Marketplace Returns and Refunds
Special conditions apply for the return of items bought on Amazon Marketplace. If you need to return an item you bought on Amazon Marketplace, you must return it directly to the seller.
Need to replace a damaged, defective, or broken item, or check the status of your refund? Go to
On this page:
Recognise a Marketplace item
Marketplace items are sold by sellers and can be dispatched from either a seller, or Amazon. You can find out who sells and dispatches the item under the Buy Now button on the product detail page.
This Help page explains the return and refund process for items sold and dispatched by a Marketplace seller. For more information about items sold by a Marketplace seller and dispatched by Amazon, go to Fulfilled by Amazon.
Request a return for a Marketplace item
Instead of refusing a Marketplace order delivery to return it to the seller, accept the delivery and return the order using the Online Returns Centre. Go to Return Items You Ordered for more information.
You can also request a return using the cancellation form (https://images-na.ssl-images-amazon.com/images/G/02/cs/documents/CancellationformMFN14_uk._V350984941_.pdf?ref_=pe_undef). If you use this form, you’ll still need to contact the seller for return shipping details.
If you want to request a return that’s not in line with our Returns Policies, contact the seller. The seller will reply within 48 hours.
Special return options apply to Heavy and Bulky items. Items that weigh 31.5 kg or more, or the longest side (when packed) exceeds 175 cm are considered Heavy and Bulky. For more information, go to Returning Heavy and Bulky Marketplace Items.
Return methods
Within 48 hours of requesting the return, the seller will provide you with one of the following options:
- A prepaid return label.
- A mailing label.
- An email with the return address of the seller and mailing instructions.
International returns policy
Our returns policy requires that international Marketplace sellers provide one of the following:
- A return address within the UK.
- A valid prepaid return label for a return address outside the UK.
- A full refund without requesting a return.
Sellers must refund return shipping costs when they fail to provide these options, regardless of the return reason.
Prepare your return
To print a mailing label:
- In Your Orders, locate the relevant item.
- Select Print label & instructions or Email to a friend to print.
To ensure a safe return process:
- Erase all information from items such as laptops, cameras, or other electronic devices.
- Carefully package the return.
- Use a trackable return service and keep the receipt. Packages shipped without tracking may be ineligible for refunds from the seller or under the A-to-z Guarantee.
- Check if the selected return carrier insures your return for the value of the product. Lost packages are eligible for carrier refunds when properly insured.
Manage your return
To check the status of your return request, return, or refund go to Check the Status of Your Refund.
To cancel a return request:
- In Your Orders, locate the relevant item.
- Select View Return/Refund Status.
- Select Cancel return.
Refund timeline
Once the seller receives your return, it may take some extra time to process your refund:
| Step | Timeline |
|---|---|
| Seller processes the return |
Within 2 days of receiving the item |
| Amazon issues a refund and sends an email confirmation |
Within 1 week of receiving the refund instruction from the seller |
| Bank processes the refund |
Up to 7 business days |
Refund amount
Depending on the reason and timeline of the refund request, the seller may deduct shipping costs:
| Reason | Shipping Costs | Return Shipping Costs |
|---|---|---|
| Item damaged, defective, or did not match the description provided by the seller. | Yes | Yes |
| Return of fashion item within 30 days of receipt. | Yes | Yes (if in line with return policies on Free Returns on Fashion Items) |
| Return between 0 and 14 days - Change of mind, unwanted, and return address in the UK. | Yes, the cheapest shipping method | No |
| Return between 0 and 14 days - Change of mind, unwanted, and return address outside the UK. | Yes, the cheapest shipping method | Yes (for international returns, the cost of return shipping is always the seller's responsibility) |
| Return after 14 days but within 30 days of receipt, and return address in the UK. | No | No |
| Return after 14 days but within 30 days of receipt, and return address outside the UK. | No | Yes (for international returns, the cost of return shipping is always the seller's responsibility) |
Other conditions apply to refund deductions:
- Sellers are only required to refund standard postage charges corresponding to the least expensive delivery method they offer.
- When the seller collects an item, the seller has the right to recover the standard costs of collection from you.
- If you use a personalised prepaid return label, the seller is entitled to deduct the return postage from your refund.
- If you refuse to return the item, sellers aren't required to refund or replace an order. This condition applies unless you've agreed differently with the seller.
- Sellers aren't required to refund the cost of gift-wrapping, or other services provided to you for your purchase.
Seller correspondence
If you need to contact the seller, sellers will respond by email within 48 hours.
You can check all correspondence with the seller in the Message Centre, under Buyer/Seller Messages.
The A-to-z Guarantee
The A-to-z Guarantee covers problems with returns. To check if you’re eligible to request an A-to-z Guarantee refund, go to What is the A-to-z Guarantee?
Seller return policies
All Marketplace sellers must offer returns policies that meet or exceed our Returns Policies.
To check a seller's return policy:
- Go to the product page.
- Select the seller's name to go to their storefront page.
- Check the Returns and Refunds section.
If a seller's policy isn't specified, the Refund timeline, Refund amount, and Your legal warranty sections on this Help page apply.
For returns of Handmade at Amazon products to sellers, the Amazon Returns Policies apply.
Your legal warranty
When a product is faulty or not as advertised, the seller must offer:
- A free-of-charge repair,
- replacement, or
- refund.
Warranty periods vary by product type and value. If more than six months have passed from delivery, you may need to prove that:
- The fault existed at the time of delivery.
- The fault wasn’t caused by an accident, misuse, or liquid damage.
Sellers and manufacturers may offer extra commercial warranties, either free or for purchase. Commercial warranties complement, but don't replace, your legal warranty rights.
