This document covers the general quality
requirements for a product to be eligible for sale on Amazon as Renewed. The
requirements outlined below are intended to serve as a minimum required quality bar for
all product categories. Any category-specific requirements are noted in Appendix A and
will supersede the general product quality requirements. Any brand-specific requirements
are noted in Appendix B and will supersede both category-specific requirements and
general product quality requirements.
A. General product quality
requirements. All Renewed products must meet the following requirements:
Product must be inspected, repaired (if applicable), cleaned and tested to
function and look like new.
If repaired, all components must be Original
Equipment Manufacturer (OEM) parts. Such parts can be new or refurbished to
a like-new condition (with the exception of Apple for which no harvested
parts can be used – see Appendix B.1).
No signs of cosmetic damage (scratches, dents,
etc.) should be visible when the product is held 30 centimeters away.
Any markings on external surfaces of the product must be intact (e.g.
product logo). No additional markings (e.g. supplier logo, engravings, etc.)
will be allowed.
All products must be restored to their original
factory settings and be fully unlocked for use.
When present, batteries must have a capacity that exceeds 80% of the new
Where present, displays should have no dead or
stuck pixels, and show no signs of dimming.
Where applicable, products must be upgradeable
to the latest firmware supported by the OEM (with the exception of Microsoft
PCs, which must already be sold with the latest available version of Windows
– see Appendix A.2).
Products must include all accessories that come with a new equivalent (see Appendix A and B for any
Accessories provided must be OEM, either new or
refurbished to a like-new condition (see Appendix A and B for any
Where applicable, wall plugs must be
compatible to the marketplace region where the product is sold. Adapters are not allowed as
The inclusion of instruction manuals is
encouraged, but not mandatory. In the absence of physical instruction
manuals, a link or reference to the manufacturer’s instruction manual can be
included. Safety instructions must be included where required by law.
Personally Identifiable Information (PII)
Products will be free of any PII before being circulated for sale. Examples
of PII include but are not limited to name, date of birth, fingerprints or
other biometric data, social security number, street address, email address,
cloud storage account and credit card information.
Any PII must be removed in accordance with the National Institute of
Standards and Technology (NIST) Standard on Media Sanitization or other
applicable local regulations and standards. Please refer to
NIST-SP.800-88.rev.1 for additional information.
Products must be packaged either in their original packaging or in a new
cardboard box. No product can be mailed in an envelope or padded
Packaging must be clean and free of any damage, markings and non-product
related labels and stickers.
If original packaging is used, the serial numbers on the box and the
product must match. In addition, labeling must be applied on at least two
sides of the package, explicitly identifying the product as 'Renewed',
'Refurbished', 'Remanufactured' or other applicable derivative.
Products and accessories must be compartmentalized and secured to ensure
they are not be in direct contact with each other and do not move inside the
box during handling and shipping.
Product packaging must pass drop-tests based on widely adopted standards
like those of the International Safe Transit Association
Products containing lithium ion or lithium
metal batteries are classified as Class 9 – Miscellaneous Dangerous Goods.
Refer to IATA and ICAO requirements as the product might require proper
identification, classification, packaging, marking and labeling.
B. Product Sourcing & Distribution. As per Amazon’s
policy on parallel imports (Refer to Europe Tax and Regulatory
Considerations), all Renewed products must be authorized for sale in the
European Economic Area (EEA). Selling Partners listing products sourced outside the EEA
must seek expert legal advice and make sure the rights owner does not object to such
products must come with the following warranty terms, to be honored and administered by
the manufacturer, refurbisher, reseller or third-party provider.
C. Guarantee. All Renewed Products, with the exception
of traditional wristwatches and Amazon Devices (for example: Echo, Fire), are covered by
the Amazon Renewed Guarantee. In addition, sellers are allowed to offer their own
guarantee on a voluntary basis to the customer (“Voluntary Guarantee”). Amazon is not
responsible for any claim related to Voluntary Guarantees a seller may offer. Neither
the Amazon Renewed Guarantee nor the Voluntary Guarantee affects the consumer’s rights
under the legal warranty.
All Renewed products, with the exception of traditional wristwatches and
Amazon Devices (for example: Echo, Fire) sold in the Amazon Renewed store
are part of the Amazon Renewed Guarantee.
Merchant Fulfilled Network (MFN) sellers must opt in to prepaid return
mailing labels within Seller Central to make their Renewed products listings
eligible for the Amazon Renewed Guarantee. Lack of compliance may result in
the removal of Amazon Renewed selling privileges.
FBA sellers are automatically eligible for the Amazon Renewed
Sellers will be able to appeal the Amazon Renewed Guarantee reimbursement
only in cases where the incorrect item was shipped back (for example, with a
different serial number or model), or the item was returned in a different
condition than when it was shipped (damaged by the customer). Sellers must
be able to provide documentation to prove either of these scenarios. To
appeal, please contact us by following these steps:
Sign in to Seller Central and click Contact Us.
On the left side, select Selling on Amazon.
On the right side pop-up panel, type "Amazon Renewed".
On the left side, click on Amazon Renewed
In the text box that appears, describe the issue and click
Send to create a case with our support
Type of coverage
If the product does not work as expected, Renewed customers will be able to
access Amazon’s "Talk to the Expert" support team.
If technical troubleshooting does not fix the issue, Renewed customers will
have the right to return the defective product and receive either:
a replacement unit of the same model, color, and version of the
originally purchased unit, or
a refund, if no replacement unit is available.
Period of coverage
The Amazon Renewed Guarantee will be valid for one year after a customer’s
receipt of a Renewed product sold in an Amazon Renewed store in the UK,
France, Germany, Spain, or Italy.
Neither the Amazon Renewed Guarantee nor the Voluntary Guarantee affect the
consumer's rights under the A-to-Z Guarantee