With FBA, Amazon provides fulfilment and customer service for your orders, including processing customer returns. We use Amazon's customer returns policy to determine if a purchased FBA item is eligible for return.
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.” This means that the customer is 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. Some items that are not eligible for return may be eligible for a refund.
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 (Amazon or the customer). Then we decide if you are eligible for a reimbursement.
A returned item is classified as unsellable for the following reasons:
If a returned product has non-volatile internal memory (for example, a digital camera) and there is evidence of use, we mark it as unfulfilable. If such items are returned, you must clear the memory of the device.
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 arrives at the fulfilment centre. You can also request that we return or dispose of this unsellable inventory automatically. For more information, see Remove inventory (overview).
In most cases, customers can request to return an item within 15 days of receiving it. Amazon may make case-by-case exceptions and accept return requests beyond 15 days of receipt.
In most cases, if an item does not arrive at a fulfilment centre within 30 days of the return request, we will charge the customer and credit your account for the item.
When Amazon refunds a customer for your FBA order, we debit your seller account for all or part of the refund value. 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.
If a customer is refunded for your item, but the item is not returned to an Amazon fulfilment centre within 30 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 30 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 do 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 unfulfilable inventory when they are returned.
Some units that are returned to the fulfilment centre will be disposed of immediately. This is done for the protection of the customers, the fulfilment centre associates, carriers and the seller. Disposal is necessary for one of the following reasons:
The following are examples of returned units that will be disposed of immediately:
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 the proceeds from the sale of the item net of the applicable 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.
In some cases, (for example, when a returned item has been opened) we may charge the customer a restocking fee. If so, your account is credited in the amount of the restocking fee. However, you do not receive a restocking fee credit if we take responsibility for the condition of the returned item and have issued you a reimbursement.
For items in categories where customers receive free returns, a returns processing fee will apply. For more information, see Returns processing fee.