Amazon a-to-Z Guarantee Claim

Amazon's A-to-z Guarantee covers items sold and dispatched by third-party Marketplace sellers on Amazon.co.uk that don't arrive, are damaged, defective or not as described, or where a return or refund is missing or short. The order's last delivery date must be 90 days ago or less. A refund isn't guaranteed until Amazon's investigation ends. source

On Amazon, you can claim if the seller did not respond within 48 hours or did not resolve the problem to your satisfaction. For non-delivery, 3 days must have passed since the latest estimated delivery date or confirmed delivery, whichever is sooner. Chargebacks, digital items and services are excluded, and for Prime-delivered Marketplace items Amazon asks you to contact it. A separate page covers the refund amounts. source

Your rights depend on whether the seller is a trader or a private individual, not on the website. Traders must make clear that they are businesses. source

Buying from a business: goods must be of satisfactory quality, as described (including in the listing and marketing material) and fit for purpose. This applies to used goods as well as new, and you can seek a refund, repair or replacement. source

Marketplaces are not legally responsible for products sold by third parties, unlike an ordinary retailer. Some, including eBay and Amazon, offer refund guarantees for faulty, damaged or undelivered items, so check the terms. source