What is the A-to-z Guarantee?
The A-to-z Guarantee is designed to handle situations where a customer either never received a product or received a product that is materially different from what was ordered or expected. We ask customers to first contact the seller when they have a problem. If the merchant fails to resolve the problem, the customer can file an A-to-z claim. When Amazon.co.uk receives the claim, we send the seller an automated email detailing the claim which requests a response with basic information about the order and the fulfilment process. Amazon.co.uk will then determine how the claim will be settled which may include reimbursement of the order to the customer, at the merchant’s expense.
