What should I do if an Amazon item marked new arrives in the wrong condition?
Answer
If an Amazon order was sold as New but arrives used, damaged, incomplete, or otherwise not new, start a return or replacement from Your Orders on Amazon. Use the A-to-z Guarantee path only if the seller or return flow does not resolve a third-party marketplace problem.
Before you start: stop right away if…
- Do not share Amazon passwords, recovery codes, or one-time codes with anyone who contacts you unexpectedly about a refund.
Follow these steps
Document the condition
Photograph the outer packaging, seals, serial labels if present, and every defect that shows the item is not new.
You should see: You have clear evidence of the condition mismatch.
Open the order in Your Orders
In the Amazon app or on amazon.com, open Your Orders, select the purchase, and choose Return or replace items or Problem with order.
You should see: Amazon shows return, refund, or replacement options for that order.
Choose refund or replacement
Select the reason that best matches wrong or not-as-described condition, upload photos if asked, and finish the return or replacement request.
You should see: Amazon confirms a return label, pickup, refund, or replacement shipment.
Escalate marketplace seller issues if needed
If a third-party seller listing still will not resolve the New-condition problem after Amazon’s return flow, open A-to-z Guarantee claim help from the order page.
You should see: You have a pending Amazon claim or a completed refund or replacement.
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Extra tips
What to look for: The order’s condition label New in Your Orders, plus photos of packing, seals, wear, missing parts, or damage that do not match a new item.
Before you change anything: Keep the item, packaging, and accessories until the return is approved. Take clear photos of the problem before discarding anything. Use Amazon’s official Your Orders page or app, not unexpected email links. Never share account passwords or one-time codes with unexpected callers.