, they are not required to send the item back to the fulfilment centre. This means they are not required to return the item. Some items that are not eligible for return may be eligible for a refund. Some items that are not eligible for return may be eligible for a refund.

Returns

A return is an item a customer sends back to a fulfilment centre. We evaluate the condition of each returned item. If we determine that the item is sellable, we return it to your inventory. If we determine that it is unsellable (defective or damaged, for example), we assess who caused the damage (Amazon or the customer). Then we decide if you are eligible for a reimbursement.

A returned item is classified as unsellable for the following reasons:

  • It is not in the same condition as previously listed.
  • It is defective, damaged, opened, lacking required labeling, prohibited, or otherwise unsuitable.
  • This includes items that may pose a health or safety risk to our associates, or to the next customer who buys it. This may include, but is not restricted to, consumables, personal care products and products with expiration dates.

If a returned product has non-volatile internal memory (for example, a digital camera) and there is evidence of use, we mark it as unfulfillable. If such items are returned, you must clear the memory of the device.

For returned items that you ask us to send to you, you can use the LPN label on a returned item to find information using the FBA customer returns report. If you use the manufacturer barcode to track your inventory, this information may not be available.

For items in your inventory categorized as Defective or Customer Damaged, you must submit a removal order within 30 days after the returned item arrives at the fulfillment center. You can also request that we return or dispose of this unsellable inventory automatically. For more information, see Remove inventory (overview).

Returns timeframe

In most cases, customers can request to return an item within 30 days of receiving it. Amazon may make case-by-case exceptions and accept return requests beyond 30 days of receipt.

In most cases, if an item does not arrive at a fulfillment center within 45 days of the return request, we will charge the customer and credit your account for the item.

Extended returns timeframe

Amazon's returns policy allows customers to return eligible FBA Baby items in new, unopened condition without charge if they return the items within 90 days of receiving them. Amazon pays for the return delivery at no cost to you. This policy does not apply to Multi-channel fulfilment (MCF) orders.

For more information, see the Extended christmas returns policy.

Reimbursements

When Amazon refunds a customer for your FBA order, we debit your seller account for all or part of the value of the refund. In some cases, for example, when an item is lost or damaged when under Amazon’s control, you may be eligible for a reimbursement for refunds on your FBA orders.

When can you expect a reimbursement for a refund on an FBA order

If a customer is refunded for your item, but the item is not returned to an Amazon fulfilment centre within 45 days of the refund, in most cases, we will charge the customer and reimburse you.

If a customer does return your item to an Amazon fulfilment centre within 45 days of the refund, we will determine the condition of the returned item.

If a returned item is in a sellable condition, we will return the item to your inventory and not reimburse you. If a returned item is an unsellable condition, we will determine who is responsible for the condition. When we do accept responsibility for an unsellable return, we will reimburse you and will not add the item back to your inventory.

Amazon does not accept responsibility nor reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, or other similar reasons. We add these items to your unfulfillable inventory when they are returned.

Important: Amazon does not reimburse for refunded items that cannot be returned by customers per our returns policy, unless it is for a reason for which we take responsibility.
Important: Amazon will not reimburse you for any refund that you issue directly to a customer.
Note: In cases where there is an exception to Amazon's General Returns Policy, you are still required to reimburse us for any refund, adjustment or replacement made to the customer unless the reason for the return is one for which Amazon takes responsibility.

Disposal of returned units

Some units that are returned to the fulfilment centre will be disposed of immediately. This is done for the protection of the customers, the fulfilment centre associates, carriers and the seller. Disposal is necessary for one of the following reasons:

  • The item is a safety hazard
  • The item is a health hazard
  • The item is a liability risk

The following are examples of returned units that will be disposed of immediately:

  • Dangerous goods (hazmat): Units containing hazardous chemicals or flammable substances, such as razors with alcohol in them, power tools with gasoline in them, batteries, perfumes, and so on. We will drain the chemicals/alcohol and dispose of these items.
  • Broken glass products
  • Opened Personal Care and Sexual Wellness items. We will only process a return for unopened, new units.
  • Consumables such as food, mints and vitamins, for example.
  • Items with expiration dates or lot numbers.
  • Bedding
  • Baby Items such as soothers, bottles and baby monitors, for example.
Note: Amazon reserves the right to refuse or dispose of any inventory that may be deemed unsuitable. We will reimburse you the Replacement Value of any returned units that are disposed of if the reason for the return was one for which Amazon takes responsibility. You will not be reimbursed for any other returned units that are disposed of. For more information, see FBA Product Restrictions.

Reimbursement value

A reimbursement is a credit we issue to you for all or part of the value of a refund. If an item is refunded on your FBA order, we will reimburse you the proceeds from the sale of the item net of the applicable FBA fees and local standard VAT rate. If you are enrolled into our VAT Calculation Service we will take your Product Tax Code (PTC) into considerations when calculating the applicable tax rate.

Selling on Amazon and FBA fees

FBA credits your account for all or part of the Selling on Amazon referral fee and, where applicable, the variable closing fee for a returned item. We do not reimburse you for applicable FBA fees. For more information, see Selling on Amazon Fee Schedule.

Restocking fee

In some cases, (for example, when a returned item has been opened) we may charge the customer a restocking fee. If so, your account is credited in the amount of the restocking fee. However, you do not receive a restocking fee credit if we take responsibility for the condition of the returned item and have issued you a reimbursement.

Returns processing fee

For items in categories where customers receive free returns, a returns processing fee will apply. For more information, see Returns processing fee.

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