亚马逊手工艺品市场： 退货、退款和取消政策

退货

退货资格：

亚马逊的退货政策是您必须在收货后至少 30 天内接受退货，为了确保买家获得一致体验，手工艺品手艺人的退货政策必须与亚马逊退货政策同等优惠或比其更加优惠。

此政策的例外情况是除了尺寸和颜色定制之外还具有经过配置、个性化或刻字处理（如雕刻、冲压、交叉刻印、刺绣、浮雕、蚀刻或印刷）的定制选项的商品。请参阅【定制商品】了解更多详情。

下表说明了商品的示例以及如何应用退货政策。

	【标准退货政策适用：】 在本示例中，商品不提供定制选项，必须在买家收到购买商品后的 30 天内接受退货。
	【标准退货政策适用：】 在本示例中，要求买家仅选择尺寸和颜色选项，且必须在买家收到购买商品后的 30 天内接受退货。 注意： 尺寸和颜色选项仅供参考。可能显示其他通用选项；例如抛光、长度，甚至选择初始值。
	【标准】或【定制商品】政策可能同时适用，具体取决于买家订购的商品。 在本示例中，如果买家未选择可选雕刻选项，则必须在买家收到购买商品后的 30 天内接受商品。 但是，如果买家请求在商品上进行雕刻，则只有当配置、刻字或设计中出现拼写错误或其他错误（并非买家的过错）、商品送达时已残损或者商品与订购的商品存在重大差异时，才要求接受商品退货。

定制商品：

定制商品包括任何经过配置、个性化或刻字出路（如雕刻、冲压、交叉刻印、刺绣、浮雕、蚀刻或印刷）的商品。针对这些商品的亚马逊商城交易保障索赔要求：

• 在收到退货商品后的 14 天内通知您

• 由于这些商品均属于个人配置、刻字或工艺设计，因此您不需要接受退货或换货，除非商品在送达时出现残损/瑕疵或与订购的商品存在重大差异。

• 如果由于买家的过失而导致配置、刻字或工艺设计中出现拼写错误或错误，您作为卖家将受到我们所述的退货政策的保护。

• 所有商品包装（如箱子）和真品证书、等级证书以及鉴定证书（如果有）必须随商品一起退回。未提供所有适用标签的商品不接受退货。

注意： 如果您收到的退货商品不符合这些要求，则根据适用于可定制商品的亚马逊退货政策，您无需接受退货或为买家退款。

处理退货

有关管理退货的信息（包括指南和常见问题），请参阅管理退货。

手工艺品手艺人销售的亚马逊商城交易保障索赔商品需遵守亚马逊的标准亚马逊商城交易保障政策。此政策的例外情况是除了尺寸和颜色定制之外还具有可选定制选项的已订购/已售商品。请参阅【定制商品】了解更多详情。

以下帮助主题提供了与标准亚马逊商城交易保障索赔相关的其他信息：

• 关于亚马逊商城交易保障索赔

• 回复亚马逊商城交易保障索赔通知

• 针对亚马逊商城交易保障索赔提出申诉

• 避免亚马逊商城交易保障索赔

其他政策

您必须提供美国境内的退货地址或支付运至国际地址的退货费用，支付这一费用的方式可以是提供预付费退货标签，也可以是退还国际退货运费。

有关国际退货的更多信息，请参阅国际卖家重要须知

如果买家对所收商品的配送或状况存有异议，或收到错误商品，我们将让他们直接与您联系，以求解决该问题。如果未能与您直接解决该问题，买家可以选择提出亚马逊商城交易保障索赔。

• 亚马逊假期退货延长政策规定，在 11 月 1 日至 12 月 31 日之间配送的订单可在次年的 1 月 31 日之前退货。 本政策适用于由您配送或亚马逊物流 (FBA) 配送的商品。

• 目前，所有亚马逊配送和卖家自配送 Prime 手工艺品市场商品均可享受免费退货。无论商品是否可定制，Prime 退货政策均优先于手工艺品退货政策。

请参阅以下图片，了解商品示例以及商品是否有资格享受常规退货的信息：

退款

如果您收到买家的退货，或已安排退还购买金额，则应该发放退款。在发放退款之前，先将商品退还给您进行检查，然后才要求您发放退款。

注意： 退货时间为收到商品后 30 天，但配送退回的商品可能需要更长时间。

您可以通过管理订单工具发放全额或部分退款。 有关更多信息，请参阅退款选项页。

重新入库费

如果买家退回您的某件商品，您有权根据退货原因，依据重新入库费指南按商品价格的一定比例收取重新入库费。

取消

您可以制定买家可据此退回商品或取消商品（定制或按单定制商品）的条款。

如果买家要求您取消订单，且您尚未发货及确认发货，您可以在管理订单页面或使用“订单取消”上传数据取消订单。

如果您已确认订单发货，则可以在管理退货中批准退货请求。

请参阅订单取消，了解有关订单取消如何影响您的账户状况的其他详情。

亚马逊官网原文详情：   

Amazon Handmade: Returns, Refunds, and Cancellations Policies

Returns

Return Eligibility:

To ensure a consistent experience for customers, Handmade Makers must match or exceed Amazon’s return policy, which states you must accept returns within at least 30 days of receipt of purchase.

An exception to this policy are items that are offered with customization options, other than size and color, that are configured, personalized, or inscribed such as, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. See Customized Products for additional details.

The table below illustrates examples of listings and how the return policy is applied.

	Standard return policy applies: In this example, the listing offers no customization options and returns must be accepted for return within 30 days of receipt of purchase by the customer.
	Standard return policy applies: In this example, the customer is asked to choose only size and color options and must be accepted for return within 30 days of receipt of purchase by the customer. Note: Size and color options are just examples. Other generic options may be presented; For example: finish, lengths, even selecting an initial.
	Standard or Customized Product policies can both apply, depending on what the customer ordered. In this example, if the customer does NOT select the optional engraving option, the item must be accepted within 30 days of receipt of purchase by the customer. If, however, the buyer requested engraving on their item, the item is required to be accepted for return only if there was a misspelling or other error in the configuration, inscription, or design that was not the fault of the customer, the item arrives damaged, or the item is materially different than what was ordered.

Customized products:

Customized products include any products that are configured, personalized, or inscribed such as, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. A-to-z Guarantee claims for these items require:

• Notification to you within 14 days of receipt of their item for a return

• Due to personal configuration, inscription, or design on these products, you are not required to accept returns or exchanges unless the products were damaged/defective upon arrival, or materially different from what was ordered.

• If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the customer, you as the Seller are protected per our stated Return policies.

• All product packaging (such as boxes) and if applicable; certificates of authenticity, grading, and appraisal must be returned with the item. Products without all applicable tags are not acceptable for return.

Note: If you receive a returned product that does not meet these requirements, you are not required to accept the return or refund the customer for the purchase per the Amazon Return Policies on customizable products.

Processing a Return

For information related to managing returns, including guidelines and FAQs, see Manage returns.

A-to-z Guarantee Claims Products sold by Handmade Makers are subject to the standard A-to-z Guarantee policies for Amazon. The exception to this are items that are ordered/sold with optional customization options, other than size and color. See Customized Products for additional details.

The following help topics provide additional information related to standard A-to-z Guarantee claims:

• About A-to-Z Guarantee claims

• Respond to an A-to-z Guarantee claim notification

• Appeal an A-to-z Guarantee claim

• Prevent A-to-z Guarantee claims

Additional Policies

You must provide a return address within the United States or pay for return shipping to an international address, either by providing a pre-paid return label or by refunding the return international shipping costs.

For additional information on International returns, see Important Information for International Sellers

If the buyer disputes the delivery or condition of the item received, or receives the wrong product, they will be directed to contact you to resolve the issue. If the issue is not resolved with you directly, the buyer will have the option to file an Amazon A-to-z Guarantee claim.

• The Amazon Extended Holiday Return Policy requires that orders shipped between November 1 and December 31 be returnable through January 31 of the following year. This policy applies to items either shipped by you or by Fulfillment by Amazon (FBA).

• All Fulfilled by Amazon and Seller Fulfilled Prime Handmade items are currently eligible for free returns. Prime return policies outweigh Handmade return policies, whether the item is customizable or not.

Refer to the images below for examples of listings and information on whether they would qualify for regular returns:

Refunds

A refund should be processed when you have received a return from a buyer or you have made arrangements to refund a purchase. You are not required to issue a refund until the item is returned to you for inspection, prior to issuing the refund.

Note: The return window is 30 days after receipt; however, delivery of the returned items might take longer.

You can issue refunds in full or partially via the Manage Orderstool. See the Refund Options page for more information.

Restocking fees

If a customer returns one of your products, you have the right to charge a restocking fee based on the reason for return, which is a percentage of the item’s price according to the Restocking Fee guidelines.

Cancellations

You can determine the terms under which customers can return products or cancel items that are customized or made-to-order.

If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed.

If you have already confirmed an order as shipped, you can authorize the return request in Manage Returns.

See Order cancellations for additional details on how they can impact your Account Health.

文章来源：亚马逊官方网站