Amazon Return Policy: No More Confusion, Here’s EXACTLY How It Works
There’s been a lot of confusion recently on how the return policy at Amazon actually works. Are all returns free? How often can you return something? Do you have to be a Prime member to get free return shipping? All questions that aren’t clearly answered by Amazon. So I figured it was time to do the research and find the answers to these questions. After many phone calls and live chat sessions, here’s how their return policy currently works.
Does Amazon Have an Extended Holiday Return Policy?
Yes.
For 2024, anything bought between November 1st – December 31st can be returned all the way until January 31, 2025.
This is great because it allows you to start your Christmas shopping in early November, knowing that the gift recipient can return items up until the end of January.
What Exactly is Their Return Policy?
Here are the important details:
– You have 30 days from date of delivery to return items for free (for a full refund) if the item is defective, damaged, or the incorrect product.
– Items must be sold and/or fulfilled by Amazon directly, otherwise the customer has to pay for return shipping, MAYBE. See below for details.
Return policy does NOT apply to international shipping.
WHAT HAPPENS AFTER 30 DAYS?
After the 30-day return window has passed, you can either start a live chat session and plead your case for a 1-time exception (works best when you’re only a few days past 30).
Or you can make the return and accept a partial refund of 80% of the price you paid. If the item you return is damaged, or has missing parts, that refund gets cut to 50%.
Any Exceptions to the 30 Days?
Yes, there are a few important ones…
– 3rd Party Sellers – These sellers sometimes have their own stated return policy which ranges from 7 -30 days.
I recently was denied a return from a 3rd party as they told me I had to deal with the manufacturer directly.
This came as quite a surprise to me and this is a relatively new change.
Because of this, it’s smart to be aware of the sellers stated policy before you make the purchase.
– Wedding Registry Gifts – These come with 180 day return policy from the date the item is delivered.
– Baby Registry Gifts – You get a generous 365 return days for most items purchased from your registry.
See Also: 8 Brilliant Ways to Save Money on Amazon
AMAZON NOW THREATENING RESTOCKING FEES
Have you noticed that Amazon is now issuing a warning on many returns that you may be “subject to a restocking fee”? If you have, you’re not the only one.
While it may only be on certain accounts that make too many returns, or a random threat, they seem to be more bark than bite as the restocking fee rarely comes to fruition.
But in either case, this is something to monitor moving forward as Amazon is getting inundated with a record number of returns and may have to start issuing restocking fees to cut down on the number of returns they receive.
Where Can I Make My Amazon Return?
When it comes to making an Amazon return, you have MANY options theses days.
They include the following 5 options:
– UPS – You can take your return to any UPS Store or UPS Access Point or schedule a UPS Pickup.
– Staples – Last year Staples started taking Amazon returns.
– Kohl’s – You can also take your return to your nearest Kohl’s store and they will process your return for free. No box, label, or packaging supplies required.
– Whole Foods – You can also make free Amazon returns at your local Whole Foods Market during store hours.
– Amazon Hub Locker – Another option is to return your item to an Amazon Hub Locker, follow the instructions here.
PRO TIP: THERE ARE 2 TYPES OF RETURNS AT AMAZON
It’s important to understand that Amazon has 2 types of returns: “Refund on First Scan” and “Refund on Return”. Refund on First Scan means you’ll get your refund as soon as the carrier (UPS in most cases) scans the item into their system, which sends a confirmation to Amazon that they received it. This happens on most returns that are valued under $100.
Refund on Return, on the other hand, are your more expensive items that need to be actually checked and reviewed by Amazon. As you can imagine, this can take some time for Amazon to do, so expect your refund to take between 5-10 days.
Do I Have to Pay Return Shipping Charges?
Maybe.
If items are fulfilled by Amazon, you typically won’t have to pay return shipping charges, especially if the reason for the return is not your fault.
If items are sold by a 3rd party and you try and initiate the return through the Amazon return page, you’ll probably have to pay return shipping fees and a possible restocking fee.
PRO TIP: AVOID RETURN SHIPPING FEES
If you start a live chat and initiate the return that way, you stand a great chance of NOT having to paying return shipping fees. Your chances of success rise greatly if you’re a Prime member and order quite a bit every month.
To prove it the above tip, here’s a screenshot of this exact scenario. I was going to be charged return shipping until I started a live chat and then the operator gave it to me for free.
What if the Item is Opened or Used?
Doesn’t matter.
If the item had been opened or used they’ll take it back within 30 days. Plus, they’ll pay for the return shipping charges.
Keep in mind that the item must be sold and shipped directly by Amazon and not a 3rd party.
Can You Abuse Their Return Policy?
Absolutely, YES.
If you tend to return a lot of the stuff you buy, Amazon will take notice and could flag your account and not let you make any more returns for a certain amount of time.
Also, if you ask for a return, but never actually return the item, Amazon reserves the right to take action against you although I think you’d have to do this a lot for them to notice.
The action they’ll take is to check the “Concessions Limit” of the seller.
For example, it could be a $1000 limit, or it could be $500. Amazon actually has a team that researches your returns and comes up with the specific dollar amount for policy “abusers”.
If you cross this limit, Amazon will mark your account as “Concession Abuse”.
In other words, if you typically only contact Amazon for a refund or discount, and abuse their policy frequently, you’ll fall into this category.
Once your account is marked “Concession Abuse”, no returns will be accepted on any orders made by you in the future.
Worried about getting banned? Amazon will send you a warning notice via email first.
If you keep abusing their policy you’ll get your account banned permanently.
PRO TIP: AMAZON WILL LET YOU KEEP SOME ITEMS YOU TRY TO RETURN
If you order from Amazon regularly, this “Keep-It” policy has probably already happened to you. Amazon will give you a refund, but tell you there’s no need to send it back.
Personally, I’ve also had it happen when I was sent something I didn’t order as they had no record of the order in their system so they told me keep it. It can also happen if they send you too many of an item, the wrong item, or if the return shipping expense makes it not worth you mailing it back.
How Do You Return a Gift to Amazon?
Returning gifts to Amazon is slightly different than a normal return.
Start by visiting the Gift Return Page and enter your order number which is the 17-digit code found on the packing slip.
Next, follow the online prompts and you’ll get a free shipping label which you can print and attach to the box.
PRO TIP ON RETURNING GIFTS
If you DON’T know the order number you can either ask the gift giver or contact Amazon customer service at 1-(888) 280-4331. When calling, make sure you have the “gift giver’s email address, phone number and the package tracking ID ready (if you have it).”
Is the Policy Different for Prime Members?
No, it is not.
Amazon Prime and non-Prime members get to use the same return policy.
Do You Need a Reason to Return an Item?
Yes, you need to state a reason.
It could be you just don’t need or want the item and that answer is perfectly acceptable.
You’ll be asked if it’s broken or the wrong item, but you’re under no obligation to answer.
Does Amazon Limit Your Returns?
As long as your issue or problem with the product is genuine, there is NO limit on the number of returns you can make.
PRO TIP: TRY THIS IF PACKAGE ARRIVES DAMAGED
Not sure if it’s a cost cutting thing or what…but Amazon has been sending me some products NOT in a box, they just put the shipping label on the actual item and send it off. What the heck Amazon?
This is all fine I guess until it’s a gift and it shows up with a damaged box. See the picture above of a Keurig Advent calendar that we ordered as a gift and it showed up with several corners all thrashed.
So I hit up Live Chat and here is how the conversation went:
As you can read, they gave me a FULL REFUND and let me keep it. I thought this was useful information if this happens to you as well.
Get your money back, then you can decide if the item is still “giftable”.
What’s the Return Policy on Electronics?
You can return consumer electronics and computers to Amazon within 30 days of purchase.
If the reason for the return is a defective product, incorrect description, or wrong item sent, you will not have to pay the return shipping fees.
Be aware that you may get hit with a restocking fee if the item is damaged due to misuse, missing parts, or unauthorized tampering.
Can Amazon Ban You For Making Too Many Returns?
Amazon has never come out and said that they can ban your account, or limit your returns, because you made too many returns.
But it goes without saying that they track your return history and absolutely reserve the right to take action if they feel you’re abusing their policy.
I’ve heard of account holders being warned via email if they return 15-20% of all their Amazon purchases but have yet to find any concrete evidence of a specific percentage that triggers a warning.
Can Any Sized Item be Returned?
Yes, any product on the Amazon website can be returned.
It doesn’t matter what size or weight, it can be returned within 30 days.
What About Returning Items Bought via Alexa?
Items bought through Amazon Alexa voice shopping can be returned just like any other non-digital item you buy on Amazon.
Also, if you accidentally buy a digital song or album with Alexa you can request a return and refund within 7 days of date of purchase.
Just contact Amazon customer service and let them know you’d like a refund.
Why Won’t Amazon Let Me Print a Return Label?
In an effort to make your returns “easier” Amazon often doesn’t give you the option to print a label at home and box up the item yourself.
Instead they want to send you to Kohl’s location or a UPS Store and let them box it up for you.
If you’re like me, this is a pain in the butt as I don’t live near a Kohl’s or UPS Store and would rather box up my return myself and drop it off at a UPS collection station.
But a clever workaround is to start a Live Chat session and tell them you need a return label, they’ll email you one and make one available in your account.
What’s the Deadline Once a Return Has Been Initialized?
People in the comments are wondering if items need to be “sent by me” before the deadline, or “received back at Amazon” before the deadline date they give you when you initialize the return.
It’s an excellent question, and the answer is your return needs to be scanned by UPS before the deadline or on the day of your deadline.
See Also: Find an Amazon Return Store Near You and Save a TON
Are Returns Free on a Purchase I Try to Cancel?
Yes.
If you try to cancel an order on something you just bought, but CANNOT, you should not have to pay the return shipping.
From commenter Wendy, she was able to start a live chat and “the response was our account will be credited for the shipping charges after we return it.”
What Items Cannot Be Returned?
Because Amazon sells so many different products this list is quite long.
– Grocery/Prime Pantry products – Perishable produce, dairy, and meats are not eligible for a return.
– Live Insects – Unless your lady bugs or ants show up dead you’re stuck with them.
– Downloadable Software – This keeps people from downloading the program then returning it.
– Gift Cards – Fortunately these are basically like cash.
– Online Subscriptions – This includes Amazon Prime, Kindle Unlimited, and Prime Student.
– Hazardous Materials or Gas – This includes products like NyQuil and Liquid Benadryl.
– Some Personal Care Items – Not sure what items specifically.
– Pet Food – Not returnable but you’re eligible for a refund if there is something wrong with the food.
– Live Plants/Fresh Flowers – Make sure you really want that house plant before you order it.
– Some Jewelry Items – Think personalized jewelry that can’t be resold.
– Stuff Missing the UPC or Serial # – If an item is tampered with and this information is removed you’re stuck with it.
If you order one of these non-returnable items and it arrives damaged or defective you should contact Amazon to get resolution to the problem.
Can I Make a Return to Amazon Brick & Mortar Stores?
Yes…in most cases.
If you’re lucky enough to live close to an Amazon store you can take “eligible items” bought on Amazon.com there for a full refund within 30 days.
According to their website, items that are NOT eligible for an in-store return are really large items, or stuff that doesn’t meet “safe to ship standards”.
Ask the Reader: Have you ever returned anything to Amazon? Was it a smooth process, not worth the hassle, or somewhere in-between?
By Kyle James
I started Rather-Be-Shopping.com in 2000 and have become a consumer expert and advocate writing about out-of-the-box ways to save at stores like Amazon, Walmart, Target and Costco to name a few. I’ve been featured on FOX News, Good Morning America, and the NY Times talking about my savings tips. (Learn more)
I returned a defective rowing machine and followed instructions I was given in Chat. I asked foe email confirmation which confirmed a refund. Amazon told me to pay for shipping and they would reimburse me when the product was received. I’ve spent hours with online chat to get resolution and representatives were all foreign nationals so the language barrier made it very difficult. After streams of chat, I was again promised my refund. And refunds began appearing through my email in the form of reimbursements for other items I had purchased. I was told this was how they will process reimbursement for $299 product and $158 shipping charges. I will never purchase a large product from Amazon again. As the famed owner of Amazon has said, this company will eventually be replaced by something better! And I’m ready for it!
Items can be returned through January 31 and it was shipped a week before January 31 but Amazon received on February 5 due to shipping time. Will I receive a refund?
Was this last year or something? I think it needs to be postmarked and scanned by Jan 31
Has anyone returned a computer through Amazon that was made by or sold through a 3rd party? Were you able to return it if you used it and didnt like it?
Yes, I have.
Yes, they wanted a 50% restocking fee, plus I would have to pay shipping, with tracking. When I complained, the vendor said to keep it, and refunded 50%.
My grandson recently ordered 8 large bags of candy, not realizing that these were HUGE. The sealed bags came today and we were shocked at how large they were. When we looked into refunds/returns, they were not eligible for return. I can’t see on the website where to ask for a refund without return. In a way I understand, because it is food, but the bags were not opened. Any thoughts? I am going to look into this again tomorrow to see if I missed anything.
Call Amazon or start a live chat session and inquire as to why they can’t be returned. They might make an exception for you.
Start a live chat and ask for an exception.
Why should you get a refund without return? You received the product, although it was larger than expected.
I have several items I needed to return, that did not allow me to print a label at home, making me go to either UPS or Kohls. I started the return process, but it has now gone past the 30 day return window, but the QR code is still available to scan or print a label for the package to return in store.
My question is, if I returned these items would I still get my refund since it is outside the 30day window?
I’ve had the same problem. Start a live chat session and tell them you need the actual return label. They’ll email it to you.
I’ve been an AMAZON.COM customer since 1999. For the most part AMAZON.com is pretty good at honoring their return policy. It’s the third party sellers who ship their own product you must watch out for.
I was told to keep a $799 sink when the seller promised I’d get it overnight. I paid the super high overnight shipping fee too. I needed the sink to finish my bathroom project. Then the third party seller sent my item UPS GROUND!
Needless to say I was livid. The third party seller did not want to accept their responsibility for trying to cheat me. AMAZON.com stepped in on my behalf. I soon got an email returning my money and saying keep the sink. They had cost me more than $799 staying home and booking a plumber for a sink that was never there to be installed.
Nice, you got a free sink. Pretty good haul for a bit of inconvenience.
Not free, they had to pay for a plumber
My order was sent back to Amazon before it was delivered. Probably damaged. I received notice my card would be credited but will the reward points I used for this order be refunded too?
They SHOULD, if they aren’t, contact customer service
So I’ve had a couple of bad no customer service. First one was during the holidays I ordered a laptop backpack combo edit unbelievable deal but they excepted the payment Took the money out of my bank account and told me when the items were shipped a month and a half later because it did come from Amazon UK I’ll only received the backpack and not the laptop out of the combo and going back-and-forth with them they refused to provide the laptop at the original agreed Price. I told him they had a month and a half to contact me and tell me that it was a incorrect price listing or whatever the such they changed out the product page and try to eliminate it from being found and luckily I took pictures of everything still denied it. Over a dozen times of trying to speak to the proper person I’ve authority I was reassured that I could order the laptop at the same price I would get the laptop don’t worry about paying for it and that wasn’t on every interaction I had with them but still no laptop.
I’ve also had them deny my reviews for products and make claims that they go against the company guidelines like one of them was that it couldn’t show a logo of a product in the picture. No where was this found on their guidelines for posting a review and pictures and I also provided evidence of where they have numerous pictures with logos of the product it is being reviewed and also logos of other products that aren’t on there on listing page. Still denied the fact that they were making this all up and to put up the reviews that that I had provided.
Now onto this last incident, they told me that the last item that I returned was used damage not in its original package and that it went against their company policy for me too return an item that fit that description but yet when I looked at their policy it said nothing of the sort. And they also tried to tell me that oh I make frequent returns and and that is also against their policy. So for a good while I was looking for headphones or earbuds that would fit my ears I could not find a pair that fit good so naturally they’re going back and the item that they talked about that was damaged wasn’t damaged it was defective and it was a robot vacuum. I argued back that you know this definitely seems like it’s some harassment on your guys his part seen the other incidents I’ve had. They apologized and said no we just wanna make sure that that that your experience is the best that it can be and if there’s anything else that we could do two improve our jobs as a seller. I’m just like wow what a joke
After doing a live chat session to ask about what could be done about a gaming PC (purchased via 3rd party seller) that I had been having issues with coincidentally right after the 30 day mark (I stupidly didn’t think to return it at this time as I thought it was something that I was just doing wrong or overlooking due to my lack of knowledge of computers), and finally stopped working due to faulty hardware at month 7 after hardly even using it. I told the rep that I had tried contacting the manufacturer and seller but never got any responses from either and wanted to know if I could receive a partial refund at the very least as I had hardly used it.
Despite it being past the 30 day window, the rep that I spoke to approved the return request and emailed me a label. Shortly after I got a notification that my request had been approved by the seller, but then I received an email from the seller with the same “Please take this up with the manufacturer. If you attempt to return this, we will send it back to you” response. So I gave up and took it to Geek Squad for repairs but my mom apparently got it back before it could be fixed, printed the labels and shipped it. That was on the of 27th of august. I recently looked up the tracking information to see what was going on since I had not heard back from both Amazon or the seller, and saw that the PC had been delivered and received on the 9th.
It is almost October and I’m now without the PC and the $500 I paid for it. I just messaged the seller yesterday asking them to please get in contact with me as I now just wanted to know where the PC was, if they did in fact receive it, and if they were planning on sending it back to me like they said, mainly because 1. We just recently moved to a new state, and 2. Since it was returned without my knowledge, I still had a lot of work left on that PC and other personal information.(nothing important or super personal thankfully but still stuff that I’d rather not having floating around out there for anyone to access or potentially hack) At this point, I’m at a loss for what to do. Should I file an A-Z claim? I dont want to take advantage of anyone’s policies nor do I want to get the seller in trouble!
Great article thank you, but didn’t address my issue. Ordered 2 items beyond a value qualified for free shipping. Need to return one item which brings the other below the original order value. Will they deduct shipping for the retained lower value item because the higher value returned item enabled the free shipping?
No, I don’t believe they will.
I’m a seller- and in so sick of people buying my garment, wearing it for one day- and returning it- damaged.
Refusing to accept returns on an account is false, legally they must provide returns on products within 30 days if it is not disclosed within the posting of a product as final sale.
They can however refuse your business in the future by banning the account at some point
So when it says must be returned in original packaging and more than one item came in that package; one for a Christmas gift. If I send the one back now and the second does not fit; I have already sent the original package away. Correct?? Now what? Do I have to hold the return of the first item until after Christmas when I will know if it needs to be returned as well?
I’d call and ask Amazon, I’ve returned items without originally packaging before with no problems, but it’s smart to ask ahead of time.
Pretty pathetic to lay out a guide for how far buyers can push the line on abusing Amazon policies.
“Amazon will send you a warning notice via email first.”
“if you start a live chat and initiate the return that way, you stand a great chance of NOT having to paying return shipping fees.”
Blogs like this encourage abusive behavior. No fair and honest seller appreciates BS like this. Abuse for sellers on Amazon is already rampant enough without people like you throwing fuel on the fire. Most 3rd party sellers are small time earners, not multi million dollar businesses. Pretty damn sad some low rate blogger casually wants to help screw over thousands of sellers for content
I have a coffee maker that I didnt notice was damaged but working until over 30 days of recieving it. I no longer have the original box it came in, can I return it for a replacement?
Start a live chat with Amazon and ask. My guess is they’ll take it back.