A-to-z Claims Process Terms and Conditions

Last Updated 28 May, 2024

By making a claim for compensation for property damage or personal injury under the A-to-z Claims Process, you agree to the following Terms and Conditions. Please read them carefully.

1. As a convenience to you (our customers), Amazon offers a quick and efficient process for attempting to resolve requests for compensation for personal injury and property damage caused by defective products purchased through Amazon.co.uk (the A-to-z Claims Process or Process). The Process is not insurance or a warranty, and it does not replace any applicable insurance or warranty that may be available to you. The Process does not guarantee payment of any amount, and Amazon reserves the right to reject any request made through this process without it impacting your other rights. By offering this Process, we are not waiving any other rights or assuming any other obligations than those expressly stated in these terms.
2. The A-to-z Claims Process applies only to physical products you have purchased through Amazon.co.uk, regardless of who sells those products. It does not cover digital items, payments for services, stored value instruments, or products sold through other stores by parties who might otherwise be affiliated with Amazon.
3. Any offers of compensation made through the A-to-z Claims Process will be limited to
   1. the purchase price of the product; and
   2. compensation limits for medical expenses, lost wages, and property damage proximately caused by a defective product.
   Amazon will not offer to compensate you for non-economic damages, business losses, consequential and incidental damages, attorney fees, punitive damages, or other losses.
4. You are not obligated to make claims through the A-to-z Claims Process. If you choose to make a claim through the A-to-z Claims Process, you must do so within 90 days after the incident giving rise to your claim occurs or within 1 year from the date of purchase, whichever occurs first. If you choose not to make a claim or miss this deadline, neither you nor Amazon waives any rights or defenses relating to any claims you might have.
5. If you do make a claim through the A-to-z Claims Process, you agree you will not file a claim in an alternative forum (like in court) until we have a chance to notify you of a decision on your claim. Claims made under the A-to-z Claims Process are usually resolved within 90 days.
6. In order to file a complete claim, you will provide enough information to allow us to investigate your claim. If you are filing a claim for personal injury or property damage, you will need to provide evidence of your loss, like insurance records, photographs, repair bills, wage records, or medical bills. We may ask you for more information in order to complete your claim. By making a claim, you authorize us or our agents to contact any third parties who may have knowledge of your claim to inquire about your claim, including your medical providers, your insurers, or any witnesses to the event. You also authorize us to share information about your claim with parties necessary to investigate your claim, including the seller, their insurer, and our insurer. Amazon may require your signature on any document necessary to document such authorization. For more information about how Amazon handles your personal information, please see our Privacy Notice.
7. Amazon and its agents reserve the right to determine the amount, if any, to offer you to attempt resolve a claim made through the A-to-z Claims Process. We will act in good faith to offer you fair compensation. We may involve the seller in our determination and we may use independent sources like insurance industry schedules. We may reject claims that we believe are unsubstantiated, frivolous, or abusive. We may reject claims if you do not respond to our requests for information or if the information you provide is inaccurate. We may reject claims if there is not sufficient evidence that the product was defective or if the defect did not cause the damage claimed by the customer. We may reject claims that we believe would be better suited to resolution in court. If we reject a claim for any reason, neither you nor Amazon waives any rights or defenses relating to any claims you might have.
8. You are under no obligation to accept our offer to resolve your claim, but if you do accept it you agree that the claim is settled and finally resolved as to Amazon and the seller who sold you the product. To the extent allowable by law, you will also assign your claim and related rights to us so that we can pursue recovery from other sources in our discretion. You may be required to sign a release and assignment form.
9. If you have already received compensation from another source such as the seller or manufacturer, you will not be eligible for recovery through the A-to-z Claims Process.
10. Any claims you make through the A-to-z Claims Process will be subject to the Amazon Conditions of Use, including its choice of law and dispute resolution provisions. In the event of a conflict between the Amazon Conditions of Use and these Terms and Conditions, the Terms and Conditions will govern.