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Exchanges, Replacements & Returns

About Exchanges & Replacements

You can exchange or replace an item through our Returns Support Centre if your return meets certain criteria.

Note: Items Fulfilled by Amazon.co.uk but sold by another Seller can’t be replaced, but may be returned.

You can exchange an item through our Returns Support Centre if your return item wasn’t purchased with a promotion (except for promotions on delivery, such as FREE Delivery) and the exchange item meets the other eligibility criteria listed below.

Exchanges for a Different Size or Colour

This option is available for apparel, sports, shoes, baby products, jewellery, luggage and watch items that have a size or colour variation. The exchange item must be:

  • A different size or colour than the return item 
  • Dispatched and sold by Amazon.co.uk 

Exchanges for an Item in Your Shopping Basket

This option isn’t restricted to specific product categories. The exchange item must be:

  • Added in a quantity of one to the Shopping Basket 
  • Dispatched and sold by Amazon.co.uk 
  • Not an Add-on Item 
  • Not identical to the item being returned 
  • Not marked as a gift in your Basket 

Note:

  • We can’t process exchanges for gift returns unless you’re the original purchaser of the gift and exchange items can’t be sent as gifts.
  • We can only process exchanges if the original order was paid by credit or debit card.
  • We can only process exchanges if the order was dispatched to a UK address.

About Our Returns Policies

Amazon.co.uk, and many Sellers on Amazon.co.uk, offer returns for most items within 30 days of receipt of delivery. You can use this page to learn about our return policies. Most items sold on Amazon.co.uk follow our general return policies, but some products have different policies or requirements associated with them.

At Amazon.co.uk we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

AmazonFresh Items

The majority of AmazonFresh food items aren’t returnable, but may be refunded. See About Spilled or Damaged AmazonFresh Items for information on requesting a refund.

Statutory Cancellation Right

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item (please see clause 2 of our Conditions of Use & Sale for the full instructions on cancellation and further information on your right of cancellation). To exercise your cancellation right please visit our Returns Support Centre.

Our Voluntary Returns Policy

As well as your statutory cancellation rights described above, you can return most products from the Amazon sites to Amazon within 30 days of receipt of the products if the products are complete and are in an unused and undamaged condition. To return an item please visit our Returns Support Centre.

Please note that this returns policy does not affect your statutory rights and therefore does not affect your right of cancellation as described above.

The following table provides an overview of the key provisions of your statutory cancellation right as well as our voluntary returns policy and how they compare to one another:

Statutory Rights Amazon Returns Policy (as set out by product category below)
Period for cancellation 14 days 30 days
Refund of costs of shipping the item back to us if defective, damaged or incorrect item? Yes Yes
Refund of costs of shipping the item back to us if cancellation? No No (unless Shoes, Clothing & Accessories, see next row)
Refund of costs of shipping the item back to us if Shoes, Clothing & Accessories? No Yes
Refund of outbound shipping costs if defective? Yes Yes
Refund of outbound shipping costs if cancelled? Yes, cheapest method of shipping Yes, cheapest method of shipping

Please note that certain types of items are not eligible for cancellation or return under the Amazon returns policy. You can find out more in the Conditions of Use & Sale.

We won’t accept the return of any software returned to us if it’s been opened. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn’t received in new, unopened condition.

If a product becomes defective after 30 days you won’t be able to create a returns label using our Returns Support Centre – you’ll need to Contact Us. You may wish to visit the manufacturer’s website or contact them directly as they may be able to offer troubleshooting and support with the issue you have with the product. Please see Manufacturer Contact Details and After Sales Service.

For instructions on how to return certain specific items, please see the following links:

If your order was sold and dispatched by a Seller on Amazon Marketplace, you can learn more about Arranging Marketplace Returns and Refunds.

For Amazon Video, please see the Amazon Video Terms of Use page.

For Amazon Music, please see the Amazon Music Terms of Use page.

For AmazonFresh, please see the AmazonFresh Terms of Use page.

For Kindle, please see the Kindle Returns Policies page, the Kindle Terms of Use page and the Amazon Kindle Store Terms of Use page.

For the Amazon Appstore for Android, please see the Amazon Appstore for Android Terms of Use page.

For Amazon Games and Software downloads, please see the Amazon Games and Software Terms of Use page.

For AutoRip Music, please see the AutoRip Terms of Use.

For Shoes, Clothing & Accessories, please see Shoes, Clothing & Accessories.

For items containing Hazardous Materials, please see Items containing Hazardous Materials.

For items containing High Value Items, please see the Very High Value Items page.

If you return items in which you’ve saved personal information, such as laptops, cameras or other electronic devices, you must erase this information completely before sending the product back to us.

Other Statutory Rights

You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.

If you need to contact us by post, please write to:

Amazon.co.uk Customer Services,
2-4 Waverley Gate,
Waterloo Place,
Edinburgh EH1 3EG*

This isn’t our returns address and returns won’t be processed at the above address. If you need to return an item please visitour Returns Support Centre.

*In order to ensure a faster response please visit Customer Service.


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