Faulty item from Amazon with no refund or return option --> able to return/refund when pushed

andy_spooandy_spoo Forumite
19 Posts
Ninth Anniversary 10 Posts Combo Breaker

I bought a USB stick from Amazon recently which had failed after just 3 to 4 uses, but being over 30 days or so had no return or refund option. The only options on the Amazon site was a link to the manufacturers website or help screens that sent me in circles.

After finding the online chat option (which they deliberately don't make easy to find) the operator just pointed out the returns window had expired.
I then reminded him/her that under UK law they had to refund/replace within 12 months.
He/she replied with "Let me check my option here".
I was getting ready for them to say something like "We are just a Market place" and then for me to reply with "The invoice says Amazon.co.uk at the top and it literally says 'sold by Amazon E.U.' on the invoice and my payment went to Amazon", but no need because they then started a return label generation!

It shows that Amazon knows exactly what it is doing by trying to put people off from obtaining a refund. If you look at many Amazon reviews people (there must be thousands of them) often say things like "now I'm stuck with a faulty item".

Know your rights and push them. Smaller companies have to follow the law so don't let Amazon get away with it !

I have put this on here in the hope it might help others.


  • sarah1972sarah1972 Forumite, Ambassador
    17.9K Posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Never usually have a problem with sending back faulty items with Amazon.

    The live chat is usually very good and easy to find and on the rare occasion they haven’t helped, their call back system is good too. 

    I’m a Forum Ambassador and I support the Forum Team on Competitions Time, Shopping & Freebies boards, Employment, Jobseeking & Training boards If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected] All views are my own and not the official line of MoneySavingExpert.
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