How to Get a Refund from Amazon for 'Not As Described' Items
Receiving an item from Amazon that doesn't match its description can be frustrating. Thankfully, you have strong consumer rights, and Amazon also has robust return policies in place. This guide will help you navigate the process to secure your refund.
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Under the UK Consumer Rights Act 2015, goods must be 'as described'. This means the item you receive should match any description given by the seller, including pictures and specifications. If it doesn't, you are entitled to a refund, repair, or replacement. Amazon's own A-to-z Guarantee also provides additional protection for items bought from third-party sellers on their platform.
Step by step
- 1Document the discrepancy: Take photos or videos clearly showing how the item differs from its description on Amazon. Gather any relevant screenshots of the product page.
- 2Initiate a return via your Amazon account: Go to 'Your Orders', find the item, and select 'Return or Replace Items'. Choose a reason like 'Item is not as described', 'Wrong item was sent', or 'Item defective or doesn't work'.
- 3Clearly explain the issue: In the provided text box, detail exactly how the item fails to match the description. Refer to your evidence and state that you expect a full refund, including any return shipping costs.
- 4Escalate if necessary: If the seller (especially a third-party) or Amazon's initial response is unsatisfactory, you can file an A-to-z Guarantee claim through your Amazon account. For persistent issues, consider contacting Amazon customer service directly.
What they'll say, and your comeback
“The return window has closed.”
Comeback, While Amazon's standard return window applies to change-of-mind returns, your statutory rights under the Consumer Rights Act 2015 for faulty or 'not as described' goods extend beyond this. You have up to 30 days for a full refund, and longer for repair or replacement.
“You have used the item, so it cannot be returned.”
Comeback, I had to use the item to discover it was not as described or faulty. I am not returning it because I changed my mind, but because it does not meet the legal requirement of being 'as described' under the Consumer Rights Act 2015.
“This was a third-party seller, and we are not responsible.”
Comeback, As the platform facilitating the sale, Amazon offers the A-to-z Guarantee for purchases from third-party sellers. I expect Amazon to uphold its guarantee and ensure I receive a refund for an item that is not as described.
FAQ
Do I have to pay for return shipping if the item is not as described?
No, if an item is faulty or not as described, the seller (or Amazon) is responsible for the cost of return shipping. You should not be out of pocket for returning a defective product.
What if the third-party seller refuses to refund me?
If a third-party seller refuses to resolve the issue, you should immediately file a claim under Amazon's A-to-z Guarantee. This guarantee covers you when a seller doesn't deliver the item, or the item isn't as described.
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- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.