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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

Return requests can be processed through your Manage Returns page, where you can review, authorize or decline requests. To get there from your seller account, go to Orders drop-down, and then click Manage Returns.

See Process return requests, for more information.

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.

Prepaid Return Label Program for Seller Fulfilled Orders

Professional and Individual sellers can now opt for prepaid returns label (PRL) program, where Amazon automatically authorizes all returns that fall within Amazon’s returns policy , and provides customers with prepaid return shipping labels on your behalf through Buy Shipping Services.

Once you enable this feature, customers will automatically receive a prepaid return shipping label from your seller account for return requests that fall within Amazon’s return policy, without the need of your one-off return approval. To optimise your time, you will only receive customer return requests that are outside of Amazon’s return policy or exempt from the automated returns processing for manual review.

You are in complete control of the products you would like to exclude from automated returns. If the buyer's request does not comply with our return policies, we will inform you via email.

This feature can be used to process return requests covered by the integrated transporting carrier, available via Amazon. Before enabling the Prepaid Return Label feature, please make sure that your domestic return shipping address is up to date. If you do not provide a return address, we will use your business address by default.

The requirement to issue a refund within two business days of receipt of a return remains unchanged.

For details, refer to Prepaid returns for seller-fulfilled orders.

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.

Fulfillment 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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