This article applies to selling in: Australia

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 time-frame 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". In other words, they are 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. 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.
  • The item may pose a health or safety risk to our associates, or to the next customer who buys it. Examples of these items may include, but are not restricted to, consumable products, personal care products, and products with expiration 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 arrange for the memory of the device to be cleared.

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 categorised as defective or customer-damaged, you must submit a removal order within 30 days after the returned item has arrived at the fulfilment centre. You can also request that we return or dispose of your unsellable inventory automatically. For more information, go to 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 time frame

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

Customers can return eligible items delivered between October 1 and December 31 until the end of January. For more information, go to Extended Holiday Returns policy.

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
  • Consumable products
  • Expiration-dated products
  • Baby items

Reimbursements

When Amazon issues refund to a customer for your FBA order, we debit your seller account for all or part of the value of the refund. 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.

Reimbursement time frame

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 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.

Reimbursement of 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.

Replacements for FBA products

Items sold by Amazon sellers and Fulfilled by Amazon can now be replaced, as well as returned. There is no fee for replacement orders.

If a customer wants to return a product for a replacement, the item will be fulfilled from the seller's inventory. If the returned product is received in sellable condition, it will be returned to the seller's inventory. If the returned product is received in an unsellable condition, Amazon will determine who is responsible for the condition, and reimburse according to the FBA lost and damaged inventory reimbursement policy.

Customers can request an item replacement by either 1) contacting customer service or 2) requesting a replacement through the online return centre if the product:

  • Was not bought with a promotion (except for free delivery promotions)
  • Was purchased with a credit or debit card

Note: FBA items replaced as part of this program cannot be sent as gifts.

These transactions can be found in the FBA payments report, as well in the Replacements report.

Returns processing fee

For items in the Clothing, Watches, Jewellery, Shoes, and Luggage categories, a returns processing fee applies.

For more information, see Returns processing fee.

Default reimbursement value by category

Product category Default per-item reimbursement value
Book $16
Music $13
Video $13
DVD $19
Electronics $126
Video Games $32
Kitchen $32
Home $63
Sports $63
Baby $26
Toy $26
Beauty $26
Health $26
All other categories $32
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