Overview

Amazon's auto sales platform comes with a structured return policy that all participating dealers must follow. The policy establishes a three-day return window for new and Certified Pre-Owned (CPO) vehicles sold through the program, along with specific conditions governing when returns must be accepted, how refunds are processed, and what happens with trade-ins. Understanding these requirements is essential for any dealer participating in Amazon Autos.

Key Points / What Sellers Need to Know

• 3-day return window — Customers can initiate a return within three calendar days of the vehicle being marked as delivered on the A2Z system. This window includes weekends and holidays, and the delivery date itself is not counted as one of the three days.
• 300-mile limit — The difference between the odometer reading at pickup and the return drop-off cannot exceed 300 miles for the return to be eligible.
• Same-condition requirement — The vehicle must be returned in essentially the same condition as when it was sold, with no accidents, damage, alterations, or new liens placed on it.
• Mandatory acceptance — Dealers cannot refuse a return if all eligibility conditions are met. Amazon may overturn rejected returns if evidence is insufficient.
• 24-hour refund processing — All refunds must be processed within 24 hours of accepting the return.
• Trade-in considerations — In the event of a return involving a trade-in, dealers must either refund the full trade-in equity or return the original trade-in vehicle to the customer.

How the Return Window Works

The return clock starts when the dealer marks the vehicle as delivered on the A2Z platform after the customer has completed paperwork and driven off the lot. The window closes at 11:59 PM local time on the third calendar day following delivery. Importantly, the delivery date counts as day zero, so the three-day count begins the following day. For example, if a vehicle is marked delivered at 2:00 PM on a Monday, the return window would close at 11:59 PM on Thursday, regardless of whether any of those days fall on holidays or days the dealership is closed.