A-to-z Guarantee Protection
What is the Amazon.com A-to-z Guarantee?
We want you to buy with confidence anytime you
purchase products on the Amazon.com website or use Amazon Payments. That is why
we guarantee purchases from Amazon Marketplace and Merchant 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.
After you have read carefully through the following important guidelines, click below to submit your claim.
When is a buyer covered under the Amazon.com A-to-z Guarantee?
- The
buyer purchased physical goods from a seller or merchant selling on the Amazon.com
website (including the Amazon.com Marketplace), or used Amazon Payments to
purchase physical goods from a third party website. NOTE:
The following items are not covered by the Amazon A-to-z
Guarantee: payments for services,
digital merchandise, cash equivalent instruments (including retail gift cards),
and prohibited items (including items violating the Amazon Payments Acceptable Use Policy);
- The buyer made
payment to the seller through the Amazon.com website or a third party
website using Amazon Payments, but the seller failed to deliver the item;
and
- The buyer
received the item, but the item was materially different than as depicted
in the seller's description.
When is a product "materially different" than what the seller advertised?
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.
Items are considered "materially different" in these circumstances:
- Wrong version or edition
- Item condition or details not as described
- Wrong item
- Missing parts or components
- Defective item
- Damaged item
When submitting an A-to-z Guarantee claim with the reason "materially different," you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased.
Please note that this does not extend to cases where you are simply
disappointed with an item. We will ultimately determine material difference at
our discretion.
What are the requirements of the Amazon.com A-to-z Guarantee?
- The
item must be purchased from an Amazon Marketplace or Merchant seller on the
Amazon.com website or from a seller using Amazon Payments on a third party
website. Purchases from the following sellers
are not covered by the Amazon A-to-z Guarantee: Warehouse Deals, the Target
Store, eLuxury, Marshall Fields, Mervyns, and Virginmega.com.
- For
Amazon Marketplace and Merchant orders made on the Amazon.com website, you must
wait 3 calendar days past the maximum estimated delivery date for an order or
30 days from the order date, whichever is sooner. For example, a U.S. order
sent using the standard shipping option would become eligible for a claim 21
calendar days after the ship date (14 business days + 3 calendar days). From
that point, you have 60 days to submit a claim.
- For
purchases using Amazon Payments on a third party website, you must wait 15 days
from the order date to submit a claim. From that point, you have 75 days to submit
the claim.
- If
you have received a materially different item, you must contact the seller
within seven (7) days of receipt to request return information.
- If
your item becomes defective more than 30 days past the shipment date and it is
under warranty, you must contact the manufacturer for repair or replacement.
- Buyers
are limited to a lifetime maximum of five claims for purchases from Amazon
Marketplace or Merchant seller on the Amazon.com website.
- You must provide the required information on the guarantee claim form.
- If
you paid by credit card, and the issuing bank has initiated a chargeback, then
you are not eligible for coverage under the Amazon A-to-z Guarantee.
How much coverage will buyers receive?
Buyers who pay for Amazon Marketplace or Merchant
purchases via the Amazon.com website and buyers who use Amazon Payments for
qualified purchases from a third party website are eligible to receive up to
$2,500 of the purchase price, including shipping charges.
How do I file a claim?
If you made the purchase through the Amazon.com
website, you can easily submit a claim by viewing the specific order details
via Your Account. From the order
details, click "Problem with this order?" to file your claim.
You can submit a claim for the payments made on third
party websites using Amazon Payments by viewing the specific transaction
details via Your Account on the Amazon Payments website
(https://payments.Amazon.com). From the
transaction or order details, click "Problem with this transaction?"
or "Problem with this order" to file your claim.
What happens after submitting a claim?
For purchase through the Amazon.com website, you can
track the progress of your claim by viewing the order in Your Account. From the order details, click "Problem
with this order?" to see the status of your claim.
For purchases from third party websites using Amazon
Payments, you can track the progress of your claim by viewing the transaction
in Your Account on the Amazon Payments website
(https://payments.Amazon.com). From the
transaction details, click "Problem with this transaction?" or
"Problem with this order" to see the status of your claim.
We appreciate your patience and cooperation during the
processing period, as we may contact you for additional information. We may
also attempt to contact the seller to encourage him or her to work directly
with you to resolve the problem.
Are all purchases backed by the Amazon.com A-to-z Guarantee?
Yes. If you meet the conditions above, you're covered!
What does it cost?
Buyers are covered at no cost. We're committed to
creating a safe buying experience on the Amazon.com website and when using
Amazon Payments on third party websites. If you have additional questions about the A-to-z Guarantee, please contact us.
What countries are covered by the Amazon.com A-to-z Guarantee?
Buyers who reside in the following countries are
covered under the Amazon A-to-z Guarantee for qualified purchases: Australia, Belgium,
Brazil, Canada, Denmark,
Finland, France, Germany,
Great Britain, Hong Kong, Iceland,
Ireland, Italy, Japan,
Republic of Korea,
Mexico, Netherlands, New
Zealand, Northern Ireland,
Norway, Portugal, Scotland,
South Africa, Spain, Sweden,
Switzerland, the United Kingdom, and the United States. (including U.S. protectorates, e.g. Puerto
Rico, U.S.
Virgin Islands, Guam, American Samoa, APO/FPO, etc.)
How do I cancel a pending claim?
Buyers can contact us to indicate that the transaction has been resolved or simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim. If a resolution has been reached after a claim check has already been sent, please contact us to make arrangements for repayment.
Revised July 29, 2008
