If you are an online shopper, you can easily relate to this short story:

A dog owner was idly browsing through a pet grooming blog site when an Amazon ad for unbreakable titanium laced dog collars (note: we just made this up) appeared. “Hot Fudge!” the dog owner exclaimed, it was the perfect dog collar for his/her lovable but ultra-aggressive dog.

The dog owner clicked on the affiliate Amazon link and was taken to the seller’s product page. An order was made and payment was sent. After a few days, the product was delivered and was immediately strapped on to the unruly dog. The dog owner felt safe that the unbreakable titanium laced dog collar will prevent the pet from breaking off and running amok.

But after a few strong lunges, the dog manages to “break” the collar and run off. After a few hours of chasing and finally catching the dog, the pet owner was determined to file a warranty claim.

It’s not actually about how the dog broke a titanium collar, but how the dog owner, or any Amazon user, can file for a warranty claim on products that they bought.

Interested? Read on.


What is an Amazon Warranty Claim?

When you buy products, especially if it’s from an online store, it is only natural for you to seek assurance that you are making a smart purchase. You need to know that what you spent money on will last or at least work as promised for an acceptable period of time.

If it doesn’t, you want to be reassured that you can always reach to the seller for the needed support. This assurance is embodied by the product’s warranty.

The Amazon warranty claim is one of the best in the business. Their A to Z guarantee sets the standard for all online merchants to follow. When a buyer is not satisfied a purchase, it can be any of these common reasons:

  1. Item was different from the one ordered (wrong size, a fake, different color, different item).
  2. Item was defective or damaged (either upon delivery or after less than a month’s use).
  3. Any made up reason by the buyer (some buyers are just BAD customers).
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A buyer can contact the seller directly to settle the issue. But, if a buyer would like to make a warranty claim through Amazon, they can choose from below options. Provided that the claim is requested 30 days upon receipt of the product.

  1. Request a replacement – if you need to trade for a different color or size. Or if the item is defective. Often, this is an option available only to items delivered within the USA.
  2. Request a refund – you can request for your money to be refunded. This can be either credited back to your bank, reversed on your credit card (e.g Visa or Mastercard) or via Amazon Gift Card.
  3. Warranty Repair – Some products sold directly by Amazon are covered by the manufacturer’s warranty. This can be invoked by the customer and have the product repaired either by the manufacturers or a third party service provider.

How to make a warranty claim on Amazon

Let’s focus more on the process and how to claim warranty on Amazon products.

Request to Exchange an Item

If you want to exchange your item for a different size or color, if you received a defective item or if you got an entirely different one you head on to Amazon’s Online Returns Center which provides a simple process on how to claim warranty on Amazon.

  • Go to the Online Returns Center, and then click “Return items”.
  • Find the order you want to return, and then click “Return or replace items”.

– Note: This will bring up your purchase history.

  • Select the item you want to exchange, and then select a reason from the “Reason for return” menu.
  • An exchange order will be created.
  • Print the return label as this contains the warehouse address and the shipping details (the delivery charge was prepaid so this label contains those details.
  • Print the Return Authorization and place it inside the package to be returned.

–  Note: If you can, use the original packaging by Amazon. Secure with tapes and cords if necessary.

You will be given multiple options where and how you can ship the package back to Amazon.

  1. Drop off package a location near you.
  2. Pickup by a logistics company.
  3. Drop off at an Amazon Locker.
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Important note:

  • You need to return the original item within 30 days to avoid being charged for both the original and exchange items.
  • You can return new and unopened items that you bought and fulfilled by Amazon (FBA) within 30 days of receiving the product for a full refund.

Request for a Refund

What if you don’t want a replacement item and just want to have your money back.  Requesting a refund is another way on how to use warranty on Amazon. Refund on products is covered by The Amazon A-to-z Guarantee which is a comprehensive system that protects a buyer when they purchase directly from Amazon or from an FBA seller.

You can request for a refund under the A-to-Z Guarantee if any of the following apply:

  • You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner.
  • You received an order that is different than expected and have requested a return with the seller.
  • You returned your item with a trackable shipping method and the seller has not issued you a refund.

Follow below process on how to claim warranty on Amazon products via refund

  1. Go to Your Orders.
  2. Locate your order in the list and click “Problem with the order”.
  3. Select your problem from the list.
  4. Select “Request refund”.
  5. Enter your comments in the text box.
  6. Select “Submit”.

Upon receiving the items, Amazon will review and determine if you are eligible for a refund. This process can take a few days up to 3 weeks. Amazon may deduct a restocking fee of up to 20% of your purchase cost.

Important note:

  • You can return new and unopened items that you bought and fulfilled by Amazon (FBA) within 30 days of receiving the product for a full refund.
  • If the item you wish to return doesn’t have an exchange option or you received the item as a gift, you’ll need to return the original item and place a new order.

Request for Item Repair

If you opt to have your defective item repaired, you can follow below process.

  1. Go to the Online Returns Center.
  2. Select “Return Items”, choose the item needing repair.
  3. Tag as defective. Describe the issue in the comments section. Be as detailed as possible to aid evaluation.
  4. Some DIY repair will be suggested, if it still does not work, then
  5. Process the delivery to the service provider. Check if the delivery addresses are correct.
  6. Print the return label and follow all handling and packaging instructions.
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  • The service provider can directly contact you to gather information.
  • If there are detached items, include these to the return package.

Final Thoughts

Amazon is the leading eCommerce platform because of their focus on making their customers happy. The core of this is their A to Z Guarantee which places a protective blanket on all products sold at Amazon. Buyers are confident of the quality of their purchase when they buy at Amazon. The comprehensive warranty by Amazon makes the customer’s shopping experience more gratifying.

The eCommerce world presents a gigantic opportunity with thousands of niches. Amazon sellers stand to profit and thrive by using Amazon’s platform to sell their products. But to be part of Amazon, you must be willing to have the same level of customer support and warranty policy as Amazon. Sellers who don’t prescribe to same customer experience might find themselves at the end of customer complaints.

AMZ Expert can help acclimate your business to Amazon’s guidelines, systems, and warranty policies. Many times a seller can be suspended for mistakes that could have been easily handled if only the seller was properly guided.

Our team of certified Amazon experts has years of real-world experience on handling Amazon disputes and issues. We are the perfect partner to help grow your Amazon eCommerce business. For any questions or inquiries please contact us through our website.

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