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 guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.

You can submit an A-to-Z Guarantee refund request when all of the following apply:

  1. You have contacted the seller through your account. For items that you have received in any of the following condition: damaged, defective or materially different, please request a return when contacting the seller.
  2. You have waited for two business days for a response.
  3. Your request meets one of our A-to-Z Guarantee conditions below:
    1. The seller failed to deliver the item by three calendar days past the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner.
    2. The item that you received is damaged, defective, materially different or you changed your mind and you returned it in line with Amazon's return policy but you have not been refunded or the refund was the wrong amount. You must (1) contact the seller within 15 days of receipt of the item (or by the end of any extended returns period, if later, e.g. extended end-of-year returns policy) and (2) postmark the return within 15 days from arranging the return with the seller.
    3. The seller agreed to issue a refund and you have not been refunded or the refund was a wrong amount.
    4. The seller agreed to replace the item and the replacement was not sent.
    5. You need to return an item internationally and the seller does not (1) provide a return address within Singapore, (2) provide a prepaid return label or (3) offer a full refund without requesting the item to be returned.
    6. You have been charged extra in addition to the purchase and shipping costs that you have paid and the seller did not cover those costs.
  4. You have filed your claim within 90 days from the Estimated Delivery Date.

If you encounter a problem not listed above, you may still report the problem, but note that we cannot guarantee a refund until the investigation is complete.

When you are ready, refer to A-to-Z Guarantee Refund Requests for instructions on how to report your problem.

Note: The A-to-Z Guarantee does not cover digital items, payments for services or stored value instruments. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-Z Guarantee. This guarantee applies only to purchases made on the Amazon.sg website from a third-party seller

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