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This article applies to selling in: Canada

FBA customer returns policy

With FBA, Amazon provides fulfilment and customer service for your orders, including processing customer returns. We use Amazon's customer returns policies to determine if a purchased FBA item is eligible for return. To ensure a great customer experience, we may accept returns beyond the timeframe stated in these policies.

Refunds

A refund is a customer credit for all or part of the cost of a purchased item. In some cases, we issue customers a “returnless refund”. This means that the customer is not required to send the item back to the fulfilment centre. Some items that are not eligible for return may be eligible for a refund.

Returns

A return is an item a customer sends back to a fulfilment centre. We evaluate the condition of each returned item. If we determine that the item is sellable, we return it to your inventory. If we determine that it is unsellable (defective or damaged, for example), we assess who caused the damage (Amazon or the customer). Then we decide if you are eligible for a reimbursement.

A returned item is classified as unsellable for the following reasons:

  • The item is not in the same condition as previously listed.
  • It is defective, damaged, opened, lacking required labelling, prohibited or otherwise unsuitable.
  • This includes items that may pose a health or safety risk to our associates, or to the next customer who buys it. This may include, but is not restricted to, consumables, personal care products and products with expiry dates.

If a returned product has non-volatile internal memory (for example, a digital camera) and there is evidence of use, we mark it as unfulfillable. If such items are returned, you must clear the memory of the device.

For returned items that you ask us to send to you, you can use the LPN label on a returned item to find information using the FBA customer returns report. If you use the manufacturer barcode to track your inventory, this information may not be available.

For items in your inventory categorized as Defective or Customer Damaged, you must submit a removal order within 30 days after the returned item arrives at the fulfilment centre. You can also request that we return or dispose of this unsellable inventory automatically. For more information, see Remove inventory (overview).

Returns time frame

In most cases, customers can request to return an item within 30 days of receiving it. Amazon may make case-by-case exceptions and accept return requests beyond 30 days of receipt.

In most cases, if an item does not arrive at a fulfilment centre within 45 days of the return request, we will charge the customer and credit your account for the item.

Extended returns timeframe

Amazon’s returns policy allows customers to return eligible FBA baby items in new, unopened condition without charge if they return the items within 90 days of receiving them. Amazon pays for the return shipping at no cost to you. This policy does not apply to Multi-Channel Fulfilment (MCF) orders.

Customers can return eligible items shipped during November and December until the end of January. For more information, see the Holiday Ordering and Deadlines for the US

Automatic disposal of returned items

Some returned items are disposed of immediately in order to protect customers, fulfilment centre associates, carriers and you. For example, items are disposed of when they pose a safety hazard, a health hazard, or a liability risk.

Examples of returned items that will be disposed of immediately include:

  • Some items regulated as dangerous goods
  • Broken glass
  • Opened items from the Personal Care and Sexual Wellness category
  • Consumables
  • Expiry-dated products
  • Baby items

Reimbursements

When Amazon refunds a customer for your FBA order, we debit your seller account for all or part of the refund value. In some cases, for example, when an item is lost or damaged when under Amazon’s control, you may be eligible for a reimbursement for refunds on your FBA orders.

When can you expect a reimbursement for a refund on an FBA order?

If a customer is refunded for your item, but the item is not returned to an Amazon fulfilment centre within 45 days of the refund, in most cases, we will charge the customer and reimburse you.

If a customer does return your item to an Amazon fulfilment centre within 45 days of the refund, we will determine the condition of the returned item.

If a returned item is in a sellable condition, we will return the item to your inventory and not reimburse you. If a returned item is an unsellable condition, we will determine who is responsible for the condition. When we do accept responsibility for an unsellable return, we will reimburse you and will not add the item back to your inventory.

Amazon does not accept responsibility nor reimburse for returned items that are damaged by a customer, subject to recall, are defective or in violation of Amazon policies, or other similar reasons. We add these items to your unfulfillable inventory when they are returned.

Important: Amazon does not reimburse for refunded items that cannot be returned by customers per our returns policy, unless it is for a reason for which we take responsibility.
Important: Amazon will not reimburse you for any refund that you issue directly to a customer.

Reimbursement value

A reimbursement is a credit we issue to you for all or part of the value of a refund. If an item is refunded on your FBA order, we will reimburse you for the refund related to the proceeds of the sale of the item minus applicable FBA fees.

Selling on Amazon and FBA fees

FBA credits your account for all or part of the Selling on Amazon referral fee and, where applicable, the variable closing fee for a returned item. We do not reimburse you for applicable FBA fees. For more information, see Selling on Amazon Fee Schedule.

Restocking fee

In some cases, (for example, when a returned item has been opened) we may charge the customer a restocking fee. If so, your account is credited in the amount of the restocking fee. However, you do not receive a restocking fee credit if we take responsibility for the condition of the returned item and have issued you a reimbursement.

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