We want you to buy with confidence anytime you make a purchase on the Amazon.com website or use Amazon Payments; that's why we guarantee purchases from third-party sellers when payment is made via the Amazon.com website or when you use Amazon Payments for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee. The Amazon A-to-z Guarantee will also reimburse you if you do not receive an agreed upon refund from a third-party seller or if a third-party seller charged an amount greater than the amount you authorized for your purchase.
The following policy applies to the purchases made on third-party sites using Amazon Payments. For details on A-to-z Guarantee protection for purchases made on the Amazon.com website, please click here.
The following items and situations are not covered by the Amazon A-to-z Guarantee:
Note: You are limited to a lifetime maximum of fifty claims for purchases from sellers on the Amazon.com website and third-party sites using Amazon Payments. Withdrawn claims do not count towards this maximum. You are eligible to receive up to $2,500 of the purchase price, including shipping charges.
You can file an A-to-z Guarantee claim after you've contacted the third-party seller and have provided the third-party seller one calendar day to address the issue.
To contact a third-party seller:
You can file a claim if you have placed an order on a third-party website and, after providing the third-party seller one day to address the issue, one of the following conditions applies:
Note: You should provide the third-party seller 14 days to issue a refund from their receipt of the returned item. If you refuse a delivery or the return doesn't have tracking information, your claim may not be covered by the A-to-z Guarantee.
Please also note the following claim timeframes:
File an A-to-z Guarantee Claim
To file an A-to-z Guarantee Claim:
About Claim Reasons
When filing an A-to-z Guarantee claim, select a reason for the claim.
Permissible reasons for filing an A-to-z Guarantee claim are described in the table below.
Options Under This Reason
I returned my order.
When submitting your claim, please provide further details by choosing one of these options: Received no refund
You returned the item, but did not receive a refund from the third-party seller.
Received no replacements
The third-party seller promised a replacement, but you did not receive a replacement.
Received insufficient credit
The third-party seller issued you a refund, but it's less than what you expected.
Ordered wrong items
You returned an item you ordered by mistake.
I didn't receive my item or received them late.
When submitting your claim, please provide further details by choosing one of these options: Received item late and would like to return the item
The item arrived after the estimated delivery date, and you would like to return the item to the third-party seller rather than keep it.
Did not receive full order or part of the order
Some or all items in the order have not been delivered to you yet.
Received item late and would like to receive shipping credit
The item arrived beyond the estimated delivery date, but you would keep it if the third-party seller were to issue you a refund for your shipping costs.
My order contained damaged, defective, or incorrect items.
Note: This doesn't extend to cases where you're simply disappointed with an item.
Items are considered "damaged/defective or incorrect" in these circumstances: Wrong version or edition
You received the item ordered, but it's a different version or edition than what was displayed on the product page.
Item condition or details not as described
You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page.
Item was completely different from what was ordered
Third-party seller mistakenly sent an incorrect item. (e.g., Audio CD instead of DVD)
Missing parts or components
The item is missing parts or components. (e.g., Camera kit was supposed to include a tripod, but it was not received.)
Item defective during first use
When you tried to first use the item, it did not work (e.g., HDTV did not turn on).
Item defective after first use
The item did not work or was broken on second or subsequent use.
The item delivered was visibly damaged (e.g. Plastic storage you ordered had chipped pieces).
When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.
I was charged more than I expected
View Claim Status
To view the status of your claim:
Withdraw a Claim
If you reached a resolution with the seller, you can withdraw your claim. To do so, simply reply to our initial claim confirmation e-mail.
About Denied Claims
Claims can be denied for a variety of reasons. The common reasons for a claim being denied include:
Appeal a Denied Claim
If your A-to-z Guarantee claim was denied, you can appeal the decision. To make an appeal simply reply to our claim denied e-mail.