Sellers agree to accept customer returns for all Prime items in accordance with the Amazon Returns Policy.
You are required to make sure customers have a pre-paid label to return the item if they wish to do so. If you use Chronopost, you need to provide the pre-paid label to the customer. For details, see the help page “Return and Refund Process for Seller Fulfilled Prime”.
Amazon may make case-by-case exceptions to the returns policies, including accepting returns for Prime items fulfilled by sellers past the stated return window.
|Item||Policy or requirements|
|General return expectations||Buyers requesting to return a Seller Fulfilled Prime item within the Amazon Return Policy will have their return approved immediately. They receive a pre-paid return mailing label.|
|Return window||The standard return window is 30 days. For all purchases made between November 1 and December 31 (holiday season), the return window is extended until January 31 of the following year.|
|Refund responsibility||The primary responsibility to refund the customer lies with the seller. If a customer contacts Amazon Customer Service because a refund has not been issued in time, Amazon Customer Service may at its sole discretion refund the buyer, and the seller may be charged for such a refund.|
|Refund amount||Generally, a full refund must be granted to the customer when a Seller Fulfilled Prime item is returned, subject to the following exceptions: For items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to a seller error, sellers may deduct up to 50 % of the item price.|
|Delivery refunds||If customers complain of not receiving delivery of a Prime item even if the package tracking information indicates it was "delivered," they should be directed to Amazon Customer Service.|
|Charges for the return shipping label||Sellers will be responsible for the cost of return shipping labels, including Hazmat labeling where required, for all Prime items except as outlined in "Charges for the Return Shipping Label“ on the Returns and Refunds Process page.|
|Refund processing time||All returned Prime items must be processed and refunded within two business days of the item arrived in the seller's warehouse.|
|Customer returns exceptions||To ensure a great customer experience, Amazon may make case-by-case exceptions to return policies, including accepting returns for Prime items past the stated returns time frame on the seller's behalf. Such returns must be processed according to the requirements of this program.|
If you are found to not follow the returns policy or the returns and refunds process as described, then Amazon may suspend you from participation in Seller Fulfilled Prime.