Launched more than 20 years ago, the A-to-z Guarantee ensures that customers can contact Amazon directly for a refund if they’re not satisfied with the condition or delivery of a product purchased in our store—whether it was sold by Amazon or one of our millions of independent selling partners. Even if a customer doesn’t contact us, if we identify a customer purchased a counterfeit product, Amazon proactively contacts the customer, informs them they purchased a counterfeit product, and fully refunds their purchase. No customer action is necessary.
Over the years, we’ve expanded that commitment. In 2021, we extended the A-to-z Guarantee in the U.S. to include a streamlined process for resolving personal injury or property damage claims caused by a defective product. In May 2024, we expanded that coverage to Canada, the United Kingdom, and the EU.
When a claim is filed, Amazon combines advanced fraud and abuse detection systems with independent insurance specialists to analyze filings, take on the investigative work on behalf of selling partners, and ensure valid claims are resolved quickly for the customer. If a selling partner doesn’t respond to a claim—or rejects one we believe to be valid—Amazon steps in to address the customer’s concern directly.
The A-to-z Guarantee reflects something we believe deeply: earning customer trust doesn’t end at checkout. It extends through every step of the shopping journey—and we’re committed to being there when it matters most.