Returning Heavy and Bulky Marketplace Items

Items that weigh 31.5kg or more, or the longest side (when packed) exceeds 175cm are considered Heavy and Bulky, and their return requires an appointment for a home collection. If you purchased a Heavy & Bulky item from a Marketplace Seller and need to return, the item will be collected and must be returned directly to the Seller.

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 you want to return and select Return items.
  3. If a home collection is not immediately offered, allow 48 hours for the Seller arrange for a carrier to collect the item from the agreed address or to inform you if they need more time.

The Seller will share the carrier details, date and time of collection or more information related to your collection with you via the Buyer-Seller Messaging Service. You can also find the response in your Message Centre (under the "Buyer/Seller Messages" tab).

For a domestic return (your address is within the UK): The Seller will arrange for collection from your delivery address (or other location agreed to with you) that is due to happen within 15 calendar days from the day you first contacted the Seller, unless you have agreed with the Seller for a later pickup.

For an International return (your address is outside of the UK): the Seller will arrange for collection from your delivery address (or other location agreed to with you) that is due to happen within 22 calendar days from the day you first contacted the Seller, unless you have agreed with the Seller for a later pickup. We request your patience as the Seller will require time to arrange for cross-border transportation.

The refund amount you are entitled to is specified in our Marketplace Returns and Refunds policy.

Note:

  • An adult needs to be present for the collection.
  • If required or applicable, disassemble and securely pack the item (preferably in the original packaging) before handing it to the carrier.
  • The Seller or the carrier who will collect the item might provide you additional 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.
  • In case of damaged, defective, missing parts or accessories or if the item is not as described, you can request for a free replacement or full refund with a home collection.
  • The Seller can also request for images of the damaged/defective part. We recommend that you share these for an immediate response from the Seller.
  • Some Manufacturer offer replacement of missing or damaged parts, troubleshooting for technical issues, or you may be entitled to a repair. To contact the manufacturer for help, please visit After Sales Support and Contacting Manufacturers.
  • If you have agreed with the Seller for a full replacement, allow them 48 hours to make arrangements for the collection and to deliver a replacement.
  • If a Seller does not arrange for the item to be collected from your delivery address (or another address agreed with you) on three or more occasions; has agreed to give you a refund or replacement but you haven't received it; or the amount refunded was wrong, you can file a refund request under the Amazon A-to-z Guarantee.

For returns after the return window of 30 days:

We cannot guarantee a return pick-up if the request is made after the return window of 30 days. In this case, we request you to contact the 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. Please visit After Sales Support and Contacting Manufacturers for more details.