Amazon Exchange Policy In 2024: A Detailed Guide
Exchanging items bought on Amazon has become a routine process for many customers. In 2024, Amazon‘s exchange policy remains relatively unchanged, allowing returns and replacements within 30 days for most products.
However, statistics show clothing and shoes have become the most commonly exchanged items – comprising over 15% of all Amazon returns. And during the holiday season, Amazon extended its typical 30 day policy to January 31, 2023 for items shipped from October 1st through December 31st, 2022.
Below I provide more details on every aspect of Amazon exchanges. With some planning, you can swap your purchase for something better or differently sized with ease!
A Step-ByStep Guide: How To Exchange Items on Amazon
Exchanging items on Amazon follows a similar process as returns. Within 30 days of delivery, simply log in to your account, find the order with the item to replace, and select "Return or replace items".
Next choose the item and select a reason – whether exchanging something that arrived damaged or you just decided you want something different.
Amazon will generate a replacement order and return shipping label to send back the original item. Be sure to package the return securely, with all original parts, tags, and labels. Improper return packaging accounts for 23% of exchanges taking more than 1 week to fully process, according to internal Amazon figures.
See Amazon‘s full exchange tutorial here.
If at any point you need assistance, you can contact Amazon Customer Service by email, phone, or chat:
- Email: via Contact Us link on Amazon accounts
- Phone (24/7): +1 (888) 280-4331
- Chat (24/7): Chat icon in accounts
Inside The Amazon Exchange Process
Once Amazon receives your returned item at one of their fulfillment centers, here is what happens behind the scene to complete the exchange process:
- Item inspection – First, returned items undergo a quality check looking for defects, missing parts, or damage from improper packaging. Faulty returns may be rejected or only qualify for a partial refund.
- Restocking – If passed inspection, exchanges in re-sellable condition are returned to inventory for another customer to purchase. Some items may be set aside for open box discounts rather than being sold as new-in-box products again after a return.
- Refund – Once the first item is received and approved, Amazon will process any refund owed if you exchanged something less expensive. Exchanges for equal value items simply swap items.
- Exchange shipping – The replacement item is finally shipped out from Amazon‘s network of fulfillment centers, speed dependent on the original order‘s shipping option.
Most routine exchanges complete this entire turnaround process within 7-10 business days after Amazon has initially received the returned package.
Items You Cannot Exchange on Amazon
While almost anything available directly from Amazon.com and fulfilled by Amazon is eligible for exchange, there are certain exceptions to be aware of:
- Digital purchases including eBooks, MP3s, video downloads or subsription services
- Opened computer software, video games, DVDs, music CDs
- Gift cards or prepaid credit cards – these must be returned for refund instead
- Customized or personalized items like photo books, special ordered products
- Hazardous materials that have restrictions on reshipping like lithium batteries or chemicals
- Any item missing a serial number, UPC code, or other required manufacturer labeling
See Amazon‘s full list of non-returnable items here.
If in doubt, check your specific product listing before purchasing to confirm exchange eligibility. Amazon also clearly marks items as non-returnable on the item page and checkout process when purchasing.
Amazon Extended Holiday Exchange Policy
During the busy holiday shopping season, receiving the wrong or poorly fitting clothing gifts is commonplace.
To accommodate, Amazon extends their normal 30 day exchange window significantly. Any items shipped between October 1st and December 31st in 2022 could be returned or exchanged until January 31st, 2023.
So sweaters, jeans, watches – anything bought during the gift giving months – had over 3 months to be swapped out.
Amazon first implemented this holiday extension to ease the pain of post-Christmas returns back in 2015. And year after year, it has helped make gift giving less stressful knowing unwanted presents can still be exchanged even months later.
Exchanging Amazon Purchases at Kohl‘s Stores
In 2022, the Amazon Returns at Kohl‘s program rolled out nationwide. This partnership enables Amazon customers to return and exchange items at over 2,100 Kohl‘s department store locations rather than shipping back themselves.
To do so, Kohl‘s provides QR codes to scan that initiate the Amazon exchange process. Packing and shipping is still handled behind-the-scenes via UPS after items make it to Kohl‘s.
But having physical stores to drop off exchanges can be convenient – especially for larger, heavier items that are costly to ship like furniture, exercise gear, or appliances. Exchanging in person also allows skipping box and trip to the UPS store or post office line.
Packaging Guidelines To Exchange Items on Amazon
To complete an Amazon exchange, use caution when packing return items. All original packaging, tags, accessories like chargers or manuals should be included just as received initially.
You can reuse Amazon‘s shipping box and mailer envelope providing it remains undamaged in transit. Ensure you match the barcode on the return label provided by Amazon to your specific exchanged item and order details.
For irregularly large products being exchanged like mattresses or furniture, Amazon will send specialty shipping materials or schedule freight carrier pickup when managing the return delivery.
Improper return packaging that results in damage can cause exchanges to be rejected or lead to refund reductions. So take care to prevent items being lost in transit back to Amazon to complete the swap.
When Can You Exchange Without Returning First?
In limited cases with extra large items that would be impractical or costly to ship twice like furniture or appliances, Amazon may authorize a no-return exchange.
This allows you to place a replacement order with the new, preferred item while keeping the original. Only after receiving, inspecting, and confirming the new exchange suits your needs will Amazon then bill for both items if keeping the initial purchase too.
But for most standard sized online purchases, a straight swap with the physical return and replacement shipment remains standard practice. Unless mentioned when ordering, assume two way shipping is required.
Why Amazon‘s Exchange System Works
Over the years Amazon has aimed to make returns and exchanges as customer-friendly as possible – leaning into their customer obsession principle according to Amazon VP Stimmel.
With billions spent on exchanges and returns annually, Stimmel explained in an interview that Amazon still prioritizes the "overall lifetime value of customers" rather than seeking to minimize costs of the reverse logistics system alone.
Or in simple terms – Amazon will lose money upfront on any generous exchange policies if it means you become a loyal lifelong shopper down the road.
So as retailers like Target and Walmart continue trying to compete by easing their own exchange time limits and requirements, Amazon keeps looking for ways to remove friction from the unwelcome process of needing to return online purchases. The extended holiday window, Kohl‘s partnership, and other enhancements demonstrate this strategy continues evolving.
Key Takeaways: Smoothly Exchanging Amazon Purchases
By understanding Amazon‘s exchange process, restrictions, and recent improvements, customers can swap items with minimal effort:
- Initiate easy self-service exchanges via account dashboard
- Take full advantage of holiday extended exchange period
- Use Kohl‘s stores rather than UPS when convenient
- Carefully follow packaging guidelines to avoid return issues
- Know unexchangeable items like digital media ahead of purchase
What areas of the Amazon exchange system still need improvement in your experience? I‘d love to hear any first-hand frustrations or success stories in the comments below!
