Everything you need to know about Amex purchase protection

Oct 14, 2020

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When deciding which travel credit card to use for large purchases, it’s important to look beyond the points and miles you earn. Card issuers strive to set their products apart from the competition by offering incentives like sign-up bonuses, but sometimes the less flashy benefits can also end up being very valuable.

In this post I’ll look at the three different shopping protection policies offered by many American Express cards and explain how you can leverage these benefits to save money.

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In This Post

Purchase Protection

Purchase protection will reimburse you for theft or accidental damage to eligible items that occurred within 90 days of purchase. To be eligible, all you have to do is charge a portion of your qualifying purchase to your American Express card — but you’ll only be reimbursed up to the amount charged to your card.

With most Amex cards, you’re covered for up to $1,000 per covered incident and up to $50,000 per year, but the reimbursement doesn’t include any shipping or handling expenses. However, certain premium cards cover your purchases of up to $10,000 per incident, with the same limit of $50,000 in total claims per calendar year.

Cards with this higher level of coverage include:

(Photo by Isabelle Raphael/The Points Guy)

But as with any insurance policy, the devil is always in the details. In this case, you have to purchase an item that’s eligible for coverage and the loss can’t be due to an excluded reason.

What’s excluded?

The following are ineligible for coverage:

  • Unconditional satisfaction guarantee
  • Damage through altercation or modifications
  • Animals or living plants
  • One-of-a-kind items such as rare stamps and coins
  • Consumable or perishable items such as perfume, light bulbs and batteries
  • Negotiable instruments including travelers checks and gift cards
  • Items that are rented, leased or borrowed
  • Motorized vehicles, parts and accessories
  • Anything purchased for resale or commercial use
  • Permanent household items such as carpet, flooring, air conditioners and refrigerators
  • Land or buildings
  • More than one article in a pair or set
  • Downloadable services
  • Items voluntarily or involuntarily discarded
  • Medical or dental equipment or devices
  • Indirect or direct damage to an item or property resulting from a covered event
  • Items purchases for professional or commercial use such as education, training or skills

Also excluded is loss or damage due to any of the following reasons:

  • Natural disasters
  • Riots
  • Illegal activity
  • War, acts of war or service in the military
  • Normal wear and tear
  • Damage through alteration
  • Items not being safeguarded or left at an unoccupied construction
  • Simply losing or misplacing the purchase (although the policies for the Delta Reserve, Hilton Honors American Express Aspire Card, Delta Reserve for Business Credit Card and all consumer versions of the Amex Platinum card do cover lost or misplaced items.)

For a complete description of the policies of your American Express card, select your card on this page.

Related: Best credit cards with purchase protection

How to file a claim

You must file a claim within 30 days of loss by using this link or by calling 800-322-1277. You must provide an original store receipt (or a printout of an online receipt). In the event of theft, you must also include a copy of a police report. You may even be asked to send in a damaged item or a picture for proof of loss, so be sure to keep all of these until the claim is resolved.

Woman using laptop computer at home. (Photo by aluxum/Getty Images)
To file a claim you must provide an original store receipt or in the event of theft, a copy of a police report. (Photo by aluxum/Getty Images)

Return Protection

American Express removed this perk from most of its cards effective Jan. 1, 2020. Cards that still offer this benefit are: The Platinum Card® from American Express; The Business Platinum Card® from American Express; Hilton Honors American Express Aspire Card; Delta SkyMiles® Reserve American Express Card; Delta SkyMiles® Reserve Business American Express Card; Marriott Bonvoy Brilliant™ American Express® Card; Blue Cash Preferred® Card from American Express; and the Amex EveryDay® Preferred Credit CardThe information for the Amex EveryDay Preferred cards has been collected independently by The Points Guy. The card details on this page have not been reviewed or provided by the card issuer.

This benefit offers cardholders compensation when a store will not accept an eligible item for return within 90 days of purchase. In these cases, Amex will refund the entire purchase price up to $300 per item, excluding shipping and handling charges. This benefit is limited to $1,000 annually.

What’s excluded?

The purchase must be made in the United States, be in “like new” condition and the merchant must have previously denied the return.

The following items are excluded from this policy:

  • Animals and living plants
  • Seasonal items
  • One-of-a-kind items such as antiques and artwork
  • Going-out-of-business sale items
  • Consumable or perishable items like food and batteries
  • Jewelry
  • Watches
  • Services and additional costs such as installation charges, warranties, shipping, handling or memberships
  • Rare and precious coins
  • Purchased used and/or altered items
  • Custom-built items
  • Compact discs, digital video discs, mini discs, audiotapes, videotapes
  • Computer software
  • Firmware such as console games
  • Maps
  • Books, magazines or periodicals of any kind
  • Health care items and /or medical equipment
  • Personal hygiene items or any devices (medical or non-medical) that have been personally used and could be considered a health risk to others
  • Formal wear
  • Tickets of any kind
  • Motorized vehicles, their parts and accessories as well as those parts and accessories intended for use with the motorized vehicles
  • Land, buildings and fixtures
  • Firearms and ammunition
  • Negotiable instruments such as stamps and travelers checks
  • Cash and its equivalent (including, but not limited to, gift cards and gift certificates)
  • Items permanently affixed to home, office, vehicles, etc.
  • Seasonal items like holiday decor

See the entire return protection policy for your card here.

How to file a claim

You must file a claim within 90 days of your original purchase at www.AmericanExpress.com/onlineclaim or by calling 1-800-297-8019. You’ll be asked for a copy of the receipt and your Amex purchase record. You may also be asked to return the item to Amex, so be sure to hang onto it until your claim is resolved.

Extended Warranty Coverage

Cellphones are among the items covered under an extended warranty. (Photo by Getty Images)

This policy matches the manufacturer’s warranty of less than two years and extends warranties of up to five years by an additional 1-2 years, depending on the card. The coverage is secondary to the manufacturer’s, so it only applies when the original warranty has expired. The coverage is limited to $10,000 per claim and $50,000 in total claims per calendar year.

The extended warranty does not cover the following items:

  • Products covered by an unconditional satisfaction guarantee
  • Motorized vehicles and parts
  • Business fixtures including air conditioners, refrigerators and heaters
  • Land or buildings
  • Consumable or perishable items
  • Animals or living plants
  • Items purchased for resale, professional or commercial use

Also, coverage does not apply to damage from natural disasters, power surges, war or acts of war or any item under a product recall. You can view the full extended warranty policy for each card.

How to file a claim

You must file a claim within 30 days of your covered loss and you can do so online or by calling 1-800-225-3750. You will be asked for a copy of the receipt and your Amex purchase record. You may also be asked to return the item to Amex in the event it can’t be repaired.

Related: Best credit cards for extended warranties

Amex Shopping Protection Policies in Action

It’s easy to write off these policies as being too much of a hassle, or conversely being too good to be true. However, I’ve filed two claims with Amex in the past and in both cases I was pleasantly surprised at how quick and easy the process was.

The first claim was for a child’s bicycle seat that was supposed to mount on my bike’s handlebars. It seemed like a good idea at the time, but once I received it and had a chance to install it, I realized that it scared my daughter and seemed too dangerous to me as well. Since I was outside of the 30-day return policy but still within 90 days of purchase, I filed a return protection claim online with Amex. The claim was quickly accepted and I was issued a statement credit for my purchase.

My next chance to use these benefits was when a computer part failed about a year and a half after purchase when the warranty was only for one year. The manufacturer was completely unwilling to repair or replace it, but once again I remembered my Amex extended warranty policy and filled out an online claim form. I was notified about a week later that my claim had been accepted and I was issued a statement credit for the purchase price. I was not asked to return the items in question in either case.

How to Get the Most Benefit From These Policies

First, you have to have the right card. Beyond that, I think it’s prudent to factor these protections into your decision of which card to use whenever you make a large purchase. I definitely lean toward my Amex card when I buy a television, computer or a major appliance that can be costly to repair, even if it means sacrificing bonus points.

I confess that I don’t save a copy of the register receipt from every purchase I make — I’m just not that organized. Thankfully, it’s really easy to search my email inbox to find receipts for everything I’ve bought online. Failing that, I can also search my order history at Amazon, eBay and other online retailers I use. An increasing number of brick-and-mortar retailers (from The Home Depot to the Apple Store) will now email you a receipt from the register. These online records helped me file my Amex claims quickly rather than having to dig through a shoebox full of paper receipts. Finally, it’s not that hard to snap a photo of a receipt and retain it in your smartphone’s cloud storage archive for many years.

Related: Credit cards that still offer price protection

Bottom line

When we think of travel rewards card benefits, we tend to think of lounge access, free checked bags and companion tickets, but don’t stop there. By taking advantage of the valuable shopping protection policies offered by most American Express cards, you can save hundreds (or even thousands) of dollars when a purchase doesn’t work out the way you hoped.

Featured photo by Wyatt Smith/The Points Guy

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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