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
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
Where applicable, products must be restored to
their original factory settings and must be fully unlocked for
Where applicable, products must be upgradeable to
the latest firmware supported by the OEM.
Products must include all accessories that come with a new
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
Where applicable, wall plugs
must be compatible to the marketplace region where the product
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
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
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 (ISTA).
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
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
Warranty obligations will not apply to defects caused by
insufficient maintenance or improper installation, operation and use
by the customer.
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
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
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 marketplace only.
controls and enforcement
Seller Quality Management System (QMS)
The Seller will 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 Seller Central.
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
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.