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This article applies to selling in: Canada

Amazon Renewed Global Quality Policy

This document covers the general quality requirements for a product to be eligible for sale on Amazon as Renewed. The requirements outlined below are intended to serve as a minimum required quality bar for all 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:

  1. Product
    • 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 away.
    • No dead or stuck pixels should be present on products that contain displays. Said 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.) will be 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.
    • 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 (Product section) of this document.
    • Where applicable, wall plugs must be compatible to the marketplace region where the product is sold.
  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.
  4. Personally Identifiable Information (PII)
    • Products will be free of any PII before being circulated for sale. Examples of PII 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 PII 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
    • 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.
    • 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, labeling 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 secured to ensure they are not be in direct contact with each other and do not move inside the box during handling and shipping.
    • Product packaging must 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 shipments 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. Warranty. All Renewed products must come with the following warranty terms, to be honored and administered by the manufacturer, refurbisher, reseller or third-party provider:

  1. Type of Coverage
    • The warranty will cover any defects that arise over the period of coverage.
    • The customer has the right to return a defective product and receive a replacement product without incurring any shipping or material handling fees.
    • Warranty obligations will not apply to defects caused by insufficient maintenance or improper installation, operation and use by the owner.
  2. Period of Coverage: The minimum required warranty period varies by region:
    • North America - must be at least 90 days from the date of sale.
    • Europe - must be at least one year from the date of sale.
    • India - must be at least six months from date of sale.
  3. Representations
    • Warranty information must be included in each package, with warranty contact details.
    • Products that are sealed and contain adequate warranty terms and information by the manufacturer or refurbisher of record, will not require any further action.
    • Products that are not already sealed with adequate warranty information inside the package, will be required to include an Amazon Renewed warranty card. Design templates for the warranty cards are provided in the Amazon Renewed Seller Acceptance email.

Renewed products covered by the Amazon Renewed Guarantee will not be subject to the warranty terms above. Products currently covered under the Amazon Renewed Guarantee include cell phones, GPS devices, wearables (e.g. smart watches), Bluetooth speakers and headphones, car audio devices and phone accessories sold in the US marketplace only.

C. Quality controls and enforcement

  1. Seller Quality Management System (QMS)
    • The seller must 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:
      • Perfect Order Percentage > 85%, Order Defect Rate < 0.8% and Product Review Score > 3.5.
      • Renewed Quality Score (RQS) > 98% (seller level). Details on the RQS guidelines, expectations and enforcement mechanisms can be found on Seller Central.
    • 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 Global 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.

For any questions and clarifications, please contact your Amazon representative or reach out to us via Seller Support.

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.
    • 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.(Accessories).
    • Screen protectors must be used whenever the screen could be in direct contact with any other item in the box.
    • Smartphones with a built-in, mandatory camera shutter sound will not be permitted to be sold on Amazon Renewed (e.g., smartphones originating from Japan or South Korea).
  2. Personal Computers
    • All Microsoft laptops, tablets and PCs must be equipped with authentic software licenses, as evidenced by the availability of a Genuine Certificate of Authenticity (COA).
    • 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.
  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 away.
    • No external stains or signs of calcified water should be visible on any of the external surfaces, when the product is held 30 centimeters 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. Ceiling Fans, Garage Door Openers
    • Products under these categories that come with a remote control must have a remote control that is already paired with the receiver.
    • Alternatively, the package must contain an instruction manual on how the end user can pair the remote with the receiver and troubleshoot communication issues. The same requirements will apply to all other products that come with a remote control.
  7. Softlines
    • Garments, fabric and shoes shall have no signs of untrimmed threads and missing stitches when the product is held 12 inches away.

Appendix B: Requirements by Brand

  1. Apple
    • Generic accessories are permitted if original accessories are not available. However cables must be Mfi ('Made for iPod') - Certified cables, and chargers must be UL (North America) or CE (Europe) safety certified.
    • As part of the restoration to original factory settings, under Paragraph A.1 (Product), the 'Find my iPhone' (or equivalent feature) must be disabled from all devices.
    • If generic accessories are provided for an Apple product, the product must include 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) or CE (for EU) safety certified.
    • Accessories and parts like chargers, charging cables, headphones and batteries can be included with Renewed iPhones however, 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.
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