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A-to-z Claim Conditions

When you buy from Marketplace sellers on, the condition of the item, its timely delivery and certain additional refund conditions are guaranteed under the A-to-z Guarantee.

You can file a claim when all of the following applies:

  1. You have contacted the seller through Your Account.
  2. You have waited two business days for a response.
  3. Your request meets one of our A-to-z Guarantee conditions below.
  • The seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
  • The item you received was damaged, defective, materially different, or you changed your mind and you returned it in line with Amazon's return policy but you have not been refunded or the refunded was in the wrong amount. You must (1) contact the seller within 30 days from receipt of the item (or by the end of any extended return period, e.g. extended holiday return policy, if later) and (2) postmark the return within 14 days from arranging the return with the seller. The refund amount you are entitled to is included below.

    What is refunded?
    Return reason Product cost Original shipping cost Return shipping cost
    Item was damaged, defective, or materially different Y Y Y
    Any other reason (restocking fees may be deducted from the total refund) Y Y N
  • The seller agreed to issue a refund or replace the item and you have not been refunded, the refund was in the wrong amount or the replacement wasn't sent.
  • You were not satisfied with the quality of the eligible services performed by the third-party seller.
  • You want to return an item internationally and the seller does not (1) provide a return address within the US, (2) provide a pre-paid return label, or (3) offer a full refund without requesting the item be returned.
  • You have been charged extra (for example, by customs authorities for a shipment to US) in addition to the purchase and dispatch price you have paid, and the seller did not cover those costs.
  • You have waited no longer than 90 days from the Estimated Delivery Date to file your claim.

To file a claim, go to File an A-to-z Guarantee Claim.

Note: If you refuse the package and the return does not have tracking information, your claim may not be covered.

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