What is the A-to-z Guarantee?

All products sold and fulfilled by third-party (marketplace) sellers are protected by Amazon’s A-to-Z Guarantee. Read on to understand more on the claim process, eligibility and restrictions.

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

Your Orders

On this page:

A-to-z Guarantee refund eligibility

You can request a refund under the A-to-z Guarantee when:

  • A Marketplace Seller sold and dispatched the item you ordered, and;
  • The last delivery date of your order is 90 days or less, and;
  • At least one of the conditions listed in the following table apply:
Condition Requirements

You haven't received your package.

The item you received is damaged, defective, or not as described.
  • You requested a return, and;
  • The seller hasn't authorised your return request within 48 hours, or;
  • The seller didn’t resolve the issue to your satisfaction.

The seller didn't provide appropriate return options.
  • You requested a return, and;
  • The seller didn't reply within 48 hours to provide either:
    • A return address in the UK, or;
    • A valid prepaid return label for an international return, or;
    • A full refund of the item without requesting the return of the item.

Your return request was either closed, or not authorised by the seller.
  • You requested a return in line with our returns policies, and;
  • Your return request was closed or not authorised by the seller, without them issuing a refund, or;
  • The return was authorised but the seller provided a prepaid return label with invalid tracking ID.

You haven't received the expected refund amount.
  • You requested a return in line with our returns policies, and;
  • Seven days have passed since the return was delivered to the seller, or;
  • You used the prepaid return label provided by the seller. The return was lost in transit, undeliverable, or is being returned to you.

To learn more about the refund amount you're entitled to, go to Marketplace Returns and Refunds.

The seller agreed to provide you with either a full refund or a replacement.
  • You haven’t received the replacement, or;
  • You received only a partial refund.

The seller didn’t arrange a collection for a Heavy and Bulky item.
  • The item you want to return weighs 31.5 kg or more, or;
  • The longest side (when packed) exceeds 175 cm.

You were charged extra costs.
  • The seller didn't refund the additional costs, such as Customs fee.

A-to-z Guarantee process

When you’re eligible, you can request an A-to-z Guarantee refund. We can't guarantee a refund until we've finished investigating the problem. For more information about processing timelines, go to Processing Time of an A-to-z Guarantee Refund. If your problem isn't covered here, contact us.

A-to-z Guarantee Exclusions and Limitations

The A-to-z Guarantee doesn't cover:

  • Refused deliveries: Refunds may be denied if you refuse delivery and the return lacks tracking information.
  • Revoked payments or chargebacks: If you revoke a direct debit payment or you file a chargeback, you can't request an A-to-z Guarantee Refund.
  • Digital items and services.
  • Insurance or warranty policies purchased through Amazon.
  • Stored value instruments.
  • Amazon Global Store purchases or Prime-delivered Marketplace items: Contact us for assistance.
  • Third-party site purchases using Amazon Pay: For more information, go to the Amazon Pay Help page.
  • Property damage or personal injury: For more information, go to A-to-z Guarantee claims for Property Damage and Personal Injury.

Important information about Amazon Marketplace purchases

When you buy from a third-party seller on Amazon Marketplace:

  • Amazon only facilitates the transaction but isn't the actual buyer or seller.
  • The sales contract is exclusively between you (the buyer) and the third-party seller.
  • Amazon isn't a party to this contract.

However, you're protected by:

These protections apply to all purchases, regardless of whether you buy from a business or an individual seller.

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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