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This article applies to selling in: United Kingdom

Manage Returns

To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.

If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.

Return process

To process the return request, go to your Manage Returns page, where you can review, authorise or decline requests. To get there from your seller account, click the Orders drop-down menu, and then click Manage Returns.

To find out more about returns, see Process return requests.

International returns

If you are located outside the country you are selling in, you must do one of the following:

  • Provide buyers with a return address that is in the country you are registered to sell in.

    For example, if your listing is on Amazon.co.uk, the return address must be within the United Kingdom.

  • Provide buyers with a pre-paid returns label.
  • Offer a refund without requesting the item to be returned.

Refund options

If you authorise the return request and want to refund the order, you can choose from several options. For more information, see Refund Orders. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition.

You can issue a concession in addition to or instead of refunding order amounts. For more information, see Issuing concessions. If the buyer says the order never arrived, see What if a buyer says they did not receive their order?

Return labels

When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels and Pre-paid return label requirements.

Cancelled returns

If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.

Fulfilment by Amazon (FBA) orders

Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages returns, go to Customer Returns for Orders Fulfilled by Amazon.

 
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