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

MartinPrince

Thanks for the reply.

I already have recent experience of contacting Trading Standards and them opening case for me when retailer CCL wanted to charge me a restocking fee for an item returned and unused within the 14 days, so unless things have changed in the last year then it should be a similar process.

I don't need Trading Standards to tell me whether they've received it or not, I need advise to see if Amazon's 60 day refund policy trumps the Consumer Rights Act 2015 or whether my understanding of it is correct or not.

Manxman_in_exile

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. 

You could try reminding them of the law - but they'll probably ignore you.

If you returned the lens because it's faulty, then they are meant to refund you within 14 days of them agreeing that you are entitled to a refund.  See s20(15) Consumer Rights Act 2015 (legislation.gov.uk)

If you cancelled the contract under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) they are meant to refund you within 14 days of either receiving the lens back or (if earlier) you providing proof of sending the lens back to them.  See reg 34(5).

Undervalued

MartinPrince said:

Thanks for the reply.

I already have recent experience of contacting Trading Standards and them opening case for me when retailer CCL wanted to charge me a restocking fee for an item returned and unused within the 14 days, so unless things have changed in the last year then it should be a similar process.

I don't need Trading Standards to tell me whether they've received it or not, I need advise to see if Amazon's 60 day refund policy trumps the Consumer Rights Act 2015 or whether my understanding of it is correct or not.

Even if it does, what realistic remedy do you think you could obtain?

Just supposing you were "entitled" to a refund within, say, 30 days but it took 42 days what redress do you expect to extract?