Amazon

 warranty policy – coverage & claims process

Amazon Australia offers warranty protection across a wide range of products, depending on what you’ve purchased. Amazon-branded devices (like Kindles or Echo speakers) come with a One-Year Limited Warranty, covering defects in materials and workmanship. For most other items, the manufacturer’s warranty applies, generally lasting 12 months, though that can vary.

Importantly, Amazon also upholds your rights under Australian Consumer Law (ACL). That means regardless of the product's stated warranty, if it fails to meet acceptable quality or doesn’t last a reasonable amount of time, you’re entitled to a repair, replacement or refund.

If your item is faulty, Amazon encourages reporting it within 30 days for a return or replacement. But even after 30 days, support may still be available through a warranty or ACL-based remedy. Amazon typically won't leave you stranded just because the return window passed.

Start your warranty claim through Amazon’s Online Returns Centre:

1. Log in to your account, go to “Returns & Orders.”
   
   
2. Select the item and reason for return (e.g. “defective”).
   
   
3. If within 30 days and sold or fulfilled by Amazon, you can usually organise a free return or replacement instantly.
   

If it’s beyond 30 days or more complex, contact Amazon Australia Customer Service via online chat or phone at 1800 323 028 (for devices). Have your order number ready.

For Marketplace purchases (items sold and fulfilled by third-party sellers), you’ll need to contact the seller via your order page. If they’re unresponsive or deny a valid claim, you can file an A-to-z Guarantee claim, where Amazon steps in to resolve the issue.

Once approved, Amazon provides return instructions - usually with a prepaid label. Pack everything securely, and keep a record of all communication and shipment details until resolved.

💡 Tip: If you're told an item is out of warranty, calmly reference your rights under ACL. Amazon is legally obligated to honour them.

Amazon’s warranty doesn’t cover accidental damage, misuse, unauthorised repairs, or external causes (e.g. water or fire). For Amazon devices, issues like cracked screens, spills, or battery degradation over time typically aren’t included.

Other exclusions:

• Normal wear and tear
  
  
• Consumable parts (like batteries or cables)
  
  
• Items marked as “Renewed” usually come with a 90-day guarantee, not a full year.
  
  
• Grey imports or overseas-shipped products may carry shorter or no warranties, but your ACL rights still apply.
  
  

For items sold by third parties, Amazon may refer you to the manufacturer post-30 days.

Always check the product listing carefully, especially for warranty terms and seller type. If you buy from outside Amazon’s official site or via unauthorised sellers, you might not be eligible for warranty support.

To ensure a smooth claim process, have these ready:

• Proof of purchase (Amazon order confirmation or invoice from your “Your Orders” page)
  
  
• Product serial number or IMEI (especially for electronics)
  
  
• Warranty card or documentation (if included)
  
  
• Photos or video of the defect (optional but helpful)
  
  
• All original accessories and packaging (not essential, but can help)
  
  

Even if you can’t provide all of the above, a valid proof of purchase is generally sufficient, especially under ACL protections.

Amazon is known for fast and flexible warranty resolutions. If you're returning a faulty item directly, refunds or replacements are often processed:

• Immediately upon parcel drop-off scanning, or
  
  
• Within a few business days after receipt.
  
  

A-to-z Guarantee claims (used when third-party sellers don’t cooperate) are usually resolved in about a week.

If your item goes to the manufacturer for repair, expect 1–3 weeks depending on the product and provider. Amazon’s support can coordinate, but turnaround depends on the manufacturer’s process.

If things drag on, follow up. Under ACL, extended delays aren’t acceptable and Amazon typically acts quickly once reminded of that.