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A guide to the Amazon returns policy

Amazon is an online retailer selling everything from games and DVDs, to clothes and jewellery. It is one of the world's largest online stores. This article is a guide to the Amazon returns policy, and consumer rights with regards to faulty or unwanted items purchased from the site.

Unwanted items

Amazon has a seven working day 'cooling-off' period, in compliance with EU laws, whereby an item can be returned and refunded if a customer decides it is no longer wanted up to seven days after its delievery. This refund includes postage costs. Beyond seven days, but before 30 days, after the item has been delievered, Amazon will refund the cost of the item itself only. For large items, this window is between 7-14 days. No refunds are issued beyond thirty days for unwanted goods. Customer returns Customer returns are refunded via the same method as the item was paid for, and for unwanted items, the product must be in the exact same condition as it was sold, ie, in its original packaging and sealed. Products bought by somebody else as a gift will also only be subject to a gift-certificate refund; the customer will not get their money back.

Faulty goods

For items damaged in transit, Amazon holds the consumer responsible to return the item within the 30-day window covered by its returns policy. Items that become faulty after some use, or beyond the 30 days, are subject to manufacturer's warranty and Amazon recommends that one goes directly to the manufacturer in the case of an item becoming faulty. This includes faulty mobile phones, cameras, and other electronic items.
Software returned Software returned will not be refunded under any circumstances. Depending on the circumstances, Amazon may be required to repair or replace a faulty product, in accordance with consumer rights laws, but the customer must contact Amazon as soon as the fault is discovered, before sending any goods back. For any returned goods, whether faulty or unwanted, a refund will usually be issued between two to three working days of receipt of the returned item, as long as the return has been accepted.

Marketplace sellers

Amazon's refund policy is applicable to its Marketplace sellers, too. Items received that are not as described (for example, if they are in a condition that is worse than was specified in the listing) must be reported directly to the seller within seven days of receipt of the item. The item should then be returned directly to the seller. Each seller may have a different policy regarding unwanted items; whether the return of an opened item is accepted is at the seller's discretion, so it's worth researching an individual seller's policy prior to purchase.

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