This article applies to selling in: Australia

Seller-Fulfilled Returns

Note: This page relates to returns of seller-fulfilled items. To learn about how Amazon manages returns of orders that have been delivered using Fulfilment by Amazon (FBA), go to the FBA customer returns policy.

The Australian Consumer Law

The Australian Consumer Law (ACL) requires businesses to provide consumer guarantees for most consumer goods and services that they sell. The guarantees provide consumers with rights that apply in addition to any returns policy or warranty that you may offer on your products. Additional information about consumer guarantees is available on the Australian Competition & Consumer Commission website.

A summary of important requirements from our return policies is available below. However, always check the Amazon return policies for more detailed guidance and comply with those policies. It is your responsibility to ensure that your returns policy, and your handling of seller-fulfilled returns, complies with the Australian Consumer Law.

Amazon returns policies apply in addition to, and do not limit, other rights and remedies that customers may have under law, including under the Australian Consumer Law.

Your returns policy for seller-fulfilled items

In order to maintain a consistent experience for customers, you are required to match or exceed the Amazon returns policies available on amazon.com.au in your own returns policy for seller-fulfilled orders, including orders sent using Amazon Easy Ship. However, you’re not required to match Amazon’s Free returns offer on eligible fashion and baby items promotion.

While you can offer your own returns policy in your Seller Profile page for seller-fulfilled items, this doesn’t limit the customer’s rights under the Australian Consumer Law or your obligations to match or exceed the Amazon returns policies.

For most items shipped and sold by Amazon, the return window under the Amazon returns policies is 30 days after delivery. As a seller, you can either match the 30-day return window or provide a longer return window that is more suitable to you and your customers. Without limiting customers’ rights under Australian Consumer Law, you are not required to accept change of mind returns on seller-fulfilled items outside the return window.

Change-of-mind returns policy

Under the Amazon returns policies, all items being returned for change of mind must be returned in the same condition in which the customer received the item. This means that for change-of-mind returns:

  • New items must be returned unused, undamaged and unworn;
  • Items sold in used and renewed condition must not have any additional signs of use or damage;
  • All items must not be damaged, missing parts or in unsellable condition because of customer negligence, misuse or tampering;
  • All items must not have been resized, damaged or otherwise altered after delivery;
  • Packaging must be unopened and seals intact (where applicable), except for fashion items, which can be opened provided that all other conditions are met; and

All packaging and documentation (such as boxes, manuals, warranty cards, certificates of authenticity) must be included with the item being returned for change of mind.

You are not required to accept change of mind returns on seller-fulfilled items outside the specified return window or change of mind returns of items that do not comply with Amazon’s Change of Mind Returns Policy.

These conditions apply only to change of mind returns and do not apply to items that are returned because they are faulty. Customers can still exercise their consumer guarantees rights under the Australian Consumer Law outside the return window in certain circumstances. Factors such as age, price, the item’s condition, and the disclosures made about the item may be relevant to the customers’ return and refund rights under the Australian Consumer Law.

Returning faulty items

The returns policies do not limit other rights and remedies that customers may have under laws such as the Australian Consumer Law with respect to faulty items.

Faulty items do not have to be returned in their original packaging, but must be packaged appropriately to avoid damage during the return shipping process.

Return process

If a customer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the customer’s request doesn’t comply with our return policies, you will be informed by email.

To process the return request, go to the Manage returns page, where you can review, authorise or decline requests. To get there from your seller account, click the Orders drop-down menu, and then click Manage returns.

Returns requests

It is important to approve valid return requests as soon as possible in order to ensure that customers can return items quickly. Return requests that are not promptly actioned may negatively affect the customer experience and lead customer contacts.

Refund options

If you authorise the return request and want to refund the order, you can choose from several options. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its returned condition. To learn more, go to Things to consider before issuing a refund.

You can issue a concession in addition to or instead of refunding order amounts.

Expected time frame for managing returns

You must provide a full refund for items eligible for return and the time frame for process of a return should be prompt (for example, 1-5 working days from receipt).

Return labels

When you authorise a customer’s return request, Amazon sends the customer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom prepaid return label if you choose to pay for return shipping. For more information, go to Return addresses and postage labels. Where prepaid return labels are not available, you can instead reimburse the customer their shipping costs.

Note: This functionality is coming soon to amazon.com.au.

Cancelled returns

If a customer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You’ll get an email when customers cancel pending requests.

Shipping

Your returns policy should address who is responsible for shipping costs. Original shipping fees are not refunded under the Amazon return policies for change-of-mind returns. However, if the reason for the return is due to your error or a product defect, refund the original shipping cost to the customer and, as applicable, either not deduct return shipping costs from the customer refund or refund any return shipping costs charged.

To allow for the return of an item, you must either provide a return address in Australia or pay for return shipping costs to outside of Australia. To pay for return shipping costs to outside of Australia, you can send the customer a prepaid return shipping label or reimburse the shipping costs.

Note: We recommend that you include tracking with prepaid return shipping labels.

Reimbursement for returns without prepaid return shipping labels must be made as soon as the customer provides a return shipping receipt.

Items not eligible for return

Under the Amazon returns policy for items shipped and sold by Amazon, Amazon does not accept returns of the following items, and you may also elect not to accept returns of these items under your own returns policy for seller-fulfilled items (except as required under the Australian Consumer Law, including where the item is faulty):

  • Items classified as hazardous materials or that use flammable liquids or gases
  • Any product missing the serial number or universal product code (UPC)
  • Downloadable software products
  • Online subscriptions after they have been accessed
  • Gift cards (except as required by law)
  • Some jewellery orders
  • Some health and personal care items (for example, where packaging, seal or hygiene strip have been broken or tampered with)
  • Food and grocery products
  • Open software
  • COVID-19 tests

Additional information on the requirements of the Amazon return policies for certain product types is provided below. However, nothing in the Amazon return policies limit customers’ rights under Australian Consumer Law. For example, under the Australian Consumer Law, a customer may be entitled to receive a remedy for a defective item even if the item, due to its nature, cannot be physically returned.

BMVD products

Customers can return books, music, videos and DVDs (BMVD) in their original condition if they are postmarked within 30 days of the delivery of the original shipment.

Software

If the product has been opened, you can refuse to accept the return unless it is defective.

Note: You can only sell full retail versions of software on Amazon. For further information, go to Sell software.

Electronics

If a customer returns a product that has non-volatile internal memory (such as MP3 players, digital cameras), you must clear the devices of any customer data immediately. Non-volatile memory is any computerised memory that can keep information stored even when not powered.

Hazardous items

Under the Amazon return policies, customers cannot return hazardous items that are gas-powered or contain flammable liquids due to shipping restrictions. The customer may still have rights under the Australian Consumer Law and may be entitled to receive a remedy for a defective item even if the item, due to its nature, cannot be physically returned.

Extended Christmas returns

Amazon may temporarily extend the returns window during holiday periods. As a seller, you can choose to match the Amazon policy on extended holiday returns or provider a longer holiday returns period that is more suitable to you and your customers. For information about this policy, go to Extended holiday returns policy.

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