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This article applies to selling in: Brazil

FBA customer returns policy

With FBA, Amazon provides fulfillment and customer service for your orders, including processing customer returns. We use Amazon's customer returns policies to determine if a purchased FBA item is eligible for return. To ensure a great customer experience, we may accept returns beyond the timeframe stated in these policies.


A refund is a customer credit for all or part of the cost of a purchased item. In some cases, we issue customers a “returnless refund.”

Items that are not returnable are eligible to customer refund:

  • Food and Non-Alcoholic Beverages
  • Medium and High Hazmat (aerosols, inflammables, fragrancies, large batteries)


All returns are processed in Amazon C-return tool, and based on the answers our systems define the condition of each returned item. If an item is classified as sellable, it is returned to your inventory. If it is classified as unsellable (defective or damaged, for example), we assess who caused the damage (Amazon, seller, carrier or the customer). Then our systems determine if you are eligible for a reimbursement.

To check your processed returns, system defined condition, Customer Return Reason and other information about returns, go to Reports > Fulfillment > FBA customer returns.

Note: To learn more about FBA customer returns report, see FBA customer returns report (overview).

A returned item is classified as unsellable for the following reasons:

  • The item is not in the same condition as previously listed.
  • It is defective, damaged, opened, lacking required labeling, prohibited, or otherwise unsuitable.
  • The item may pose a health or safety risk to our associates, or to the next customer who buys it. Examples of these items may include, but are not restricted to, consumables, personal care products, and products with expiration dates.

If a returned product has non-volatile internal memory (for example, a digital camera) and there is evidence of use, we mark it as unfulfillable. If such items are returned, you must clear the memory of the device.

For items in your inventory categorized as Defective or Customer Damaged, you must remove it from inventory after the returned item is returned.

In most cases, customers can request to return an item within 30 days of receiving it. In case of defective durable goods, there is a 90-days return window according to Brazilian law. Amazon may make case-by-case exceptions and accept return requests beyond 30 days of receipt.


When Amazon refunds a customer for your FBA order, we debit your seller account for all or part of the refund value. In some cases, for example, when an item is lost or damaged when under Amazon’s control, you may be eligible for a reimbursement for refunds on your FBA orders.

Reimbursement value

If you are eligible to receive a reimbursement for a refund, Amazon will reimburse you for all or part of the refund amount debited from your account, minus FBA fees.

Selling on Amazon and FBA fees

FBA credits your account for all or part of the Selling on Amazon referral fee and, where applicable, the variable closing fee for a returned item. We do not reimburse you for applicable FBA fees.

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