Replace a Damaged, Defective or Broken Item
If you received a damaged, defective, or incorrect item sold by Amazon, you can request a replacement for eligible items through Your Orders.
To replace an item:
- Go to Your Orders and select Return or replace items beside the item you want to replace (if your order is from a Marketplace seller, you will need to select "Return items" and input a return reason on the next screen. You'll know it's a Marketplace order because the order details will show it was sold and fulfilled by a seller rather than Amazon).
- Select the item that you want to replace and select a reason from the Reason for return menu.
- If your item is ineligible for replacement, you will be asked to return it.
If you're replacing an item:
A replacement order, with the same shipping speed that was used on your original item, will be created. Use the return label provided to you to send your original item back. You'll need to return the original item within 30 days to avoid being charged for both the original and replacement items.
Returning items with personal data
If you're returning a mobile phone, camera, or any other storage device, remember to remove any passwords and any personal data contained in it before returning it. Don't send personal accessories not originally included with the item when purchased, for example, cases or external memory cards purchased separately.
Related information
- For issues with Marketplace orders, learn about our A-to-z Guarantee.
- For product support on eligible items, please visit Get Product Support.
