To ensure a consistent experience for customers, Handmade Makers must match or exceed Amazon’s return policy, which states you must accept returns within at least 30 days of receipt of purchase.
An exception to this policy are items that are offered with customisation options, other than size and colour, that are configured, personalised, or inscribed such as, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. See Customised Products for additional details.
The table below illustrates examples of listings and how the return policy is applied.
Standard return policy applies:
In this example, the listing offers no customisation options and returns must be accepted for return within 30 days of receipt of purchase by the customer.
Standard return policy applies:
In this example, the customer is asked to choose only size and colour options and must be accepted for return within 30 days of receipt of purchase by the customer.
Note: Size and colour options are just examples. Other generic options may be presented; For example: finish, lengths, even selecting an initial.
Standard or Customised Product policies can both apply, depending on what the customer ordered.
In this example, if the customer does NOT select the optional engraving option, the item must be accepted within 30 days of receipt of purchase by the customer.
If, however, the buyer requested engraving on their item, the item is required to be accepted for return only if there was a misspelling or other error in the configuration, inscription, or design that was not the fault of the customer, the item arrives damaged, or the item is materially different than what was ordered.
Customised products include any products that are configured, personalised, or inscribed such as, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. A-to-Z Guarantee claims for these items require:
Processing a Return
For information related to managing returns, including guidelines and FAQs, see Manage returns.
A-to-Z Guarantee Claims Products sold by Handmade Makers are subject to the standard A-to-Z Guarantee policies for Amazon. The exception to this are items that are ordered/sold with optional customisation options, other than size and colour. See Customised Products for additional details.
The following help topics provide additional information related to standard A-to-Z Guarantee claims:
You must provide a return address within the United Kingdom or pay for return shipping to an international address, either by providing a prepaid return label or by refunding the return international shipping costs.
For additional information on International returns, see Important Information for International Sellers
If the buyer disputes the delivery or condition of the item received, or receives the wrong product, they will be directed to contact you to resolve the issue. If the issue is not resolved with you directly, the buyer will have the option to file an Amazon A-to-Z Guarantee claim.
Refer to the images below for examples of listings and information on whether they would qualify for regular returns:
A refund should be processed when you have received a return from a buyer or you have made arrangements to refund a purchase. You are not required to issue a refund until the item is returned to you for inspection, prior to issuing the refund.
You can issue refunds in full or partially via the Manage Orderstool.
If a customer returns one of your products, you may not charge a restocking fee.
You can determine the terms under which customers can return products or cancel items that are customised or made-to-order.
If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed.
If you have already confirmed an order as shipped, you can authorise the return request in Manage Returns.
See Order cancellations for additional details on how they can impact your Account Health.