This Refund Policy explains under what circumstances AMZ Makers issues refunds for services rendered, how to request a refund, and what you can expect during the review process. We ask that all clients read this policy carefully before engaging our services. By proceeding with payment, you confirm that you have reviewed and understood these terms.

Because AMZ Makers delivers professional services rather than physical products, refunds are handled differently than a standard retail return policy. Service work, once performed, involves real time, research, labor, and expertise that cannot be recovered. Our refund framework is designed to be fair to both parties while protecting the integrity of our operations.

1. General Policy

AMZ Makers does not offer automatic refunds for completed services. However, we take service quality seriously and will review refund requests that are submitted in good faith and supported by clear documentation of a service failure on our part.

We distinguish between two categories: services already delivered, and services paid for but not yet started. The eligibility criteria and process differ for each, as outlined below.

2. Eligibility for a Refund

Services Not Yet Started

If you have paid for a service and we have not yet begun the work, you are eligible for a full refund, less any non-refundable onboarding or administrative fees specified in your service agreement. Requests in this category must be submitted in writing within five (5) business days of payment.

Services Partially Completed

If work has begun but not been completed, we will evaluate the proportion of work completed at the time the refund request is submitted. Refunds in this category, if approved, will be calculated based on the billable value of work not yet performed. The completed portion is non-refundable.

Services Fully Delivered

Refunds for completed services are only considered where there is documented evidence of a material failure to deliver what was explicitly agreed upon in the signed SOW. A difference in expected versus actual ecommerce results does not constitute a basis for refund, as outcomes in marketplace selling depend on variables outside our control, including platform algorithm changes, product reviews, competitor pricing, and inventory availability.

3. Non-Refundable Services and Fees

The following are not eligible for refund under any circumstances:

  • Onboarding and account setup fees, which cover administrative work, account access configuration, and initial planning sessions.
  • Advertising spend managed on the client's behalf through Amazon PPC, Google Ads, or other paid channels. These funds are disbursed directly to the advertising platforms and are not recoverable by us.
  • Third-party tool subscriptions, software licenses, or platform fees purchased on behalf of a client as part of their service setup.
  • Completed deliverables such as written content, A+ content, listing copy, graphic design, and keyword research reports, regardless of whether the client uses them.
  • UK company formation fees, which are paid to government agencies and cannot be reversed once submitted.
  • Monthly retainer fees for periods already billed and in progress.

4. How to Request a Refund

To initiate a refund request, send an email to contact@amzmakers.com with the subject line "Refund Request – [Your Company Name]." Your email should include the following:

  • Your full name and the name of your business.
  • The invoice number and payment date associated with the charge in question.
  • The specific service or deliverable you are requesting a refund for.
  • A clear description of the issue, including any communication records or documentation that supports your claim.

 

Refund requests submitted without the above information may be delayed while we gather the necessary details.

5. Review Process and Timeline

Upon receiving your request, our team will acknowledge receipt within two (2) business days. We will then conduct an internal review of the work delivered against the scope defined in your SOW. This review typically takes between five (5) and ten (10) business days, depending on the complexity of the service engagement.

During the review, we may contact you to request additional information or to clarify aspects of the complaint. We ask that clients respond to these requests promptly, as delayed responses will extend the review timeline.

Once the review is complete, we will communicate our decision in writing. If a refund is approved, it will be processed within ten (10) business days using the original payment method. If your refund request is declined, we will provide a written explanation of the reasons.

6. Dispute Resolution

If you disagree with the outcome of a refund review, you may escalate the matter to a senior member of our management team by replying to the refund decision email and requesting escalation. We will review escalated cases within five (5) additional business days.

If an escalated dispute remains unresolved, both parties agree to pursue resolution through the dispute process outlined in our Terms and Conditions, including the option for binding arbitration under the rules of the American Arbitration Association.

We strongly encourage clients to engage with us directly before initiating chargebacks or payment disputes with their bank or card issuer. Chargebacks initiated before completing our internal review process may result in suspension of the client account and termination of ongoing services.

7. Service Guarantees

Where we have committed to a specific, measurable deliverable in a signed SOW and have failed to deliver that deliverable within the agreed timeframe due to reasons within our control, we will either complete the deliverable at no additional charge or offer a credit toward future services. This is our primary remedy for service failures, and it applies before any refund consideration.

AMZ Makers does not guarantee specific revenue, sales volume, account ranking, or marketplace performance outcomes. Ecommerce results are influenced by many factors outside our direct control, and commitments related to business outcomes are not the basis of refund claims unless explicitly stated as guaranteed deliverables in a signed agreement.

8. Changes to This Policy

AMZ Makers may revise this Refund Policy at any time. The current version will always be available at amzmakers.com. For active client engagements, the policy in effect at the time of payment applies to that payment, unless both parties agree in writing to apply an updated version.

9. Contact Us

For refund-related questions or to initiate a request, reach us at:

  • Email: contact@amzmakers.com
  • Phone: +1 (305) 340-4400
  • Website: amzmakers.com

Response Hours: Monday to Friday, 9:00 AM – 6:00 PM PDT