This article applies to selling in: Singapore

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.

Your returns policy for Seller-Fulfilled items

To ensure a consistent experience for customers, you must match or exceed Amazon.sg return policies for seller-fulfilled orders (which includes orders fulfilled using Amazon Easy Ship). For more information on how to comply with return policies, go to Amazon return policies.

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:

  • All item packaging, documentation (e.g. original boxes, price tag intact, manuals, warranty cards, certificates of authenticity, grading, and appraisal etc), and original accompanying accessories must be returned with the returned items.
  • Packaging must be unopened and seals intact (where applicable) except for fashion items (e.g. clothing, jewellery, shoes and watches) which can be opened.
  • New items must be returned unused, undamaged and unworn.
  • All items must not be damaged, contain 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.

Without limiting customers’ rights under applicable Singapore laws, you are not required to accept change of mind returns on seller-fulfilled items outside the 15 days return window or change of mind returns that do not comply with Amazon’s Change of Mind Returns policy. However, please note that Amazon returns policies apply in addition to, and do not limit, other rights and remedies that customers may have under law, including under the Consumer Protection (Fair Trading) Act 2003.

These conditions apply only to change of mind returns and do not apply to items that are returned because they are faulty.

Customer are responsible for the returns shipping costs of any change of mind returns.

Returning faulty items

The returns policies do not limit other rights and remedies that customers may have under laws such as the Consumer Protection (Fair Trading) Act 2003 in respect of 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. However, all original accompanying documentation (e.g, price tag intact, manuals, warranty cards, certificates of authenticity, grading, and appraisal etc), and original accompanying accessories must be returned with the returned item.

Returns process

If a customer requests a return, Amazon will send you an email with 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, details will be provided in the email.

To process the return request, go to your Manage Seller Fulfilled Returns page, where you can review, Authorise, Close requests, Issue refund, Contact buyer, or Complete requests. You can select these options in the Orders drop-down menu under Manage Returns. For more information, go to Process return requests

Return 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 to increased customer contacts.

Refund options

If you authorise the return request and want to refund the order, you can choose from several options. For more information, go to Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition. You can issue a concession in addition to or instead of refunding order amounts. For more information, go to Issuing concessions.

Expected time frame for managing returns

We recommend you process refunds (full or partial) within 1-5 working days from receipt, to avoid any customer dissatisfaction.

Return labels

When you approve a customer's return request, Amazon sends the customer a return label that includes your default return address or an alternative return address that you can set in Return Settings. 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. If prepaid return labels are not available, you can reimburse the customer with the value of the return shipping costs they incur. You can do this when you click Issue refund on the return.

Cancelled returns

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

Shipping

The customer is responsible for any return shipping costs 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.

Note: Customer paid return shipping: Before you proceed, do ensure that the customers are aware of the return shipping charges.

For international returns, you must do one of the following if you are located outside Singapore:

  • Provide customers with a return address in Singapore.
  • Provide buyers with a pre-paid returns label. If prepaid return labels are not available, you can reimburse the customer with the value of the return shipping costs they incur. Such reimbursements should be made promptly after the customer provides a receipt or evidence of such return shipping costs they have incurred.
  • Offer a refund without requesting the item to be returned

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

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 relevant Singapore laws, including where the item is faulty):

  • Items classified as hazardous materials or use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)
  • Any product missing the serial number or universal product code (UPC)
  • Downloadable software products
  • Open software
  • Online subscriptions after they have been accessed
  • Gift cards (except as required by law)
  • Certain jewellery orders
  • Certain health and personal care items (including, but not limited to, face masks, surgical masks, face shields, COVID-19 test kits, and items where the packaging, seal or hygiene strip have been broken or tampered with)
  • Food and grocery products
  • Fresh flowers and live indoor plants

Do note that nothing in the Amazon return policies limit customers’ rights under the relevant Singapore laws, including the Consumer Protection (Fair Trading) Act 2003. For example, under the Consumer Protection (Fair Trading) Act 2003, 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.

Note: Inform the customer as soon as a return is filed for items that are not eligible for return. Use the Buyer-Seller messaging tool to inform customers.

Potentially Hazardous items

Items identified by Amazon as containing "potentially hazardous" material are indicated with a warning that they may be potentially hazardous. These returns will require your manual authorization before a customer can complete the return and ship the product back to you. When processing a potentially hazardous return, verify that you can receive the product at your returns facility, and coordinate with the customer to ensure they have the appropriate shipping and hazmat labels before sending the product back to you.

Extended Holidays returns

Amazon may temporarily extend the returns window during holiday periods. As a seller, you are required to match the extended holiday returns or provide a longer holiday returns period that is more suitable to you and your customers. For information about this policy, go to Holiday Returns Policy.

Manage seller-fulfilled returns

You can respond to return requests through Manage Seller Fulfilled Returns. To download the summary of returns and refunds for a specific time frame, go to Return Reports in Seller Central, or click the View reports section in the Manage Seller Fulfilled Returns.

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