Política de devoluciones de Amazon — el plazo real y cómo usarlo
Cada línea de abajo está citada de la política de devoluciones publicada por Amazon y enlazada a la fuente. Si te niegan una devolución que te corresponde, el agente de Owed puede insistir por ti.
Devoluciones y reembolsos
30 díasplazo indicado
Most items sold on Amazon can be returned within 30 days of delivery in original or unused condition, and most returns are free at over 8,000 drop-off locations, usually without boxing or labeling. The window varies more than people expect: 7 days on unread Kindle books and undownloaded digital textbooks, 15 days on Apple and Boost Infinite products and Amazon Haul items over $3, 90 days on most nonperishable baby products, mattresses and Renewed items in Acceptable through Excellent condition, 180 days on wedding registry gifts bought by someone else, and 365 days on Renewed Premium and baby registry gifts bought by someone else. The part worth reading before you ship is the fee schedule. Miss the return-by date and Amazon charges 20% of the item price for the first 30 days and 100% after that. Return something damaged, missing parts, with tags removed or with obvious signs of use for reasons that are not Amazon's fault and the damage fee runs up to 50% of the item price — 100% on Amazon Luxury. Opened software, video games and collectible cards carry a 100% restocking fee. An unusually high return rate can also cost you the free return shipping option.
En sus propias palabras
“Most items can be returned for a refund or replacement/exchange within 30 days of delivery as long as they are in original or unused condition.”
Amazon Return Policy
“A refund will be provided if Amazon (or the third-party seller) has received the item, and determined that you are eligible for a refund. It can take up to 30 days for us to receive and process your return.”
Amazon Return Policy — processing
“Most items sold on Amazon.com can be returned within 30 days of delivery - some exceptions include:”
Return Window
“Additionally, products listed as "Final Sale" are non-returnable and non-refundable, including trading card games, specific discounted items, and items sold in the Amazon Haul store that are $3 and less.”
Items That You Can''t Return
“In the unlikely event that a non-returnable/Final Sale item arrives damaged, defective, or materially different from what was ordered, please contact Customer Service.”
Items That You Can''t Return — damaged on arrival
“When you order from a third-party seller that fulfills and ships their own inventory, your return is sent back to the seller instead of Amazon.”
Third-Party Seller Returns
“You can return most items for free at over 8,000 convenient locations, typically within a 5-mile radius of your address. Additionally, most returns do not need to be boxed or labeled.”
Sending Us Your Return
“For any return, Amazon may require additional information and documentation (such as a government-issued photo identification) during the processing of a return to help determine whether to provide a refund/replacement. Amazon reserves the right to take additional actions to prevent fraud or abuse (including denial of returns, refunds or exchanges, or imposing return fees).”
Note
Las citas se muestran en el idioma en que la empresa las publicó.
Lo que excluyen
- Perishables, products posing health or safety risks if returned, products with shipping restrictions, customized products, redeemable products, Amazon Pharmacy products, pet medication, certain digital products and automobiles
- Items listed as Final Sale, including trading card games, specific discounted items and Amazon Haul items of $3 and less
- Late fee: 20% of the item price for the first 30 days after the return-by date, 100% afterwards
- Damage fee: up to 50% of the item price for items returned damaged, missing parts, out of original condition, with tags removed or showing obvious signs of use — 100% for Amazon Luxury
- Restocking fee of 100% of the item price on opened, activated, used or incomplete software and video games, and on opened collectible cards, board games and chase-variant figurines
- Return shipping fees may apply if you pick a non-free drop-off option, return a heavy or bulky item (50 lbs or more, longest side over 59 inches, or girth over 130 inches), or have an unusually high return rate
- Bundle purchases must be returned in full — partial refunds are not available
- Manufacturer warranties are handled by the manufacturer, not Amazon, and may not cover used products offered on Amazon.com
Cómo reclamar
Go to Your Orders and click Return Items next to the item. Return before the return-by date shown in your confirmation email or the Return Request tab in Order History — that date, not the 30 days, is what the late fee is measured against. Send the item back in original condition with tags attached and hygiene seals intact, in the original manufacturer packaging with all components, manuals and inserts. Do not combine items from separate orders in one return. Wipe personal data off any device before sending it. Third-party sellers who fulfil their own inventory must offer a US return address, a prepaid return label, or a full refund without asking for the item back.
Página de reclamos de Amazon →Fuente: política publicada por Amazon · verificado el 2026-08-03
Si te dicen que no
Una primera negativa no es el final — la mayoría de los reclamos que se pagan son los que se respondieron una segunda vez. La escalera que funciona:
- Responde en el mismo hilo citando la línea exacta de la política de arriba, con tu número de pedido y la fecha. Pide un supervisor o un número formal de queja.
- Escala a un contacto ejecutivo si el soporte se estanca — una solicitud específica y documentada funciona mejor que una enojada.
- Usa tu medio de pago: un contracargo por "no es como se describió" o "no recibí el artículo" (normalmente dentro de los 60 días del estado de cuenta según la Fair Credit Billing Act de EE. UU., y hasta 120 días según las reglas de las redes de tarjetas — confirma el plazo exacto con tu banco), o una disputa en PayPal.
- Para envíos perdidos o dañados, presenta el reclamo directamente con la paquetería.
- Escala externamente: la garantía de la plataforma de venta, PROFECO (México), la fiscalía de tu estado o la FTC (EE. UU.). El juzgado de menor cuantía es el último recurso.
Owed lee tus recibos, vigila cada garantía, redacta el reclamo citando los términos de arriba y da seguimiento hasta que te paguen. Gratis para empezar.
Las políticas cambian. Reverificamos estos términos con regularidad y mostramos la fecha de cada revisión, pero confirma siempre los términos vigentes en el sitio de Amazon antes de basarte en ellos. Owed no es un despacho legal y esta página no es asesoría jurídica.