Hi, i'm having some trouble getting a full refund for returning a faulty item to Amazon (one of the sets of RAM from this deal: https://www.ozbargain.com.au/node/469563). When i enquired about not receiving a full refund, Amazon customer service said that i need to pay a restocking fee for the faulty item because, quote:
"I see that the order was placed on Tuesday, 16 July 2019 12:21 PM and it was returned after the return window of 30 days on Wednesday, 11 September 2019 3:44 AM. So that is the reason why you were charged for the restocking fee for the item."
The dates that Amazon specified above regarding me exceeding my return window includes the shipping time to me (13 days from 11 July to 29 July), the return shipping time to Amazon (9 days from 29 Aug to 7 Sept), and the time they took to process the refund after receiving the item (4 days from 7 Sept to 11 Sept).
However, despite their calculation of my return window, my Amazon order details state:
“Return window closed on 30 Aug. 2019”.
The Amazon help pages (at https://www.amazon.com.au/gp/help/customer/display.html?node...) state:
If you identify a faulty item:
* within the relevant return window for that item, you can return the item to us using the Online Returns Centre;
I met this criteria by using the Online Returns Centre on 20 Aug, and selected the return reason as "Item defective or doesn’t work". I then received an Amazon Returns Summary email that same day, which states:
- They've accepted my return request.
- I need to send the item by 31 Aug. I met this criteria by posting the item on 29 Aug.
- The estimated refund amount is $190.55*. As it was an "estimated" amount i didn't think much of it at the time as long as i shipped it by the date specified, however this estimated amount ended up being the actual refund amount I received for the faulty item, which cost $238.19 each to purchase.
I'm continuing to follow up with them to try to get a full refund - i didn't expect it to be difficult but it is my first Amazon return (and now probably my last). Has anyone else had to pay a restocking fee for a faulty item, or been told that you're not in the return window when you believed that you were?