To ensure a consistent experience for buyers, you must match or exceed the Amazon returns policies available on amazon.com.au. For a summary of important requirements from our return policies, refer to the help page Returns. However, you should always check the Amazon returns policies for more detailed guidance and comply with those policies.
The Australian Consumer Law (ACL) requires businesses to provide consumer guarantees for most consumer goods and services they sell. The guarantees provide consumers with rights that apply in addition to any returns policy or warranty you may offer on your products. Additional information about consumer guarantees is available here.
The 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.
If a buyer 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 buyer's request doesn't comply with our return policies, you will be informed by email.
To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. To get there from your seller account, click the Orders drop-down menu, and then click Manage Returns.
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 return condition. To learn more, see Things to consider before issuing a refund.
You can issue a concession in addition to or instead of refunding order amounts.
When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels. Where pre-paid return labels are not available, you can instead reimburse the customer their shipping costs.
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.