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This article applies to selling in: Canada

Amazon Renewed Quality Policy for North America

This Policy page covers the general quality requirements for a product to be eligible for sale on Amazon Renewed. The outlined requirements 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. Any marketplace-specific requirements are noted in Appendix C and will supersede category-specific requirements, general quality requirements, and brand requirements.

For EU Quality Policy, see Amazon Renewed Program Terms.

A. General product quality requirements. All Renewed products must meet the following requirements:

Permitted products

  • All Renewed products must be capable of being repaired/refurbished and tested to look and work like new in accordance with our Quality Policy. Repair/refurbish capability means that products must have electrical or mechanical components that can be replaced or upgraded to new or like-new condition.
  • You can find a list of permitted products and more details on our listing restrictions by viewing the Amazon Renewed Program Policies.


  1. Product inspection and testing
    • Each 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 or 30 centimetres away.
    • 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.
    • Any markings on external surfaces of the product must be intact (e.g. product logo). No additional markings (e.g. supplier logo, engravings, etc.) are allowed.
    • When present, batteries must have a capacity that exceeds 80% of the new equivalent.
    • Where applicable, products must be restored to their original factory settings and must be fully unlocked for use.
    • Where applicable, products must be upgradeable to the latest firmware supported by the OEM.
  2. Accessories
    • Products must include all accessories that come with a new equivalent .
    • Accessories cannot be sold as standalone ASINs.
    • Accessories may not be sold as standalone ASINs.
    • 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 of this document. Consumable accessories (for example, air and water filters, brushes, strings, etc.) must be in new condition.
      1. For Apple products please see Appendix B.1 at the bottom of this document.
    • Where applicable, wall plugs must be compatible to the region where the product is sold.
    • 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.
  3. Instruction Manuals
    • 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.
    • Original instruction manuals must be included where required by law.
  4. End User Data
    • 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.
    • 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.
  5. Packaging
    • The product must be packaged either in a new cardboard box or in the original packaging. No mailing and padded envelopes will be used.
    • 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, labelling must be applied on at least two sides of the package, explicitly identifying the product as "Renewed", "Refurbished", "Remanufactured" or other applicable derivative.
    • 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.
    • Every Renewed product must come with the Amazon Renewed Program Insert, which contains general information about the Renewed program and Amazon customer service contact information. To find the design template and file to download and print, see Amazon Renewed Program Insert.
      1. Amazon grants you a revocable, non-exclusive, non-transferable, non-assignable limited trademark license for the sole purpose of printing and distributing the Amazon Renewed Program Insert as contemplated by this policy. You agree that Amazon and all related marks are trademarks of Amazon.com, Inc., or its affiliates, and you will do nothing inconsistent with that ownership. All goodwill arising from use of the Amazon trademarks in the Amazon Renewed Program Insert will inure solely to Amazon’s benefit. Amazon may revoke this license at any time. Upon revocation of this license or termination of your participation in the Amazon Renewed program, you shall immediately cease and discontinue all further use of the Amazon Renewed Program Insert and all Amazon trademarks.
    • Product packaging must successfully 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).
    • 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 labelling.

B. Guarantee/Warranty. When available in the marketplace, Renewed products will be covered by the Amazon Renewed Warranty Policies and you will be responsible for any claims under the Guarantee. See Appendix C for specific marketplace requirements pertaining to required coverage.

C. Quality Controls and Enforcement

  1. 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.
  2. Performance Monitoring
    • To help ensure compliance with the Amazon Renewed Global Quality Requirements, sellers must meet the following performance metrics:
      • Order Defect Rate < 0.8%
      • Renewed Product Review Score > 3.5
      • % of Negative Reviews (1- and 2-star reviews) over Orders < 1.0% (as a percentage of all orders)
      • Renewed Quality Return Rate < 7.0% (returns for product quality reasons as a percentage of all items shipped).
      • Sellers overall Average Product Rating (APR) should be > 4.0.
      • Once approved to sell on Amazon Renewed, you can access your Renewed metrics here report on the Renewed Quality Score (RQS) Report.
    • 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 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 said privileges.
    • 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.

Appendix A: Requirements by Product Category


  1. Wireless
    • All devices must undergo diagnostic tests with the use of external applications in order to ensure functionality and data sanitization. Said devices must be restored to their original factory settings.
    • All devices must undergo IMEI checks to ensure that they are not blocklisted or stolen. Sellers must maintain IMEI check records and traceability to mobile wireless phone test records, as an output from the use of diagnostic test software, for at least 180 days to support periodic inventory and order-level audits
    • Headphones and SIM cards are not mandatory accessory inclusions.
    • Any device that requires a SIM card must carry a SIM removal tool (original or generic).
    • While highly encouraged, the use of OEM accessories like cables and wall chargers is not required. Generic accessories are permitted to meet the requirements under Paragraph A.2.
      1. For Apple brand, see Appendix B.1.
    • Screen protectors must be used whenever the screen could be in direct contact with any other item in the box. Screen protection should come in the form of device seal wraps that can be removed upon unboxing, not tempered glass / liquid screen protectors that remain attached to the device.
    • Smartphones with a built-in, mandatory camera shutter sound will not be permitted to be sold on Amazon Renewed (for example, smartphones originating from Japan or South Korea).
    • All products must fully work in the marketplace in which they are listed. This includes, but not limited to, wall plugs, charger voltage and frequency, cellular connectivity on all bands (including 4G, LTE and 5G), and ability to set the product to the language of the country, if applicable.
  2. Personal Computers
    • All Microsoft laptops, tablets and PCs must be equipped with authentic software licenses sourced from a Microsoft Authorized Refurbisher or OEM. All devices should have a Genuine Microsoft Label, Genuine Microsoft Refurbisher Label, or Certificate of Authenticity affixed to the device. Proof of license authenticity via invoice is required upon request.
    • Vinyl skinning, if used, must be applied without any visual blemishes to the skin (including air bubbles and peeling edges). The skin should not visually appear to be crooked.
    • Accessories like keyboards and mice, when bundled with the personal computer, can be generic.
    • During packaging, monitor screens must be separated from their base and any other attachments, when possible.
    • All laptops, tablets and PCs, operating on CHROME operating system, must come pre-installed with a CHROME operating system that is supported by Google. All CHROME devices must be eligible for Auto Update Support for at least one year in order to be listed on Amazon Renewed. Sellers must consult the list before listing a CHROME device on Amazon Renewed.
  3. Printers and Cartridges
    • Printing cartridges must be removed from the printer and placed inside a sealed plastic bag to prevent ink or powder from leaking into the box.
    • Moving parts such as doors and print heads must be taped and secured during transit. External paper trays must be disconnected and packed separately.
    • Sales of Renewed ink and toner cartridges (remanufactured, refurbished, refilled or other derivative) will not be allowed under stand-alone ASINs.
  4. Small Kitchen Appliances
    • Food processing products will only contain material that is safe, non-toxic and FDA compliant. All surfaces that could be in direct contact with food or liquids must be cleaned and sanitized in accordance with the National Sanitation Foundation (NSF) standards or other applicable local regulations and standards.
    • Upon cleaning and prior to packaging, all products must be thoroughly dried. Products containing liquid tanks (e.g., espresso machine boilers, tea kettles, etc.) must be drained in full.
    • No external stains or signs of calcified water should be visible on any of the external surfaces, when the product is held 12 inches or 30 centimetres away.
    • Moving parts such as doors, trays and containers must be taped and secured during transit.
  5. Power Tools, Lawn and Garden Equipment
    • Products under these categories might be sold without their accessories, as long as this is clearly communicated through the Amazon product listing page.
    • Petrol-operated products must be fully drained and wrapped in plastic bags in order to avoid any leaks and contamination within the package.
  6. Video game consoles
    • Gaming consoles must be tested for overheating and ensure full functionality of the optical disc drive or cartridge slot, and of all input and output ports (for example: A/C power, video, gaming controller, memory card).
    • Remote controller buttons, joysticks and connectivity (both wired and wireless) must be fully functional. Remote controllers sold in bundles must be pre-paired with their gaming console.

Appendix B: Requirements by Brand


  1. Apple
    • For iPhone products, Apple-branded (OEM) Lightning to USB charging cables and wall chargers will not be permitted. For iPad products, Apple-brand (OEM) Lightning to USB charging cables will not be permitted. For these restricted accessories, only generic accessories that are purchased directly from an approved list of authorized brands will be permitted. The approved brands: Mophie, HyperGear, Anker, Sharkk, Aduro, Amazon Basics, Syncwire, Acellories, AWANTA, Verizon, AT&T, T-Mobile, Scosche, Griffin, Satechi, Nomad, mWorks!, Premier Accessory Group, Vibrant, Airlink, Naztech, and Energizer.
    • All generic charging cables must be Mfi ('Made for iPhone') certified and all generic chargers must be UL (North America) or CE (Europe) safety certified, accompanied with a card or sticker inside the packaging stating that:
      • The included cable is Mfi-Certified to be compatible with Apple devices.
      • The included charger is UL (NA), CE (for EU), or GITEKI (for JP) safety certified.
      • The included charger is PSE safety certified
    • As part of the restoration to original factory settings, under Paragraph A.1.g., the “Find my iPhone” (or equivalent feature) must be disabled from all devices.
    • While continuing to adhere to bullet point 1 above, accessories and parts like chargers, charging cables, headphones, and batteries can be included with Renewed iPhones. However, they must not be sold separately under standalone ASINs.
    • Initially received units for processing and resale must show no signs of previous tampering with the device.
    • The use of harvested or refurbished Apple batteries is not allowed, for any of the Apple product categories. Any potential battery swaps will require the use of new Apple batteries only.
    • The Amazon Renewed store will support only the following Apple iPhone models: iPhone 7/7 Plus, iPhone 8/8 Plus, iPhone X, iPhone XS/XS Max, iPhone XR, iPhone 11, iPhone 11 Pro/11 Pro Max, iPhone SE 2nd Generation, iPhone 12/12 Mini, iPhone 12 Pro/12 Pro Max, iPhone 13/13mini, and iPhone 13 Pro/Pro Max. The Amazon Renewed store will support only Apple fully unlocked, GSM unlocked or devices locked to the following carriers: Verizon, T-Mobile and AT&T.

Appendix C: Marketplace-specific requirements


  1. United States
    1. Renewed Guarantee:
    2. All Renewed products sold in the United States, with the exception of Amazon Devices (for example, Echo and Fire), are covered by the Amazon Renewed Guarantee, which will be honoured by all sellers. In addition, sellers are allowed to offer their own guarantee on a voluntary basis to customers (“Voluntary Guarantee”). Amazon is not responsible for any claim related to Voluntary Guarantees that a seller may offer.
    3. Conditions:
      1. All Renewed products, with the exception of Amazon Devices (for example, Echo and Fire), sold in the Amazon Renewed store are part of the Amazon Renewed Guarantee.
      2. Merchant Fulfillment Network (MFN) sellers must opt in to pre-paid return mailing labels within Seller Central to make their Renewed product listings eligible for the Amazon Renewed Guarantee. Lack of compliance can result in the removal of Amazon Renewed selling privileges.
      3. Fulfilment by Amazon (FBA) sellers are automatically eligible for the Amazon Renewed Guarantee.
      4. The provisions concerning claims under the A-to–z Guarantee set forth under the Business Solutions Agreement will apply to claims under the Amazon Renewed Guarantee.
    4. Coverage:
      1. A satisfaction guarantee – if customers are unsatisfied with their purchase (including the product not working as expected), they can return the product within 90 days of receipt of their original purchase and will be offered a full refund or a replacement. You may not transfer any restocking or return shipping costs to customers. Theft, accidental damage and tampering with the device are not covered under the guarantee.
    5. Process:
      1. If the customer is not satisfied with the product, Renewed customers will be able to access Amazon’s “Talk to the Expert” support team.
      2. If technical troubleshooting 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 product within 90 days of receipt of their original purchase and receive (as per customer’s choice).
      3. A replacement unit of same model, colour, and version of the originally purchased unit, if one is available; or a refund.
    6. A-to-Z Guarantee
      1. Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affect the consumer’s rights under the A-to-Z Guarantee.
  2. Canada
    1. Warranty
      1. All Renewed products must come with the following warranty terms, to be honoured and administered by the manufacturer, refurbisher, reseller, or third-party provider: Type of Coverage:
        1. The warranty will cover any defects that arise over the period of coverage.
        2. The customer has the right to return a defective product and receive a replacement product without incurring any shipping or material handling fees.
        3. Warranty obligations will not apply to defects caused by insufficient maintenance or improper installation, operation and use by the owner.
        4. Period of Coverage: The minimum required warranty period must be at least 90 days from the date of sale.
        5. Warranty information must be included in each package, with warranty contact details.
        6. Products that are sealed and contain adequate warranty terms and information by the manufacturer or refurbisher of record, will not require any further action.
      2. A-to-Z Guarantee
        1. Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affect the consumer’s rights under the A-to-Z Guarantee.
    2. In general, all wireless devices must be approved by Innovation Science Economic Development Canada (“ISED”) and issued a valid certification number.
    3. Products must be packaged and labelled in accordance with Canadian law which requires, among other things, French and English.
    4. All products must meet the applicable requirements of Canadian law, including but not limited to the Canada Consumer Product Safety Act (“CPSA”) and regulations.
  3. Mexico
    1. Warranty: All Renewed products must come with the following warranty terms, to be honoured and administered by the manufacturer, refurbisher, reseller, or third-party provider:
      1. Type of coverage:
        1. The warranty will cover any defects that arise over the period of coverage.
        2. The customer will have the right to return a defective product and receive a replacement product without incurring any shipping or material handling fees.
        3. Warranty obligations will not apply to defects caused by insufficient maintenance or improper installation, operation and use by the owner.
        4. Period of coverage: The minimum required warranty period must be at least 90 days from the date of sale.
      2. A-to-Z Guarantee
        1. Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affect the consumer’s rights under the A-to-Z Guarantee.
  4. Europe
    1. For more information, see Amazon Renewed Program Terms.

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