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A-to-z Guarantee Protection

What is the A-to-z Guarantee?


We want you to buy with confidence anytime you purchase products on That is why we guarantee purchases from us. Because is association with, the condition of the item you buy and its timely delivery are guaranteed under the A-to-z Guarantee.

Are all purchases backed by the A-to-z Guarantee?

Yes. If you meet the conditions above, you're covered!

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience at our website.

When is a buyer covered under the A-to-z Guarantee?

  • The buyer provided payment to the seller through Amazon Payments, but the seller failed to deliver the item.
  • The buyer received the item, but the item was materially different than as depicted in the seller's description.

When is a product "materially different" than what the seller advertised?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee.

Items are considered "materially different" in these circumstances:

  • Wrong version or edition
  • Item condition or details not as described
  • Wrong item
  • Missing parts or components
  • Defective item
  • Damaged item

When submitting an A-to-z Guarantee claim with the reason "materially different," you will need to select one of the reasons above and provide comments explaining why the item you received is materially different from the item you purchased.

What are the requirements of the A-to-z Guarantee?

  • The item must be purchased from us and used Amazon Payments.
  • You must wait 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner. For example, a U.S. order sent using the standard shipping option would become eligible for a claim 21 calendar days after the ship date (14 business days + 3 calendar days). From that point, you have 60 days to submit a claim.
  • If you have received a materially different item, you must contact the seller within seven (7) days of receipt to request return information.
  • If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.
  • Buyers are limited to a lifetime maximum of five claims for Amazon Marketplace purchases.
  • You must provide the required information on the guarantee claim form.
  • If you paid by credit card, and the issuing bank has initiated a chargeback, then you are not eligible for coverage under the A-to-z Guarantee.

How much coverage will buyers receive?

Buyers who pay for purchases via our website are eligible to receive up to $2,500 of the purchase price, including shipping charges from our parent company -

How do I file a claim?

Buyers can easily submit a claim by clicking on the "Submit a Claim" button on this page or by viewing the specific order details via Your Account.

What countries are covered by the A-to-z Guarantee?

Customers who reside in the following countries are covered under our A-to-z Guarantee: Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Great Britain, Hong Kong, Iceland, Ireland, Italy, Japan, Republic of Korea, Mexico, Netherlands, New Zealand, Northern Ireland, Norway, Portugal, Scotland, South Africa, Spain, Sweden, Switzerland, the United Kingdom, and the United States. (Note: U.S. protectorates, including Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, APO/FPO, etc., are also supported by Amazon Payments.)

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