Amazon Handmade: Returns, refunds, restocking fees, and cancellations policies

Returns

To ensure a consistent experience for customers, Handmade Makers must match or exceed Amazon’s return policy, which states you must accept any return requests within 30 days of customer receipt of shipment.

An exception to this policy is items offered with customization options, other than size and color, that are configured, personalized, or inscribed, such as engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. See Customized products below for additional details.

The table below shows examples of listings and how the return policy is applied.

	Standard return policy applies: In this example, the listing offers no customization options and return requests must be accepted within 30 days of receipt of shipment by the customer.
	Standard return policy applies: In this example, the customer is asked to choose only size and color options; return requests must be accepted within 30 days of receipt of shipment by the customer. Note: Size and color options are just examples. Other generic options may be presented, like finish, length, or even selecting a single initial.
	Standard or Customized 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 return request for the item must be accepted within 30 days of receipt of shipment by the customer. If, however, the buyer requested engraving on their item, the return request for the item must be accepted 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 from what was ordered.

Customized products are configured, personalized, or inscribed, such as engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. A-to-z Guarantee claims for these items require notification to you that the customer wants to return the item within 14 days of receipt of shipment. In addition:

• Due to personal configuration, inscription, or design on these products, you are not required to accept returns or exchanges unless the products were damaged/defective upon arrival, or materially different from what was ordered.
• If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the customer, sellers are protected under Amazon's return policies.
• All product packaging (such as boxes) and, if applicable, certificates of authenticity, grading, and appraisal must be returned with the item. Products without all applicable tags are not acceptable for return.

Processing a return

For information related to managing returns, including guidelines and FAQs, see Manage seller-fulfilled returns.

A-to-z Guarantee claims for products sold by Handmade Makers are subject to Amazon’s standard A-to-z Guarantee policies; however, items that are ordered/sold with optional customization options, other than size and color, are not subject to these policies. See Customized products above for additional details.

The following help topics provide additional information related to standard A-to-z Guarantee claims:

• About Amazon’s A-to-Z Guarantee claims
• How to respond to an A-to-z Guarantee claim notification
• How to appeal an A-to-z Guarantee claim
• How to prevent an A-to-z Guarantee claim

You must provide a return address within the United States or pay for return shipping to an international address, either by providing a pre-paid return label or by refunding the international return 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 asked 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.

• Amazon’s extended holiday returns policy requires that orders shipped between November 1 and December 31 be returnable through January 31 of the following year. This policy applies to items either shipped by you or by Fulfillment by Amazon (FBA).
• All Handmade items shipped via FBA or Seller Fulfilled Prime are currently eligible for free returns. Prime return policies override Handmade return policies, whether the item is customizable or not.

Refunds

A refund should be processed after you receive a return from a buyer or you make arrangements to refund a purchase. You are not required to issue a refund until the item is returned to you for inspection.

You can issue full or partial refunds via the Manage Orders tool. See the Refund options page for more information.

Restocking fees

If a customer returns a product, you have the right to charge a restocking fee based on the reason for return, which is a percentage of the item’s price according to the Guidelines for charging restocking fees.

Cancellations

You can decide the terms under which customers can return products or cancel items that are customized 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 authorize the return request in Manage Returns.

See Order cancellations for additional details on how cancellations can impact your account health.