About A-to-z Guarantee

The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third-party seller. Our A-to-z Guarantee covers both the timely delivery and the condition of your items once received. If either the timing for delivery or the condition of your items received are unsatisfactory, you can report the problem to our team and we will determine if you are eligible for a refund.

If any of the following apply to a purchase you made on Amazon.com.au from a third party seller, you may request a refund under the A-to-z Guarantee. If you need help with an item sold by Amazon Global Store, contact us.

  1. 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.
  2. You received items that were different than expected or ordered and submitted a request for a return to the seller in line with the applicable returns policy.
  3. You returned your item in line with the applicable returns policy and the seller has not yet issued you a refund.

When you're ready, find out how to Request an A-to-z Guarantee Refund.

How long do I have to ask for an A-Z Guarantee?

  • You have up to 90 days after the maximum estimated delivery date to request a refund under the A-z Guarantee.
  • The A-to-z Guarantee is a benefit provided to you by Amazon. It does not limit, restrict or modify any consumer right or remedy you may have under law, including against the seller or manufacturer under Australian Consumer Law.

You are not eligible for an A-to-Z Guarantee if:

  • You ask your payment provider or bank to reverse the charges.
  • Your request is for a digital item, payment for services, gift cards (except physical gift cards), or promotional balances.

You may not be eligible for an A-Z Guarantee if:

  • You refuse your package and the return does not have tracking information.

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