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Amazon Refunds and replacements

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  • That sounds like it may be the case, thank you Keith. Like I said it was asked out of curiosity really, just wanted to know what the position was.
  • No need to be patronising Boris.
  • Lorian
    Lorian Posts: 6,231 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    You don't get offered a refund if its out of stock or an item actually held in a co-location warehouse (even when delivered by amazon).
  • takman
    takman Posts: 3,876 Forumite
    1,000 Posts Combo Breaker
    When returning an item that is being sold by a third party seller Amazon do not offer the option of a replacement and only offer a refund. Even when asking on live chat they tell you to simply buy the item again even if its in stock.
  • [Deleted User]
    [Deleted User] Posts: 26,612 Forumite
    Eighth Anniversary 10,000 Posts Name Dropper Photogenic
    takman wrote: »
    When returning an item that is being sold by a third party seller Amazon do not offer the option of a replacement

    OP clearly stated it was purchased from Amazon, not a third party;
    OP wrote:
    exactly the same helmet from the same supplier - which is amazon, not a 3rd party
  • I think this has been answered now by Keith but I just thought I'd share this which I found on Amazon.co.uk

    Exchange an Item

    If you need to exchange your item for a different size or colour, you can exchange qualifying items through our Returns Support Centre.

    If the item you wish to return doesn't have an exchange option or if you received it as a gift, you'll need to return the original item and place a new order.

    To exchange an item:

    Go toYour Orders, and click Return or replace items.
    Find the order you want to return.
    Tip: If you don't see the order you're looking for, select another option from the See more menu, and then click Go.
    Select the item you want to exchange, and then select a reason from the Reason for return menu.
    An exchange order, with the same delivery method that was used on your original item, will be created. You can use the return label provided to you to send your original item back. You'll need to return the original item within 30 days to avoid being charged for both the original and exchange items.

    Note: If you're exchanging for a different size, we'll cover any cost increase. Otherwise, if the new item costs more, we'll charge you the difference in price. We'll refund you the difference if the new item costs less.


    Points of note here are: paragraph 2 where they clearly some goods do not have a 'replace' option, in which case you need to return and order again (as was my case, contrary to the replies above saying I'd have definitely been given a replacement option)
    And the last paragraph stating 'if the new item costs more, we'll charge you the difference'. Legal or not, I still don't think that's particularly fair if you've had to return a faulty product
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Gordon1974 wrote: »
    Legal or not, I still don't think that's particularly fair if you've had to return a faulty product

    Fair or not, that's the legal position ... the seller must provide a remedy; the consumer can request a specific remedy (e.g. replacement) but the seller can reject that request if it there's a less costly alternative remedy. A refund (plus returns of additional costs such as postage) puts the consumer back into the position as if the contract had never been entered.

    Your only possible avenue would be a claim for loss of bargain, but these are notoriously difficult to pursue.
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