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Arranging Returns & Refunds From Marketplace Sellers

When you buy an item from an Marketplace seller, you should be able to expect a high standard of customer service, both before and after you receive your order.

Returning Items

To return an item:

  1. Visit the Online Returns Centre and select the Return items option.
  2. Find the order you want to return and click on Return an item from this order. If you don't see the order you're looking for, select another option from the "See more" drop-down menu to see older orders.
  3. Mark the items you want to return from the order, enter the quantity of items you want to return, and select a return reason from the drop-down menu. Depending on the reason you select, you might be required add comments.
  4. Click the "Submit for Approval" button. Upon completing this page, the details of the return will be sent to the seller for approval. If the return is automatically approved, your return label will be available right away. Otherwise, you'll need to wait for the seller to review this return request and provide a label or instructions on how to return your items.

There are no returns of 1) hazardous items that are gas-powered or contain flammable liquids and 2) computer laptops and desktops more than 30 days after delivery.

Refund Eligibility

Holiday Returns Policy: Items shipped from sellers other than are subject to the same holiday return policy as items shipped from, unless otherwise stated in the seller's individual Return Policy. These sellers may not accept returns past the normal return window established in their Return Policy.

To be eligible for a refund, you must return your item to your seller in the same condition you received it, and the return must be postmarked within 30 days from the day of receipt. If the item purchased is a software title sold in New condition and has been opened, it can only be returned if it is defective; if the item you purchased is a software title sold in Used condition, it can only be returned if it is materially different than what the seller advertised. When writing to the seller to arrange for its return, please be as descriptive as possible regarding the problem with your merchandise.

Return Shipping

Third-party sellers who ship from a location outside of Canada must either (1) provide a return address within Canada or (2) pay for return shipping to an international address. If a third-party seller does not provide a return address in Canada or free return shipping to an international address, you may file an A-to-Z Guarantee claim to seek help with your return.

You must take appropriate steps to ensure the safe return of the product:

  • For items valued at $100 or more, insure the shipment for the value of the merchandise and ship your return with a signature shipping service.
  • For items valued at $35 or more, ship the return using a trackable shipping service.
  • For items valued at $35 or less, we suggest using Post Canada delivery confirmation service to show delivery.

Receiving a Refund

If you don't use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.

Sellers can create full or partial refunds for buyers, including original shipping costs. Additionally, sellers who are subject to the return policy are required to treat gift returns the same as standard returns, and process them accordingly.

When you purchase an item from an Marketplace seller, Amazon 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 shipping costs, your seller must request a refund via their seller account.

In any case where a refund is necessary--such as when your seller is out of stock and cannot ship, or when you return an item (it is the responsibility of the seller to request that refund). We provide sellers with instructions about how to create refunds.

Sellers may issue full or partial refunds for an order. If a new item is returned opened, or an item is returned as unwanted (i.e., not defective), the seller may deduct a reasonable restocking fee from your refund.

Refunds are typically processed within one week of the seller's request. The funds will be deposited back in your credit card account, and will send you confirmation of the refund via e-mail.

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