About Third-Party Seller Returns & Refunds

If you need to return an item that was sold and fulfilled by a third-party seller on the Amazon Marketplace, you'll need to return it directly to the seller.

Viewing a third-party seller's return policy before you place your order

The returns policy offered by third-party sellers must be equivalent to or better than the returns policy offered by Amazon AU. This means that seller returns policies may vary.

To learn more about a seller's returns policy, when you're on a page listing different sellers who are offering a particular item for sale, you can click on a seller's name to be taken to a Seller Profile Page about that seller. You can find delivery and sometimes return postage rates, help, and customer feedback relating to that seller on this page. Towards the bottom right you'll see a heading Returns and Refunds Policy and a link to learn more.

If your return experience doesn't match the return policy published by the seller you can request a refund under A-to-z Guarantee and our team will determine if you are eligible for a refund.

Any seller return policy applies in addition to, and does not limit, other rights and remedies you may have under law including under the Australian Consumer Law.

Viewing a third-party seller's return policy after you place your order

If you've already placed an order for an item sold and fulfilled by a third-party seller, you can view the seller's return policy by visiting Your Orders and clicking Return or Replace items. Then click the seller profile link in the relevant order. This will take you to an At a Glance page about that seller. From there, you can read more about the seller's return policy by clicking on the link below the Returns and Refunds Policy heading towards the bottom right of the page.

International Return Policy

If you order from a third-party seller who dispatches from a location outside Australia, Amazon’s return policy requires that international third-party sellers must provide one of the following:

  • A return address within Australia;
  • A prepaid return label; or
  • A full refund without requesting the item is returned.

If a seller does not offer these methods to return your items, you may request a refund under A-to-z Guarantee.

How to return items to a third-party seller

To initiate a return of an item purchased from a third-party seller, please visit Your Orders and select Return or Replace items. Select the item you want to return and a reason for the return. The seller will review your request and once they respond, you'll be notified by e-mail.

For approved requests, you'll receive a mailing label that can be accessed and printed from Your Orders. Alternatively, some sellers have special processes and might send you an e-mail with their return address and mailing instructions. You'll be able to view the seller's responses to your request in the Returns Support Centre.

Sellers typically respond to return authorisation requests within 2 business days. If you don't receive a response within 2 business days and your seller has not indicated a reasonable alternative timeframe for response, you may be eligible to request a refund under the Amazon AU A-to-z Guarantee.

If you return items in which you've saved personal information, such as laptops, cameras or other electronic devices, you must erase this information completely before sending the product back to the seller.

To ensure the safe return of the merchandise, please package your item with care. Items valued over $35 should be returned to the seller using the lowest cost trackable, signed-for, delivery service. If the order is valued at $100 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.

Amazon AU strives to maintain a Marketplace that's fair to both buyers and sellers. Packaging returns with care reduces the chances of damage in transit and can assist with the processing of the return by the seller. Sending the return via a trackable delivery method protects you in the event a seller doesn't receive an item. If a package doesn't arrive, we can implement an A-to-z Guarantee refund request. If you don't use a trackable method to return your item and the seller doesn't provide a refund to you, we may not be able to cover you under the A-to-z Guarantee.

Note : Simply refusing delivery of a package isn't always a trackable means of return and may not be covered under a seller's return policy or the A-to-z Guarantee. You should accept delivery of an item you want to return and request a return as above.

Managing your return requests

To manage your return requests visit Your Orders.

From here, you can:

  • view the status of a return request.
  • print a mailing label, if the seller has approved the return request.
  • view your e-mails with sellers.
  • cancel a return request.
  • request a refund under the A-to-z Guarantee.

Please note that certain items aren't accepted through Your Orders including:

  • Some Jewellery orders.
  • Some Health & Personal Care items.
  • Grocery Products

If you have a problem with an item which falls within a non-returnable category (such as those set out above), please contact the seller to discuss your options.

Please see our Amazon Global Store Returns policy and Refunds policy for more information about returning Amazon Global Store items.

Refunds

When you purchase an item from a seller, Amazon AU Marketplace charges your credit card and passes on payment, less a commission, to your seller. For you to secure a refund equivalent to your initial purchase price and delivery costs, your seller must request a refund via Amazon AU Marketplace.

If a refund is necessary, such as when your seller is out of stock and can't dispatch, or when you return an item, it's the seller's responsibility to request that refund. We provide sellers with instructions on how to create refunds.

Refunds are typically processed by Amazon AU Marketplace within one week of the seller's request. The funds will be deposited back in your debit/credit card account and Amazon AU will send you confirmation of the refund by email.

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