How to Return Purchases on Amazon: Guarantee, Refunds and Terms

Amazon has become a shopping platform that we turn to to find almost everything. From great deals on mobile phones or computers to everyday products that we get at a better price, such as diapers or baby wipes. But one of the problems with buying online is that we do n’t always get the right product or the product doesn’t always arrive in the state we want. Therefore, you can return purchases on Amazon and we will tell you how to do it, what exceptions are there or what are the reasons.

If you have bought clothes and it does not fit you, if you have bought something that has arrived broken or defective or simply if you have bought a toy to give as a gift that its recipient already has. In any case, we can return products to Amazon and we can request a return from our store profile.

Return Purchases on Amazon: Guarantee, Refunds and Terms

Right of withdrawal and return policy

By law, you can withdraw from the purchase contract without giving explanations: you have 14 days to regret the purchase, whatever the reason you have. But Amazon extends this return policy from 14 days to 30 calendar days from the date of receipt of the product. You don’t have to have a reason for breakage or error to do it, you just don’t like it. Of course, it must be new, unused and with all its parts.

All products that are returned must be in the same condition in which you received them: new, unused and complete or with all its parts. If it is a second-hand product, it should not have any type of additional damage or additional use than how it was when you received it.

You must return them within a maximum date of 30 days after receipt, although there are special extensions to the return period policy on special dates such as Christmas. For example, the Christmas season on Amazon allows us to allow products that have been shipped between October 1 and December 31 to be returned until January 31 of the following year. You will have more than two months to return them if you want to buy gifts or toys on Amazon Prime Day or Black Friday. Until the end of January you will not have to return them.

Exceptions to return

Although returns on Amazon work well and easily, there are some exceptions to the right of withdrawal in the return policies.

What can we not return?

  • Products that do not allow their return due to hygienic or health protection reasons . For example, cosmetic products.
  • Products that may expire, such as food.
  • Sound or video recordings or software that have arrived sealed and you want to return unsealed for you.
  • Goods made or customized especially for the client. In this case, we can return them if there is an error in the configuration or registration by the seller but not if you do not like it or do not want it.
  • Digital content such as applications, e-books, MP3 downloads … As long as it is digital content and not on a physical medium. That is, you can unchange DVD movies but not downloaded.
  • Daily press, magazines or periodicals.
  • Alcoholic beverages whose price depends on market fluctuations.
  • Vehicles that are subject to long-term renting.

Defective or broken products

If you bought something from Amazon that has arrived broken or damaged, you can exchange it. There are two options with defective or damaged products on Amazon: it may have problems within two years, or it may have been damaged during shipping. That is, you can exchange a defective or damaged product in the first 30 days from the date of receipt of the order if it has arrived broken or damaged during shipping. For example, if you have bought a lens for the camera and upon receipt it is completely broken due to a hit in the shipment.

But if you have bought something and it has failed in the following months, such as a mobile that has stopped working after two months, Amazon has a two-year product warranty . In these cases, you can contact technical support to have a solution, as we will tell you in the next paragraphs. In some cases it will be a replacement for the damaged product and you must return the original (the one you have damaged) within 30 days. If you do not return the damaged product within this time, Amazon reserves the option to charge you for the new one with the payment method you used in the order. That is, if you buy an electronic device that stops working after two months and Amazon sends you a new one, you must return the original within 30 days or they will charge you for the replacement. This will prevent customers from keeping several products in perfect condition.

If it has arrived broken …

If a product you have just bought has arrived broken, what we recommend is that you contact customer service immediately as we will explain in future sections on this topic. Generally, they will tell you to attach photographs in a contact email that they will consult while they solve the problem for you by phone or through chat in real time. In some cases you may have to return it but in others they will simply send you a replacement of the product at no cost, if there is stock, or they will refund the money. For example, if you order a mirror and it arrives completely broken, Amazon usually will not ask you to return the product because it has no solution. They will simply refund the money or send a replacement after verifying that it has indeed arrived broken. In these cases, we recommend that you contact customer service at the exact moment of delivery if when you open it you see that it is damaged, so you can prove that it arrived wrong and that it has not been broken by use after a few days. If it is in the original packaging and you can verify that it is damaged, take pictures to show its condition.

Clothing and fashion returns

Fashion or accessory products have a different category because they offer free returns on all products if you are not satisfied. You can return them within 30 days of receipt and receive a full refund for whatever reason and as long as it was sold by Amazon or shipped by Amazon even if sold by a third-party seller . They must be returned new, unused, in their original packaging, with labels and certificates of authenticity. But you do not need a minimum purchase to have a free return and there will be a prepaid return label that you can take to the shipping point at no cost. Buy the clothes you buy, no matter how little, you can return it for free in 30 days if you don’t like it, if it doesn’t work for you …

You can also make changes and replacements for a different size or color (except for The Drop products, as we will explain now). You can request a different size or color of the returned product as long as it is sent and sold by Amazon. You can do it from the orders at the time of return.

Amazon Fashion

Of course, there are exceptions: You cannot return personalized products purchased at The Drop for free because they have been made on demand for you, but the return costs will be charged. The return, as in the previous case, must be made within 30 calendar days after receiving them and the expenses will be charged. If the products you have received are not correct, damaged or defective, you will receive a full refund of the cost of the same and including the return costs. That is, they will not charge you anything if they are defective.

The process to return clothing or accessories is similar to that of any other product, selecting the order as we explain below.

How to return a product

If you want to return something from Amazon because the person you have given it to already has it or whatever the reason, as long as it meets the above requirements, you must follow a few simple steps from your account. You can return the products within a period of 30 days from the date you received your package as long as it complies with the conditions of Amazon’s return policy that we have explained in previous paragraphs.

  • Go to your Amazon account and log in
  • On the web, go to the upper right corner
  • Tap on ” Returns and orders”
  • You will see all your orders from your account
  • Find and choose the one you want to return
  • Among the options, tap on “Return or replace products”
  • If there are several products in the order, choose the one you want
  • Choose between the reasons for the return
  • Tap on “Continue”
  • Select the method of return
    • Refund to your Amazon account as balance
    • Refund to the card with which you paid

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  • Tap on “Continue”
  • Choose the method to send the return
    • Punto Celeritas – Without printing label
    • Punto Celeritas printing label
    • Take it to the Post Office – Label needs to be printed
    • Celeritas Pickup
  • Confirm the return of the product

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Once you have followed these steps, just go to deliver the package or wait for it to be picked up as you have agreed. You can return the product in its original packaging without having to print any label if you have chosen the Celeritas point. On the other hand, if you go to the Post Office you will need to print a label that Amazon will send you by email. Add this label and pack the products, take them to the returns center and you will receive the refund.

Reason for return

Do not lie when making the return because Amazon may take it into account and ban you. You may read that they recommend that you say that it is broken to return it at no cost but we do not recommend it. The reasons you can choose to return are:

  • Bought by mistake
  • I have found it cheaper
  • Improper performance or quality
  • Incompatible or inappropriate
  • The product is damaged, but the packaging is fine
  • Came too late
  • Missing parts or accessories
  • The product and the outer packaging are damaged
  • It is not the product I ordered
  • Defective / Not working well
  • I have received more products than the orders
  • I do not love you anymore
  • Unauthorized purchase
  • The product or the manual is not in Spanish
  • It does not correspond to the description on the web

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It costs money?

It depends. As we have explained in the previous paragraph, there are several reasons from which you can choose to return on Amazon. It will depend on whether you choose to be charged or not charged for what you have ordered. If you want to return a product because you no longer like it or you have regretted it, they will charge you for the return. It can be around 3 to 5 euros per return depending on the reason you choose. There are some of them that will cost you nothing. For example, if it is damaged or if it is incompatible or inappropriate, it will be 0 euros.

On the other hand, there are products that are exempt from return costs regardless of the reason for the return. It does not matter what reason you choose from all the above because the refund will be 0 euros as long as it is made from Spain. If you don’t like it, if it doesn’t work for you, etc. You will not have return costs in the categories of clothing, luggage, footwear, jewelry, watches and accessories. We will explain it to you in more detail in the next few paragraphs.

Product repair

Amazon has a certified repair warranty. Refurbished products sold by Amazon may be repaired or replaced when the cost of repair is excessive or cannot be repaired. A repair label can be created from your orders to get a replacement for failure of that product.

  • Go to the My Orders section on Amazon
  • Choose the order that has the product you want to repair
  • Tap on Return Products
  • Open the Reason for return drop-down menu
  • Choose Faulty / Not working well from the menu
  • Describe what the problem or failure is with all the details
  • Choose Continue
  • Select the sender’s address

Once you have chosen these options, they will send you a label and instructions that will allow you to send the product to the Amazon repair center so they can see what they can do. They can try to fix it or they can send a replacement in case there is no solution. It is important, as always in these cases, that you remove all passwords or personal information from the product if it is a tablet or mobile phone, for example, or that you make a backup of all the data.

When you send the product to the repair center you will receive an email confirming that it has been received. Once there is a diagnosis of the defect we will know if it is covered or not by the guarantee and you will receive the product again for free in about 20 days. If the product is not covered by the warranty, they will contact you to find out the estimate for the repair. If it is covered by the warranty, you will receive the repaired product as soon as possible without shipping costs or a replacement.

Amazon customer service

In any of the above cases, and if you have questions, we recommend contacting Amazon customer service. It may say that you have received an order that has never arrived and you need a refund, or that the order that just arrived is broken or the box is in poor condition. Whatever the reason you need to return a product and you don’t know how, customer service will be able to manage the return, refund or replacement immediately and without complicating you excessively.

To do this, we will have to go to the Amazon contact page of Amazon and touch on “Order placed”. Tap on “Show more products” and look for the order you need to solve with customer service. Tap on “load more orders” until you find the one that interests you. Choose “Tell us more” at the bottom of the Amazon screen and you will open a drop-down of options.

  • Where is my order?
  • Problems with an order or product
  • Cancel or modify the order
  • Returns and Refunds
  • Payment problems
  • Unknown charge
  • Billing and VAT
  • Promotions and offers
  • Amazon Dash Replenishment
  • Unsolicited communications or fraudulent claims
  • Would you like some help in English?

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Select “Returns and Refunds” and three options will appear:

  • How to return a product?
  • Check the status of a refund
  • Check the status of a return

Choose any of the above options and you will see a short explanation and a video. But if you scroll and go to the bottom of the page you will see that there are options to contact Amazon to contact customer service by chat, email or phone. Choose from the three options the one that is most comfortable for you, although we recommend that you do it by phone or by chat. In the first case, write your phone number and they will call you in a few minutes to explain the problem and you can easily return products on Amazon.

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