Amazon return procedures

Amazon has specific return policies that are subject to review and affect the entire sales account.
If a seller does not follow these rules, or does not meet shipping deadlines for goods, this can result in:

• increased A-Z claims,
• negative feedback to the seller's account,
• low account statistics,
• drop out of the BuyBox,
• low sales,
• in extreme cases blocking of the marketplace or sales account.

In addition to the returns themselves, it is important to send parcels on time, provide tracking numbers that match the reality and the correct name of the carrier. This allows Amazon itself to verify the status of the parcel and is easily accessible to the buyer.

MAIN RETURN POLICY

1. The seller has a local return address on the selected Amazon marketplace - the buyer is responsible for the cost of returning products up to a value of €40.  
   Example:
   Amazon.DE - local address within DE
   Amazon.FR - local address within FR.
   It is not possible to set up local addresses for e.g. Austria, because on the selected marketplace e.g. Amazon.DE only one return address can be set up within the country - DE.
2. The seller has a local return address on the marketplace and the product is priced higher than €40 - the seller is responsible for the return costs. 
3. The seller does not have a return address in the respective marketplace and the product is priced below €25 - when the customer opens the return, Amazon immediately refunds the buyer and the message "prior refund applied" is displayed on the return.
4. Return of products from the categories of clothing, footwear and accessories (e.g. handbags, jewellery, watches) - the seller always pays the return costs. For other categories according to the amount (as below).
5. APRL (Amazon Prepaid Return Label) - if there is a local address for DE and FR - Amazon automatically generates labels and, depending on the REASON for the return, Amazon decides who covers the return shipping costs. If we want to unsubscribe from this automation, all we have to do is write directly to Amazon about it.

There is a standard 30-day return period. Amazon sometimes extends this time during the holiday period.

CATEGORIES

Clothing and footwear  

Clothing and footwear can be tried on, but this should be done in the same way as in a shop. Footwear should not be tried on outside. Original laces must be left in shoes. For hygienic reasons, garments that come into direct contact with the skin (e.g. underwear, tights or swimwear) should be tried on over your own clothes. Otherwise they will be considered used and cannot be returned.

Cosmetics  

There are additional requirements for perfumes that are classified as 'Hazmat' hazardous products. A return authorisation may be required for such products. Here, Amazon simply points out that hazardous products should be returned in their original packaging so as not to cause a risk. 

Home accessories  

Standard 30-day return period, products originally packaged. The seller does not cover the cost of the return if it has a local return address in the marketplace and the product costs less than EUR 40.

Food  

Due to their special nature, some food and beverage products supplied by Amazon cannot be returned via the returns centre. In such cases, the customer should contact Amazon for return assistance. 

Erotic accessories

Amazon does not clearly state the procedures for returning erotic accessories in its returns policy, however, the page describing the procedures states that:

"The following products thus cannot be returned under the Returns Guarantee (unless defective): Products that are not suitable for return for reasons of health protection or hygiene and whose sealing was removed after delivery(...)."

Undoubtedly, this phrase includes erotic accessories.

Lingerie

Standard 30-day return period, products originally packaged. It is always the seller who covers the return costs.

Sterile products  

List of approved and prohibited medical products  

Medical/sterile goods can only be returned if they are unpacked, any opening of the packaging, or breaking of the seal excludes these products from return.

Electronics

Amazon does not clearly state the procedures for returning electronics and machinery in its return policy, however, the page describing these procedures states that:

"Note: Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of use or damage. (...) Please note that, as set out in our Returns Policy, a returned item must be in the same condition in which it was received. This means that new items must be returned in the exact condition in which you received it from Amazon (including all accessories)."

Amazon has not included information on what happens if the buyer nevertheless returns a used or incomplete product. What we do know is that it is against Amazon's policy to return a used or incomplete product send the product back to the customer (some partners make the decision to send the product back) should not be a problem if the customer has broken the terms and conditions.

Sports accessories

Standard 30-day return period, products originally packaged. The retailer does not cover the return costs if it has a return address in the market and the product costs less than EUR 40.