Amazon Introduces New Return Condition Checks for Hygiene and Media Products in Europe
By ChannelMAX Staff Writer
June-2026#21
Amazon has introduced a new return condition assessment process for certain Fulfilled by Merchant (FBM) products sold across several European marketplaces, giving sellers additional protection against ineligible returns. The update, announced on Seller Central, applies to hygiene and media products and is designed to help sellers reduce losses associated with unsellable inventory.
The new system requires buyers to answer product condition questions before completing a return request. Amazon says the change will help identify returns that may not qualify under existing consumer protection rules and allow sellers to decline eligible cases where applicable.
New Return Assessment Process for Buyers
Under the updated process, customers returning eligible FBM products in Amazon’s Belgium, France, Germany, Italy, Netherlands, Poland, Spain, Sweden, and UK stores must first confirm the condition of the item.
If a buyer reports that a sealed hygiene or media product has been opened and the return is based solely on a change of mind, Amazon will no longer allow the customer to complete a self-service return request. Instead, the customer may need to contact the seller directly through Buyer-Seller Messaging.
As a result, Amazon has advised sellers that they could see an increase in customer messages related to return requests.
Also Read: Amazon Accelerate 2026 To Feature Over 70 Partners For Seller Growth
Which Returns Can Be Declined?
Amazon reminded sellers that European consumer protection regulations allow merchants to refuse certain returns in specific situations.
Returns may be declined when:
• The customer changed their mind after opening an unsealed hygiene product that cannot be sanitised and resold.
• The customer changed their mind after opening an unsealed media product that cannot be returned in a resalable condition.
These protections are intended to prevent sellers from receiving inventory that can no longer be sold as new.
When Sellers Must Accept Returns
Amazon also clarified situations where returns must still be accepted.
Sellers are required to accept returns when:
• The product remains sealed, regardless of the reason for return.
• The product is defective.
• The product arrives damaged.
• The issue relates to product quality or functionality, whether the item is sealed or unsealed.
This means customer rights remain protected in cases involving faults, damage, or other legitimate product issues.
Why the Update Matters for FBM Sellers
Returns involving hygiene and media products can be particularly costly because opened products are often difficult or impossible to resell. Previously, sellers sometimes had to manually review such cases after return requests had already been initiated.
The new questionnaire moves part of that assessment to the beginning of the return process. This can help reduce unnecessary return shipments, lower operational costs, and give sellers greater confidence when managing return requests that fall outside mandatory consumer protections.
Sellers should review their return handling procedures and ensure customer service teams are prepared to respond promptly to any increase in Buyer-Seller Messaging inquiries resulting from the change.
Affected Amazon Marketplaces
The update applies to FBM orders sold through the following Amazon stores:
• United Kingdom
• Belgium
• France
• Germany
• Italy
• Netherlands
• Poland
• Spain
• Sweden
The change does not currently apply to Fulfilment by Amazon (FBA) returns, which continue to follow Amazon-managed return processes.
Amazon’s new return condition checks for hygiene and media products represent a significant step toward reducing avoidable losses for FBM sellers across Europe. By requiring customers to confirm the condition of products before initiating returns, Amazon is helping sellers identify non-eligible return requests earlier in the process. UK and European sellers should familiarise themselves with the updated requirements, monitor Buyer-Seller Messaging activity, and ensure their return policies align with applicable consumer protection laws and Amazon’s latest guidance published on Seller Central.
Also Read: Amazon Expands New Selection Program Benefits for Product Launches Starting July 30
Disclaimer:
Amazon is the registered trademark of the ecommerce company.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.
June-2026#21
Amazon has introduced a new return condition assessment process for certain Fulfilled by Merchant (FBM) products sold across several European marketplaces, giving sellers additional protection against ineligible returns. The update, announced on Seller Central, applies to hygiene and media products and is designed to help sellers reduce losses associated with unsellable inventory.
The new system requires buyers to answer product condition questions before completing a return request. Amazon says the change will help identify returns that may not qualify under existing consumer protection rules and allow sellers to decline eligible cases where applicable.
New Return Assessment Process for Buyers
Under the updated process, customers returning eligible FBM products in Amazon’s Belgium, France, Germany, Italy, Netherlands, Poland, Spain, Sweden, and UK stores must first confirm the condition of the item.
If a buyer reports that a sealed hygiene or media product has been opened and the return is based solely on a change of mind, Amazon will no longer allow the customer to complete a self-service return request. Instead, the customer may need to contact the seller directly through Buyer-Seller Messaging.
As a result, Amazon has advised sellers that they could see an increase in customer messages related to return requests.
Also Read: Amazon Accelerate 2026 To Feature Over 70 Partners For Seller Growth
Which Returns Can Be Declined?
Amazon reminded sellers that European consumer protection regulations allow merchants to refuse certain returns in specific situations.
Returns may be declined when:
• The customer changed their mind after opening an unsealed hygiene product that cannot be sanitised and resold.
• The customer changed their mind after opening an unsealed media product that cannot be returned in a resalable condition.
These protections are intended to prevent sellers from receiving inventory that can no longer be sold as new.
When Sellers Must Accept Returns
Amazon also clarified situations where returns must still be accepted.
Sellers are required to accept returns when:
• The product remains sealed, regardless of the reason for return.
• The product is defective.
• The product arrives damaged.
• The issue relates to product quality or functionality, whether the item is sealed or unsealed.
This means customer rights remain protected in cases involving faults, damage, or other legitimate product issues.
Why the Update Matters for FBM Sellers
Returns involving hygiene and media products can be particularly costly because opened products are often difficult or impossible to resell. Previously, sellers sometimes had to manually review such cases after return requests had already been initiated.
The new questionnaire moves part of that assessment to the beginning of the return process. This can help reduce unnecessary return shipments, lower operational costs, and give sellers greater confidence when managing return requests that fall outside mandatory consumer protections.
Sellers should review their return handling procedures and ensure customer service teams are prepared to respond promptly to any increase in Buyer-Seller Messaging inquiries resulting from the change.
Affected Amazon Marketplaces
The update applies to FBM orders sold through the following Amazon stores:
• United Kingdom
• Belgium
• France
• Germany
• Italy
• Netherlands
• Poland
• Spain
• Sweden
The change does not currently apply to Fulfilment by Amazon (FBA) returns, which continue to follow Amazon-managed return processes.
Amazon’s new return condition checks for hygiene and media products represent a significant step toward reducing avoidable losses for FBM sellers across Europe. By requiring customers to confirm the condition of products before initiating returns, Amazon is helping sellers identify non-eligible return requests earlier in the process. UK and European sellers should familiarise themselves with the updated requirements, monitor Buyer-Seller Messaging activity, and ensure their return policies align with applicable consumer protection laws and Amazon’s latest guidance published on Seller Central.
Also Read: Amazon Expands New Selection Program Benefits for Product Launches Starting July 30
Disclaimer:
Amazon is the registered trademark of the ecommerce company.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.