This document covers the general quality requirements
for a product to be eligible for sale on Amazon as Renewed. The requirements outlined
below are intended to serve as a minimum required quality bar for all product
categories. Any category-specific requirements are noted in Appendix A and will
supersede the general product quality requirements. Any brand-specific requirements are
noted in Appendix B and will supersede both category-specific requirements and general
product quality requirements.
A. General product quality
requirements. All Renewed products must meet the following requirements:
Product must be inspected, repaired (if applicable), cleaned and tested to
function and look like new.
Any potential refurbishing operation will only utilize
Original Equipment Manufacturer (OEM) parts. Such parts can be new or
refurbished to a like-new condition, under the same requirements of this
section of the Quality Requirements.
No signs of cosmetic damage (scratches, dents, etc.)
should be noticeable when the product is held 12 inches away.
No dead or stuck pixels should be present on products
that contain displays. Said displays should illuminate like the new
equivalents, with no signs of dimming.
Any markings on external surfaces of the product must be intact (e.g.
product logo). No additional markings (e.g. supplier logo, engravings, etc.)
will be allowed.
When present, batteries must have a capacity that exceeds 80% of the new
Where applicable, products must be restored to their
original factory settings and must be fully unlocked for use.
Where applicable, products must be upgradeable to the
latest firmware supported by the OEM.
Products must include all accessories that come with a new equivalent.
Only OEM accessories will be utilized. The accessories
can be new or refurbished to a like-new condition, under the same
requirements laid out in Paragraph A.1 (Product section) of this
Where applicable, wall plugs must be compatible to the marketplace region
where the product is sold.
While not required, inclusion of instruction manuals is
highly encouraged in order to provide a better customer experience and aid
in the reduction of negative reviews and product returns. In the absence of
physical instruction manuals, a link or reference to the manufacturer’s
instruction manual should be included, when possible.
Personally Identifiable Information (PII)
Products will be free of any PII before being circulated for sale. Examples
of PII include but are not limited to name, date of birth, fingerprints or
other biometric data, social security number, street address, email address,
cloud storage account and credit card information.
Any PII must be removed in accordance with the National Institute of
Standards and Technology (NIST) Standard on Media Sanitization or other
applicable local regulations and standards. Please refer to
NIST-SP.800-88.rev.1 for additional information.
Products must be packaged either in their original packaging or in a new
cardboard box. No product can be mailed in an envelope or padded
Packaging must be clean and free of any damage, markings and non-product
related labels and stickers.
If original packaging is used, the serial numbers on the box and the
product must match. In addition, labeling must be applied on at least two
sides of the package, explicitly identifying the product as 'Renewed',
'Refurbished', 'Remanufactured' or other applicable derivative.
Products and accessories must be compartmentalized and secured to ensure
they are not be in direct contact with each other and do not move inside the
box during handling and shipping.
Product packaging must pass drop-tests based on widely adopted standards
like those of the American Society for Testing &
Materials (ASTM) or the International Safe Transit Association
Shipment of products containing lithium batteries (both
lithium ion and lithium metal) are classified as Class 9 – Miscellaneous
Dangerous Goods. Please refer to IATA and ICAO requirements as the product might require
proper identification, classification, packaging, marking and labeling.
B. Warranty. All
Renewed products must come with the following warranty terms, to be honored and
administered by the manufacturer, refurbisher, reseller or third-party provider:
Type of Coverage
The warranty will cover any defects that arise over the period of
The customer has the right to return a defective product and receive a
replacement product without incurring any shipping or material handling
Warranty obligations will not apply to defects caused by insufficient
maintenance or improper installation, operation and use by the owner.
Period of Coverage: The minimum required warranty period
varies by region:
North America - must be at least 90 days from the date of sale.
Europe - must be at least one year from the date of sale.
India - must be at least six months from date of sale.
Warranty information must be included in each package,
with warranty contact details.
Products that are sealed and contain adequate warranty terms and
information by the manufacturer or refurbisher of
record, do not require any further action.
Products that are not already sealed with adequate
warranty information inside the package, will be required to include an
Amazon Renewed warranty card. Design templates for the warranty cards are
provided in the Amazon Renewed Seller Acceptance email.
Renewed products covered by the Amazon Renewed Guarantee will not be
subject to the warranty terms above. Products currently covered under the Amazon Renewed
Guarantee include cell phones, GPS devices, wearables (e.g. smart watches), Bluetooth
speakers and headphones, car audio devices and phone accessories sold in the US
C. Quality controls and enforcement
Seller Quality Management System (QMS)
The seller must maintain an internal QMS that enables the timely
identification and reduction of product quality and operational defects.
While certification is currently not required, adherence to the ISO 9001
policies and guidelines is highly encouraged.
To help ensure compliance with the Amazon Renewed Global Quality
Requirements, sellers must meet the following performance metrics:
Perfect Order Percentage > 85%, Order Defect Rate < 0.8% and
Product Review Score > 3.5.
Renewed Quality Score (RQS) > 98% (seller level). Details on the RQS
guidelines, expectations and enforcement mechanisms can be found on
Products will be subject to random test buys that serves as another
mechanism to ensure compliance with these requirements. Amazon Renewed
reserves the right to conduct test buys at its own discretion. Products
purchased for this purpose will be returned to the seller as per the regular
returns process and will not affect any performance metrics.
Failure to comply with the Global Quality Requirements might lead to the
removal of selling privileges on Amazon Renewed, and might require the
submission of a ‘Plan of Action’ to remediate and regain said
At any given point and at its sole discretion, Amazon Renewed reserves the
right to remove any selling privileges if it is believed that an optimal
customer experience is compromised.
For any questions and clarifications, please contact your Amazon
representative or reach out to us via Seller Support.