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:
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:
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.
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.
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.
You can decide the terms under which customers can return products or cancel items that are customized or made-to-order.
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.