Amazon said no. A court can still say yes.
A rejected A-to-z claim or a refund that never lands is the end of Amazon's process, not yours. Which company you name depends on one line on the order page: "Sold by". Find it, and the rest follows.
Who you're actually suing
It usually depends on who the seller was. Amazon sells a lot of what's on its site itself; a lot more is sold by other businesses through the marketplace, with Amazon handling payment and often the delivery. The order page says which — and that normally decides who goes on the claim form.
Amazon's UK retail sales are made by a Luxembourg company that has a registered UK branch. A consumer claim against it is normally brought in the county court here and served at the UK branch address. If the order page says "Dispatched from and sold by Amazon", this is your defendant.
- Name on the form
- Amazon EU S.à r.l., UK Branch
- Company number
- BR017427
- Address for service
- 1 Principal Place, Worship Street, London, EC2A 2FA
Amazon EU S.à r.l. is registered in Luxembourg (UK Companies House overseas entry OE016327); its UK establishment BR017427 is at the London address above. We check the current registration before anything is filed.
Even if Amazon took your money and delivered the parcel, the contract of sale is usually with the seller named on the order. They are the defendant; their business name and address appear on their Amazon storefront page. Amazon itself normally comes in only where it made a promise of its own — an A-to-z refund it agreed and then didn't pay.
Amazon UK Services Ltd (03223028) at the same address runs warehouses and operations; it is not normally the company that sold you the goods. Naming the wrong Amazon company is the most common way these claims stall.
Checked against Companies House on 2026-08-24. Registered details change — the wizard re-checks before anything is filed.
Alongside the money itself, courts may award simple interest on money you have been kept out of — commonly 8% a year under the County Courts Act 1984 — and the court fee is typically added to a successful claim. Interest is discretionary.
How people describe it when they reach us
The sorts of things people tell us. Illustrative, based on patterns in the cases that reach us.
Your legal rights when an Amazon order goes wrong
In England and Wales a purchase from Amazon, or from a seller through Amazon, is usually a consumer contract governed by the Consumer Rights Act 2015. Which provisions bite depends on whether the goods were faulty, never arrived, or a refund was promised and not paid.
ActConsumer Rights Act 2015, s.9Goods from a business generally must be of satisfactory quality.
Where a consumer buys goods from a trader, section 9 usually implies a term that the goods are of satisfactory quality — taking account of price, description, durability, safety and appearance. A fault may support an argument that the goods were not satisfactory; courts typically ask what a reasonable person would regard as satisfactory in all the circumstances.
Read it on legislation.gov.uk ↗ActConsumer Rights Act 2015, s.22Within 30 days you can usually reject faulty goods for a full refund.
Section 22 generally gives a consumer a short-term right to reject goods that do not conform, normally within 30 days of delivery, and to receive a refund. The trader may ask to repair, but in most cases the choice in that first window is the consumer's. The period can be paused while a repair is under way.
Read it on legislation.gov.uk ↗ActConsumer Rights Act 2015, s.28Goods must usually be delivered within the agreed time, or 30 days.
Where a trader supplies goods to a consumer, section 28 usually requires delivery within the time agreed. If none was agreed, delivery must typically be without undue delay and in any event within 30 days. If the trader fails, the consumer may in some circumstances treat the contract as at an end and seek repayment.
Read it on legislation.gov.uk ↗ActConsumer Rights Act 2015, s.29Goods you buy usually stay at the retailer's risk until they reach you.
For consumer goods, risk usually remains with the trader until the goods come into the physical possession of the consumer or someone the consumer nominated. If a parcel was lost before that point, the trader may find it harder to rely on dispatch alone — which is why the retailer, not its courier, is normally the right defendant for a buyer.
Read it on legislation.gov.uk ↗ActConsumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg.29Most online and phone purchases can usually be cancelled within 14 days.
For most goods and services bought at a distance or off-premises, regulation 29 generally gives the consumer a 14-day cancellation period, with a refund to follow within 14 days of the trader being told. Some goods (personalised, sealed and unsealed, perishable) and some services are excluded, so it depends on what was bought.
Read it on legislation.gov.uk ↗Case lawContract law — breach of contractFailing to deliver what was paid for may amount to breach of contract.
A purchase or subscription is typically analysed as a contract. If one side does not perform a central promise — goods not delivered, a service not provided, money not refunded as agreed — a court may find a breach and will then consider what loss flowed from it. The measure is normally the money you are out of pocket, proved with evidence.
This is general information about the law in England and Wales, not advice about your case. Which provisions apply, and how, depends on the facts.
Four things you'll hear. None of them end it.
Final for Amazon's process, not for the law. A-to-z is Amazon's own guarantee. A county court claim runs outside it and needs no one's permission to start.
Their record, not the last word. Under the Consumer Rights Act the goods usually stay at the seller's risk until they actually reach you. A photo of someone else's doorstep is evidence for you.
Often right — and this page says when. If the order says "Sold by" another business, that business is the defendant. If it says "Sold by Amazon", Amazon is.
A returns policy sits on top of your rights, not instead of them. Faulty goods are covered by the Consumer Rights Act for far longer than any returns window — six months with the burden on the seller, and beyond with evidence.
Five things worth gathering now
Three steps, done for you
Your side, your words
What happened, what was agreed, what you are out of pocket. We ask what a court would ask — starting with who the defendant is.
A formal demand
A letter before action to the right Amazon company at its London address — or the marketplace seller, with a deadline. Many disputes end here.
Court claim, prepared
If they will not engage: a small claim drafted, checked and filed. We do the paperwork; the decision is the court's.
What JustClaim is: we prepare and file the paperwork for your claim, for a fixed price shown before you pay. We're not a law firm, this isn't legal advice, and no outcome is ever guaranteed — what you get is the strongest honest version of your case, properly made.
Questions people in this exact spot ask
Can I take Amazon to small claims court in the UK?
Yes. If the order says "Sold by Amazon", the claim is against Amazon EU S.à r.l., a Luxembourg company with a registered UK branch (BR017427) at 1 Principal Place, Worship Street, London EC2A 2FA. A consumer claim is normally brought in the county court here and served at that address.
The item was sold by a marketplace seller. Do I sue Amazon or them?
Usually the seller: the contract of sale is normally with the business named on the order, even where Amazon took payment and delivered. Their name and address are on their storefront page. Amazon itself is normally the defendant only for a promise it made in its own name, such as an A-to-z refund it agreed and didn't pay.
My A-to-z claim was rejected. Is that the end?
No. A-to-z is Amazon's own guarantee scheme. A county court claim is separate and doesn't need Amazon's agreement to start.
What name goes on the claim form?
For a "Sold by Amazon" order: Amazon EU S.à r.l., UK Branch, BR017427, 1 Principal Place, Worship Street, London EC2A 2FA — checked on Companies House on the date shown above. Not "Amazon", and not Amazon UK Services Ltd, which is the operations company.
How much does it cost to sue Amazon?
The court fee depends on the amount: £35 up to £300, £50 up to £500, £70 up to £1,000, £115 up to £3,000. If you win, the fee is normally added to what the other side is ordered to pay. Our fixed price is shown before you pay anything.
Amazon closed my account with a gift-card or refund balance in it. Can I claim that?
Money that is yours and is being held is normally claimable as a debt, whatever the account status. The claim would be against the Amazon company that holds it, which we check against your account terms before filing.
Amazon said no?
Tell us what happened. We read the "Sold by" line, name the right company, and prepare the claim for a fixed price.
Claim what you're owed →