Returning Heavy or Bulky Marketplace Items

Learn about returning heavy or bulky items purchased from a marketplace seller.

Items over 23 kg or with any side longer than 175 cm are considered heavy or bulky. Their return requires an appointment for a home collection.

If you purchased a Heavy or Bulky item from a Marketplace Seller and need to return it, contact the seller. The item must be returned directly to the Seller. If Amazon shipped your item, follow: Organize a Return Collection of a Heavy, Bulky or Multibox Order.

To request a return of your item within 30 days of the delivery date of the item:

  1. Go to Your Orders.

  2. Locate the item that you want to return and select Return items.

  3. If a home collection isn't immediately offered, allow 48 hours for the Seller to arrange a carrier. They'll collect the item from the agreed address or inform you, in case they need more time.

The Seller will share carrier details, collection date and time, or additional information via the Buyer-Seller Messaging Service. You can also find the response in your Message Center (under the "Buyer/Seller Messages" tab).

For a domestic return (within the same country as the Amazon store you purchased from): The seller will arrange collection from your delivery address or another agreed location. Collection is due within 15 calendar days from the day you first contacted the seller. If needed, you can agree with the seller on a later pickup.

For an International return (outside the country of the Amazon store you purchased from): The seller will arrange collection from your delivery address or another agreed location. Collection is due within 22 calendar days from the day you first contacted the seller. If needed, you can agree with the seller on a later pickup. The Seller may need more time to arrange cross-border transportation.

You can find the refund amount you're entitled to in our Marketplace Returns and Refunds policy.

Note:
  • An adult needs to be present for the collection.
  • If applicable, disassemble and securely pack the item (preferably in the original packaging) before handing it to the carrier.
  • The Seller or the carrier may provide more instructions on how to prepare it for a safe return.
  • The driver may ask you to sign as confirmation that the package has been collected.
  • If your item is damaged, defective, not as described, or has missing parts, you can request a free replacement or full refund. A home collection will be arranged.
  • The Seller can also request for images of the damaged/defective part. We recommend that you share them for an immediate response from the Seller.
  • Some manufacturers offer replacement of missing or damaged parts, or troubleshooting for technical issues. You may also be entitled to a repair. To contact the manufacturer for help, visit After Sales Support and Contacting Manufacturers.
  • If you've agreed with the seller on a full replacement, allow 48 hours for collection and delivery arrangements.
  • You can file a refund request under the Amazon A-to-z Guarantee if:
    • The seller doesn't arrange a collection from your address on three or more occasions.
    • The seller agreed to a refund or replacement, but you haven't received it.
    • The refunded amount was wrong.

For returns after the return window of 30 days:

If the request is made after the return window of 30 days, we can't guarantee a return pickup. In this case, we request you to Contact a Marketplace Seller and mutually agree on the best possible solution.

If your item becomes defective after 30 days, you may want to contact the manufacturer for help. Visit After Sales Support and Contacting Manufacturers for more details.