Amazon Adds More Return Options For Consumers

Amazon is aiming to make buying— and returning— more convenient this holiday season by offering customers at least one free return option on millions of items sold on the website. Free returns are now available for electronics, household items, pet supplies, kitchen appliances and more, in addition to shoes and apparel, no matter the reason for the return.

“At Amazon, we’re constantly innovating on the customer experience, not only when purchasing an item, but also making a return,” said Libby Johnson McKee, director, Amazon WW returns and recommerce. “With free returns on millions of items, customers don’t need to worry if the keyboard they ordered doesn’t feel quite right or if their dog likes his new bed, they can buy with confidence, knowing they’ll be able to return it for free with just a few easy clicks.”

To start a return, customers select the item or items to be returned and the reason for returning from the ‘Your Orders’ page on or the app. Customers then select from a list of convenient return options, including at least one free option, and then drop off their item at a location within five miles of their delivery address. Most refunds are credited to customer’s accounts within two hours of the return being initiated, the company said.

Amazon now offers a label-free and box-free return option for eligible items at more than 5,800 locations, limiting the amount of packaging used in returns and in many cases, reducing the number of pickups from drivers. For customers, label-free, box-free returns is simple to use—customers show the QR code received after starting a return, along with the item to be returned, to an associate at a participating location. The associate will then pack and ship it for free, consolidating packages whenever possible.

Amazon now offers more than 18,000 no-cost return drop-off locations for customers, including Amazon Books stores, Amazon 4-Star stores, Amazon Hub locations, select Whole Foods Markets and third party locations like Kohl’s, and UPS and more.

Items eligible for free returns are indicated on the product’s detail page. All return-eligible items, weighing under 50 lbs. and sold and fulfilled by Amazon, have at least one free return option within 30 days of delivery for a full refund. Customers can return the item for any reason in new and unused condition. During the holidays, items shipped and fulfilled by Amazon between November 1 and December 31, 2019, can be returned until January 31.