What is the A-to-z Guarantee?

If a dispute arises between you and a Marketplace Seller, and you can't reach an agreement with them, the A-to-z Guarantee is available to you. It covers the timely delivery and condition of your items, and problems with returns. If you encounter a problem, you can report it to us. Our team will decide if you're eligible for a refund.

If you're eligible to request a refund under the A-to-z Guarantee, locate your order in the list and select Request refund. Go to

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Check your eligibility to request an A-to-z Guarantee Refund

You can request a refund under the A-to-z Guarantee if the following conditions apply:

  • You ordered from a Marketplace Seller
  • AND the last possible delivery date of your order is 90 days or less
  • AND at least one of the conditions listed below apply:

Eligible conditions

  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 already contacted the Marketplace Seller more than 48 hours ago but they did not respond or resolve the issue to your satisfaction.

  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 authorised your return request or did not resolve the issue to your satisfaction.

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

    A return address in the UK.

    A valid prepaid return label for an International return (if the return address isn't in the UK).

    A full refund of the item without requesting the return of the item.

    If the return request was authorized with an international return address, you must allow the seller 48 hours from the date of return request to provide one of these methods before you can request a refund under the A-to-z Guarantee.

  4. You wanted to return an item but the return request was either (a) closed/not authorised by the seller, without a refund or (b) the return request was authorised 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.

    For more details regarding the refund amount you are entitled to receive from a Marketplace Seller visit Marketplace Returns and Refunds.

    You can request a refund if the following conditions apply:

    - Seven days have passed since the return was delivered to the seller.

    - The item was returned using the prepaid return label provided by the seller in the return request, but the return got lost in transit, was undeliverable, or is being returned to you.

  6. The seller agreed to give you a refund or replacement but you haven't received it either. They issued you only a partial refund.
  7. You wanted to return a Heavy and Bulky item weighing 31.5kg or more, or the longest side (when packed) exceeds 175cm but the seller did not arrange for collection from your delivery address (or other location agreed to with you). Please visit Returning Heavy and Bulky Marketplace Items for more details.

  8. You were charged additional costs (e.g. by customs authorities for a shipment to EU) in addition to the purchase price and delivery, and the seller hasn't refunded these costs.

Visit Processing Time of an A-to-z Guarantee Refund to see how long it usually takes to investigate and process requests.

For claims covering property damage or personal injury, go to A-to-z Guarantee claims for Property Damage and Personal Injury.

If your problem isn't covered here, let us know. Please note that we can't guarantee a refund until we've finished investigating the problem.

Notes related to the A-to-z Guarantee

  • If you refuse delivery of the order and the return has no tracking information, we may deny your refund request.
  • If you revoke a direct debit payment for the item at your bank or credit card company, you can't request an A-to-z Guarantee Refund.
  • This guarantee doesn't cover digital items, services, or stored value instruments.
  • If you file a chargeback with your payment provider or bank, you can't request an A-to-z Guarantee Refund.
  • This guarantee doesn't cover digital items, services, insurance or warranty policies purchased through Amazon, or stored value instruments.
  • The A-to-z Guarantee only applies when you buy items sold and fulfilled by a third-party seller.
  • For items sold by Amazon Global Store or Marketplace items delivered using Prime, please Contact Us. For items bought on third-party sites using Amazon Pay, go to the Amazon Pay help page.
  • While Amazon helps facilitate transactions that are carried out on the Amazon Marketplace, Amazon is neither the buyer nor the seller of the seller's items. The contract formed at the completion of a sale for these third-party products is only between buyer and seller. Amazon is not a party to this contract. Whether the seller of your product is a business seller or an individual seller, the Amazon A-to-z Guarantee and our 30-day voluntary returns guarantee will apply.
  • The A-to-z Guarantee is provided by Amazon EU S.à r.l., 38 avenue John F. Kennedy, L-1855 Luxembourg, registered in Luxembourg no. B-101818, Business License Number 134248.

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