Amazon asking to wait 60 days for a refund they received return 28 days ago. Is this legal?

sienew

Amazon usually have really good returns policies so there is obviously something gone wrong here. Either the courier has stolen the item out of the box (surprisingly common), Amazon suspect fraud, there has been a mistake or something else is going on. I'd try get some more clarity on what the exact issue is.

sheramber

You mention the item was faulty. They will be checking whether it is , in fact, faulty.

williwilsobro

user1977 said:

williwilsobro said:

Its not really the point

Your remedy is a small claim, which would take even longer.

How much interest do you think you're losing out on?

Then why mention it? No point pursuing legal action to recover pennies in interest.

user1977 said:

williwilsobro said:

Its not really the point

Your remedy is a small claim, which would take even longer.

How much interest do you think you're losing out on?

Then why mention it? No point pursuing legal action to recover pennies in interest.

Do you only come on this forum to nitpick? Surely you can find a better hobby? Wishing you luck with that

williwilsobro

sienew said:

Amazon usually have really good returns policies so there is obviously something gone wrong here. Either the courier has stolen the item out of the box (surprisingly common), Amazon suspect fraud, there has been a mistake or something else is going on. I'd try get some more clarity on what the exact issue is.

We had what was pretty clear cctv of an amazon driver stealing our neighbors parcel content. The didn't even get out the van but you could see them rifling through the parcel then scan it. Marked as nobody home. Then they never tried to deliver it again, My neighbour asked me to look at the time of delivery as they were home and didn't hear a knock and that how we seen it. Neighbour had to wait until it was returned to amazon (obviously it never was) Neighbour sent our cctv to amazon. Pretty sure we had the same driver deliver to us a month or so later! So it does seems common. I think they brought this OTP thing out to protect against their own drivers more than anything else. Been trying to get info from them their chat staff are rude and dismissive and their email staff just resend the generic wait 60 days email.

williwilsobro

sheramber said:

You mention the item was faulty. They will be checking whether it is , in fact, faulty.

While you might be right, i don't think that justifies 60 days but thats just my opinion. You can return anything for any reason (or no reason) so i don't think its a great policy. Imagine it was just before xmas and i'd just ordered the kids birthday present, checked it, faulty and returned it and don't have the money to buy a replacement while waiting 60 days for amazon to sort their s out. Strange how they can give me a specific date that is 60 days away too. How do they know now that they'll refund me on that date. Complete madness

born_again

williwilsobro said:

sheramber said:

You mention the item was faulty. They will be checking whether it is , in fact, faulty.

While you might be right, i don't think that justifies 60 days but thats just my opinion. You can return anything for any reason (or no reason) so i don't think its a great policy. Imagine it was just before xmas and i'd just ordered the kids birthday present, checked it, faulty and returned it and don't have the money to buy a replacement while waiting 60 days for amazon to sort their s out. Strange how they can give me a specific date that is 60 days away too. How do they know now that they'll refund me on that date. Complete madness

If you read the email they sent you...


>>If you don't hear from our Returns Center by September 13, 2022, please write back so we can find out what happened."<<

They are telling you "If you have not heard from them by"  We can only process refund manually only after 60 days. In other words they have to manually override the system.
System may well have updated & refunded prior to that.👍

mattyprice4004

k3lvc said:

williwilsobro said:

born_again said:

Was this a Amazon or Marketplace purchase?
Was it returned using Amazon return label. Which usually causes a refund day after dropping off at post office.
High value item?

Perhaps posting the full story will help 👍

Item was and Ipod 32gb. Not sure if £200 qualifies as high value to amazon. The return label issued was a "pay it yourself" return label and we will refund you the psotage fees. Sold and dispatched by amazon

It adds in the complication of Apple - a company not renowned for it's adherence to it's legal obligations

As @Alderbank says it's best to be exactly clear on your rights before shouting

I’m not an Apple fan, but this isn’t anything to do with them so it’ll have no bearing at all for the OP. 

They’ve also gone above their obligations with me in the past, for what it’s worth. 

eskbanker

williwilsobro said:

Alderbank said:

williwilsobro said:

After some googling i found gov.uk/accepting-returns-and-giving-refunds which states refunds must be issued within 14 days or receiving the return. So here Amazon are breaking the law by over 4x the legal timescale.

You missed a bit out.
It's an important bit.

The Consumer Rights Act 2015 says

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

Can you share direct link to this regulation so i can read around it?

It's the right to reject section 20: https://www.legislation.gov.uk/ukpga/2015/15/section/20/enacted

MartinPrince

Did the OP ever get this resolved?

I'm in the same situation after returning a £800 camera lens. The return tracking number shows it as being delivered and Amazon also confirm it was received back on the 11th of April 2023 but yet they are saying I have to wait up to 60 days until June for it to "be scanned in".

I will contact Trading Standards tomorrow for better clarification but they either have received the item back or not. 

Alderbank

MartinPrince said:

Did the OP ever get this resolved?

I'm in the same situation after returning a £800 camera lens. The return tracking number shows it as being delivered and Amazon also confirm it was received back on the 11th of April 2023 but yet they are saying I have to wait up to 60 days until June for it to "be scanned in".

I will contact Trading Standards tomorrow for better clarification but they either have received the item back or not. 

'...wait up to 60 days...' I believe is simply managing expectations. Amazon get hundreds if not thousands of returns every day. 'up to 60 days' could be next week. It could be today.

You won't contact Trading Standards tomorrow because they don't deal directly with the public. Even if they did they would not be able to clarify whether Amazon have received your package back or not.

But why do you need clarification from Trading Standards whether they have received it back or not? Amazon themselves have told you they received it back on 11 April!