To ensure a consistent experience for customers, Handmade Makers must match or exceed Amazon’s return policy, which states you must accept returns within at least 30 days of receipt of purchase.
An exception to this policy is items offered with customization options, other than size and colour, that are configured, personalized, or inscribed, such as engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. Go to Customized products below for additional details.
The table below shows examples of listings and how the return policy is applied.
Standard return policy applies:
In this example, the listing offers no customization options and returns must be accepted for return within 30 days of receipt of purchase by the customer.
Standard return policy applies:
In this example, the customer is asked to choose only size and colour options and must be accepted for return within 30 days of receipt of purchase by the customer.
Note: Size and colour options are just examples. Other generic options may be presented; For example: finish, lengths, even selecting an initial.
Standard or Customized Product policies can both apply, depending on what the customer ordered.
In this example, if the customer does NOT select the optional engraving option, the item must be accepted within 30 days of receipt of purchase by the customer.
If, however, the buyer requested engraving on their item, the item is required to be accepted for return only if there was a misspelling or other error in the configuration, inscription, or design that was not the fault of the customer, the item arrives damaged, or the item is materially different than what was ordered.
Customized products are configured, personalized, or inscribed, such as engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. A-to-z Guarantee claims for these items require notification to you that the customer wants to return the item within 14 days of receipt of shipment. In addition:
Processing a return
For information related to managing returns, including guidelines and FAQs, go to Manage seller-fulfilled returns.
A-to-z Guarantee claims for products sold by Handmade Makers are subject to Amazon’s standard A-to-z Guarantee policies; however, items that are ordered/sold with optional customization options, other than size and colour, are not subject to these policies. Go to Customized products above for additional details.
The following help topics provide additional information related to standard A-to-z Guarantee claims:
You must provide a return address within Canada or pay for return shipping to an international address, either by providing a pre-paid return label or by refunding the return international shipping costs.
For additional information on international returns, go to Important information for international sellers.
If the buyer disputes the delivery or condition of the item received, or receives the wrong product, they will be asked to contact you to resolve the issue. If the issue is not resolved with you directly, the buyer will have the option to file an Amazon A-to-z Guarantee claim.
A refund should be processed after you receive a return from a buyer or you make arrangements to refund a purchase. You are not required to issue a refund until the item is returned to you for inspection.
You can issue full or partial refunds via the Manage Orders tool.
If a customer returns a product, you have the right to charge a restocking fee based on the reason for return, which is a percentage of the item’s price according to the Guidelines for charging restocking fees.
You can decide the terms under which customers can return products or cancel items that are customized or made-to-order.
If you have already confirmed an order as shipped, you can authorize the return request in Manage Returns.
Go to Order cancellations for additional details on how cancellations can impact your account health.