Amazon Renewed Global Quality Policy

This document covers the general quality requirements for a product to be eligible for sale on Amazon as Renewed. The requirements outlined below are intended to serve as a minimum required quality bar for all product categories. Any category-specific requirements are noted in Appendix A and will supersede the general product quality requirements. Any brand-specific requirements are noted in Appendix B and will supersede both category-specific requirements and general product quality requirements.

A. General product quality requirements. All Renewed products must meet the following requirements:

1. Product
   • Product must be inspected, repaired (if applicable), cleaned, and tested to function and look like new.
   • If repaired, all components must be Original Equipment Manufacturer (OEM) parts. Such parts can be new or refurbished to a like-new condition (with the exception of Apple, for which no harvested parts can be used – see Appendix B.1).
   • No signs of cosmetic damage (scratches, dents, etc.) should be visible when the product is held 30 centimetres away.
   • Any markings on external surfaces of the product must be intact (e.g. product logo). No additional markings (e.g. supplier logo, engravings, etc.) will be allowed.
   • All products must be restored to their original factory settings and be fully unlocked for use.
   • When present, batteries must have a capacity that exceeds 80% of the new equivalent.
   • Where present, displays should have no dead or stuck pixels, and show no signs of dimming.
   • Where applicable, products must be upgradeable to the latest firmware supported by the OEM (with the exception of Microsoft PCs, which must already be sold with the latest available version of Windows – see Appendix A.2).
2. Accessories
   • Products must include all accessories that come with a new equivalent (see Appendix A and B for any exceptions).
   • Accessories provided must be OEM, either new or refurbished to a like-new condition (see Appendix A and B for any exceptions).
   • Where applicable, wall plugs must be compatible to the marketplace region where the product is sold. Adapters are not allowed as an alternative.
3. Instruction Manuals
   • The inclusion of instruction manuals is encouraged, but not mandatory. In the absence of physical instruction manuals, a link or reference to the manufacturer’s instruction manual can be included. Safety instructions must be included where required by law.
4. Personally Identifiable Information (PII)
   • Products will be free of any PII before being circulated for sale. Examples of PII include but are not limited to name, date of birth, fingerprints or other biometric data, social security number, street address, email address, cloud storage account and credit card information.
   • Any PII must be removed in accordance with the National Institute of Standards and Technology (NIST) Standard on Media Sanitisation or other applicable local regulations and standards. Please refer to NIST-SP.800-88.rev.1 for additional information.
5. Packaging
   • Products must be packaged either in their original packaging or in a new cardboard box. No product can be mailed in an envelope or padded envelope.
   • Packaging must be clean and free of any damage, markings and non-product related labels and stickers.
   • If original packaging is used, the serial numbers on the box and the product must match. In addition, labeling must be applied on at least two sides of the package, explicitly identifying the product as 'Renewed', 'Refurbished', 'Remanufactured' or other applicable derivative.
   • Products and accessories must be compartmentalized and secured to ensure they are not be in direct contact with each other and do not move inside the box during handling and shipping.
   • Product packaging must pass drop-tests based on widely adopted standards like those of the International Safe Transit Association (ISTA).
   • Products containing lithium ion or lithium metal batteries are classified as Class 9 – Miscellaneous Dangerous Goods. Refer to IATA and ICAO requirements as the product might require proper identification, classification, packaging, marking and labelling.

B. Product Sourcing & Distribution. As per Amazon’s policy on parallel imports (Refer to Europe Tax and Regulatory Considerations), all Renewed products must be authorised for sale in the European Economic Area (EEA). Selling Partners listing products sourced outside the EEA must seek expert legal advice and make sure the rights owner does not object to such parallel import.

All Renewed products must come with the following warranty terms, to be honored and administered by the manufacturer, refurbisher, reseller or third-party provider.

C. Guarantee. All Renewed Products, with the exception of traditional wristwatches and Amazon Devices (for example: Echo, Fire), are covered by the Amazon Renewed Guarantee. In addition, sellers are allowed to offer their own guarantee on a voluntary basis to the customer (“Voluntary Guarantee”). Amazon is not responsible for any claim related to Voluntary Guarantees a seller may offer. Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affects the consumer’s rights under the legal warranty.

1. Conditions
   
   1. All Renewed products, with the exception of traditional wristwatches and Amazon Devices (for example: Echo, Fire) sold in the Amazon Renewed store are part of the Amazon Renewed Guarantee.
   2. Merchant Fulfilled Network (MFN) sellers must opt in to prepaid return mailing labels within Seller Central to make their Renewed products listings eligible for the Amazon Renewed Guarantee. Lack of compliance may result in the removal of Amazon Renewed selling privileges.
   3. FBA sellers are automatically eligible for the Amazon Renewed Guarantee.
   4. Sellers will be able to appeal the Amazon Renewed Guarantee reimbursement only in cases where the incorrect item was shipped back (for example, with a different serial number or model), or the item was returned in a different condition than when it was shipped (damaged by the customer). Sellers must be able to provide documentation to prove either of these scenarios. To appeal, please contact us by following these steps:
      • Sign in to Seller Central and click Contact Us.
      • On the left side, select Selling on Amazon.
      • On the right side pop-up panel, type "Amazon Renewed".
      • On the left side, click on Amazon Renewed Issues.
      • In the text box that appears, describe the issue and click Send to create a case with our support team.
2. Type of coverage
   
   1. If the product does not work as expected, Renewed customers will be able to access Amazon’s "Talk to the Expert" support team.
   2. If technical troubleshooting does not fix the issue, Renewed customers will have the right to return the defective product and receive either:
      
      1. a replacement unit of the same model, colour, and version of the originally purchased unit, or
      2. a refund, if no replacement unit is available.
3. Period of coverage
   
   1. The Amazon Renewed Guarantee will be valid for one year after a customer’s receipt of a Renewed product sold in an Amazon Renewed store in the UK, France, Germany, Spain, or Italy.

1. Wireless
   • Phones with a built-in, mandatory camera shutter sound are not permitted (e.g. phones originating from Japan or South Korea).
   • Phones that are branded and/or locked to a specific network are not permitted.
   • Headphones and SIM cards are not mandatory.
   • Any device that requires a SIM card must carry a SIM removal tool (original or generic).
   • The use of OEM accessories is encouraged (however, it is not mandatory). Any generic accessories must meet the country standards for where the product is sold.
2. Personal Computers
   • All Microsoft laptops, tablets and PCs must have the latest available Windows operating system pre-installed.
   • All Microsoft laptops, tablets and PCs must be equipped with authentic software licences, as evidenced by the availability of a Genuine Certificate of Authenticity (COA) provided by a Microsoft-Authorised Refurbisher.
   • The use of OEM accessories (e.g. keyboards and mice) is encouraged (but not required). Any generic accessories must be compatible with regional requirements where the product is sold.
   • During packaging, it is encouraged (but not required) for monitor screens to be separated from their base and any other attachments.
3. Printers
   • Printing cartridges must be removed from the printer and placed inside a sealed plastic bag to prevent ink or powder from leaking into the box.
   • Moving parts such as doors and print heads must be taped and secured during transit. External paper trays must be disconnected and packed separately.
4. Small Kitchen Appliances
   • All surfaces that could be in direct contact with food or liquids must be cleaned and sanitised in accordance with the local regulations.
   • Products containing liquid tanks (e.g. espresso machine boilers, tea kettles, etc.) must be fully drained.
   • No external stains or signs of calcified water should be visible on any of the external surfaces when the product is held 30 centimetres away.
5. Power Tools, Lawn and Garden Equipment
   • Products under these categories might be sold without their accessories, as long as this is clearly communicated via the Amazon product listing page.
   • Petrol-operated products must be fully drained and wrapped in plastic bags in order to avoid any leaks and contamination within the packaging.
6. Softlines
   • Garments, fabric and shoes must have no signs of untrimmed threads and missing stitches when held 30 centimetres away.

1. Apple
   • The use of OEM accessories is encouraged (however, it is not mandatory). If generic, cables must be MFi (‘Made for iPod’) certified cables, and chargers must be CE safety certified.
   • If generic accessories are provided for an Apple product, the product must include a card or sticker inside the packaging stating that:
     • The included cable is MFi Certified to be compatible with Apple devices.
     • The included charger is CE safety certified.
   • Apple accessories and parts, including chargers, charging cables and headphones, are not permitted to be sold as standalone products.
   • The use of harvested or refurbished Apple batteries is not allowed for any of the Apple product categories. Any potential battery swaps will require the use of new Apple batteries only.

1. Seller Quality Management System (QMS)
   • The seller must maintain an internal QMS that enables the timely identification and reduction of product quality and operational defects. While certification is not required, adherence to ISO 9001 policies and guidelines is highly encouraged.
2. Performance Monitoring
   • If approved to list on Amazon Renewed, sellers must meet the following performance metrics:
     • Perfect Order Percentage > 85%, Order Defect Rate < 0.8% and Product Review Score > 3.5.
     • Renewed Quality Score (RQS) > 98% (seller level). Details on the RQS guidelines, expectations and enforcement mechanisms can be found on Seller Central.
   • Amazon Renewed reserves the right to conduct test buys at its own discretion. Products purchased for this purpose will be returned to the sellers as per the regular returns process and will not affect any performance metrics.
   • Failure to comply with the Global Quality Requirements might lead to the removal of selling privileges on Amazon Renewed, and might require the submission of a ‘Plan of Action’ to remediate and regain said privileges.
   • At any given point and at its sole discretion, Amazon Renewed reserves the right to remove any selling privileges if it is believed that an optimal customer experience is compromised.