This document covers the general quality
requirements for a product to be eligible for sale on Amazon Renewed. The requirements
outlined below are intended to serve as a minimum required quality bar across all Renewed
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:
Permitted products
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All Renewed products must be capable of being repaired and tested to look and work like new. Repair capability means that products must have components that can be replaced and/or upgraded to work and look like new.
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Product inspection and testing
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Each product must be inspected, repaired (if applicable), cleaned and tested to function and look like new.
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Any refurbishing operation will only utilize Original Equipment Manufacturer (OEM) parts. Such parts can be new or refurbished to a like-new condition (with the exception of Apple for which no harvested parts can be used – see Appendix B.1).
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No signs of cosmetic damage (scratches, dents, etc.) should be visible when the product is held 30 centimeters away.
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No dead or stuck pixels should be present on products that contain displays. Displays should illuminate like the new equivalents, with no signs of dimming.
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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.
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When present, batteries must have a capacity that exceeds 80% of the new equivalent.
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Where applicable, products must be restored to their original factory settings and must be fully unlocked for use.
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Where applicable, products must be upgradeable to the latest firmware supported by the OEM.
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Accessories
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Products must include all accessories that come with a new equivalent (see Appendix A and B for any
exceptions).
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Accessories may not be sold as standalone ASINs.
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Only OEM accessories will be utilized. The accessories can be new or refurbished to a like-new condition (see Appendix A and B for any exceptions). Consumable accessories (for example, air and water filters, brushes, strings, etc.) must be in new condition.
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Where applicable, wall plugs must be
compatible to the region where the product is sold. Adapters are not allowed as an
alternative.
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Products that come with a remote
control should have a remote control that is already paired with the receiver.
Alternatively, the package must contain an instruction manual on how the customer
can pair the remote with the receiver and troubleshoot communication issues.
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Instruction Manuals
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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.
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Original instruction manuals must be
included where required by law.
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Safety instructions must be included where
required by law.
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End User Data
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Seller must perform a complete forensic
destruction of all personally identifiable information (PII) and all other data that
originated with or related to an end user contained on or in any hardware, software,
or media component of each product before sale. Examples of such end user data
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
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Any end user data 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.
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Packaging
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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 envelope.
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Packaging must be clean and free of any damage, markings and non-product related
labels and stickers.
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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.
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Products and accessories must be
compartmentalized and must not be in direct contact with each other. They will be
secured and not able to move inside the box during handling and shipping.
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Product packaging must successfully
pass drop-tests based on widely adopted standards like those of
the International Safe Transit Association (ISTA).
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All 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. Product Sourcing & Distribution. As per
Amazon’s policy on parallel imports (Refer to Europe Tax and Regulatory
Considerations), all Renewed products must be authorized for sale in the European
Economic Area (EEA) and/or the United Kingdom (as the case may be). Sellers listing products
sourced outside the EEA and/or the UK (as the case may be) must seek expert legal advice and
make sure the rights owner does not object to such parallel import.
C. Quality Controls and Enforcement
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Seller Quality Management System (QMS)
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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.
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Performance Monitoring
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To help ensure compliance with the Amazon Renewed Global Quality Requirements,
sellers must meet the following performance metrics:
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Order Defect Rate < 0.8% and Average
Product Rating > 3.70
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Renewed Quality Score (RQS) > 98% (seller level). Details on guidelines,
expectations and enforcement mechanisms can be found on Seller Central. Once
approved to sell on Amazon Renewed, you can access your RQS and Average
Product Rating reports here.
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Amazon Renewed reserves the right to conduct
test buys to ensure compliance with the program's requirements. Products
purchased for this purpose will be returned to the seller as per the regular returns
process and will not affect any performance metrics.
Appendix C: Amazon Renewed Guarantee
All Renewed Products, with the exception of Amazon Devices (for example: Echo, Fire), are
covered by the Amazon Renewed Guarantee, which will be honored by you. In addition, you are
allowed to offer your own guarantee on a voluntary basis to the customer (“Voluntary
Guarantee”). Amazon is not responsible for any claim related to Voluntary Guarantees you may
offer.
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Conditions:
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All Renewed products, with the exception of Amazon Devices (for example: Echo,
Fire) sold in the Amazon Renewed store are part of the Amazon Renewed
Guarantee.
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Merchant Fulfilled Network (MFN) sellers must opt in to prepaid return mailing
labels within Seller Central to make their Renewed products listings eligible for
the Amazon Renewed Guarantee. Lack of compliance may result in the removal of Amazon
Renewed selling privileges.
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Fulfillment by Amazon (FBA) sellers are automatically eligible for the Amazon
Renewed Guarantee.
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The provisions concerning claims under the A-to-z Guarantee set forth under your
Amazon Services Europe Business Solutions Agreement will apply to claims under the
Amazon Renewed Guarantee.
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Type of coverage:
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If the product does not work as expected, Renewed customers will be able to access
Amazon’s "Talk to the Expert" support team.
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If the "Talk to the Expert" support team does not fix the issue or if a customer
continues to not be satisfied with the product, Renewed customers will have the
right to return the defective product and receive either:
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a replacement unit of the same model, color, and version of the originally
purchased unit, if one is available, or
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a refund.
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Theft, accidental damage, and problems associated with software or data loss are
not covered under the guarantee.
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Period of coverage: The Amazon Renewed Guarantee will be valid for one year
after a customer’s receipt of a Renewed product sold in a European Amazon Renewed
store.
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Amazon Renewed Program Insert: Every Renewed product must come with the Amazon
Renewed Program Insert, which contains general information about the Amazon Renewed
program and Amazon customer service contact information. You can find the link to
download the Amazon Renewed Program Insert template under the Amazon Renewed help
page.
Note: Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affect the
consumer's rights under the
A-to-z Guarantee.
Appendix D: Catalog Requirements
Renewed sellers must comply with the following Renewed catalog requirements in addition to the product detail page rules:
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Renewed Product Listing
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Renewed products must be listed under the original brand of the product offered. You cannot use your seller name under the product’s brand attribute.
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You are not allowed to include references to a seller name or a seller brand on the Product Listing (detail) page. This applies to the main content as well as the product title, description, bullet points, pictures, or any other place on the detail page. Content will only contain references to the original brand of the product.
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You are not allowed to include content that refers to warranty terms or processes that are different from the Renewed Warranty Requirements.
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Listing in bundles (such as a mobile device with a protective case) is not permitted.
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Renewed ASIN creation
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You are not allowed to create multiple ASINs for the same Renewed product.
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To create a Renewed ASIN you will use the Renewed ASIN Creation tool. When an equivalent New ASIN is not available and requires you to create a new Renewed ASIN manually, you must indicate the term “(Renewed)” in parentheses in the suffix of the title.
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You are not allowed to create new Renewed Apple ASINs. If you need a Renewed Apple ASIN that is not already in the Renewed Catalog, you must request creation through Selling Partner Support.
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Listing Restrictions
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All Renewed products must be capable of being repaired/refurbished and tested to look and work like new in accordance with our Amazon Renewed Program Terms. Repair/refurbish capability means that products must have electrical and/or mechanical components that can be replaced and/or upgraded to new or like-new condition.
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To ensure a positive customer experience, Amazon will remove any products from Amazon Renewed that are not capable of being repaired/refurbished, pose a hygienic or safety risk or violate any other Amazon policies.
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Below is a list of permitted products:
Allowed Products |
Air Conditioners |
Audio Receivers & Amplifiers |
Blu-ray & DVD Players |
Cameras |
Car Stereos, Security, Video & Radar Detectors |
Chain Saws, Pole Saws & Log Splitters |
Chippers, Shredders & Mulchers |
Dehumidifiers |
Digital Antennas |
Digital Musical Instruments |
Electric Ceiling Fans |
Electrical Floor Cleaning Devices |
Embroidery Machines |
Fitness Machines |
Fitness Watches |
Generators |
GPS Devices |
Graphing & Scientific Calculators |
Headphones |
Headsets |
Heaters |
Home Stereo Equipment |
Home Theatre Systems |
Irons |
Kitchen Appliances |
Lawn Mowers, Hedge Trimmers & Edgers |
Media Players |
Microphones |
Monitors |
Outdoor Blowers & Vacs |
PC Drives and Graphics Cards |
PC Keyboards, Mice, Gamepads & Webcams |
PC Motherboards |
PC Networking Equipment |
PC Power Supply |
PC Processors |
PC Servers |
PCs |
Phones |
Pneumatic Tools |
Portable Media Players |
Power Tools, Power Drills & Power Saws |
Pressure Washers |
Printers |
Projectors |
Refrigerators |
Scanners |
Security Cameras & Systems |
Sewing Machines |
Shredders |
Smartwatches |
Snow Throwers |
Sound & Recording Equipment |
Soundbars |
Speakers |
Tablets |
Televisions |
Thermostats |
Universal Remote Controls |
Vacuums |
Video Cameras |
Video Game Consoles |
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Pricing
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Customers expect Renewed products to cost less than their New equivalents. Renewed products must be priced with a minimum 5% discount from the current featured offer on New Equivalent ASIN on Amazon. Any Renewed offers that do not meet such requirement 1) will not be eligible to be the featured offer on the product detail page, 2) may be removed from the Amazon Renewed catalog, and/or 3) may lead to permanent loss of selling privileges for the relevant ASINs.