When do I use the “Order contained damaged/defective/incorrect items” reason while filing an A-to-z Guarantee claim?
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is “materially different” and the seller should be willing to offer a refund or exchange per the terms of the seller’s returns policy. If the seller does not accept the return of an item that is made in accordance with the seller’s return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns. Items are considered “damaged/defective or incorrect” in these circumstances: • Wrong version or edition: You received the item ordered, but it’s a different version or edition than what was displayed on product page. • Item condition or details not as described: You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page. • Item was completely different from what was ordered: Seller
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is “materially different” and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller’s return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns. Items are considered “damaged/defective or incorrect” in these circumstances: • Wrong version or edition: You received the item ordered, but it’s a different version or edition than what was displayed on product page. • Item condition or details not as described: You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page. • Item was completely different from what was ordered: Seller mistakenly sent
