Amazon’s ability to offer impeccable customer service and a straightforward returns policy has made it a global leader in online shopping. This ensures consumers have a loyalty to Amazon’s store through peace-of-mind shopping. There’s even been situations when the company has honoured misprices which has cost them money in the short-term. However, the company’s management looks towards the larger picture and knows more money will be made via repeat or future purchases instead of an individual mistake. While this kind of returns policy is absolutely fantastic for the consumer, some users can abuse it and send back perfectly functional items on a regular basis. Admittedly, I’ve returned products because they haven’t met my expectations or I’ve change my mind. However, it’s important to find a balance and consider each purchase very carefully.
In the US and Europe, Amazon can charge a restocking fee depending on the item’s condition if it’s not faulty. Honestly, I haven’t really seen many situations where this applies, and Amazon staff tend to refund the full amount including shipping. This policy doesn’t apply in the Indian market, and reports indicate some customers have been abusing the refund policy quite badly. As a result of this, Amazon India will not longer accept any refunds on mobile phones, and only replace them if the item is faulty. The updated statement reads:
“All mobile phones that are fulfilled by Amazon, purchased on or after 7th February 2016, will have a replacement only policy. Mobile phone items that are fulfilled by Amazon will no longer be eligible for refunds,”
It’s a shame that the minority who abuse Amazon’s return policy has spoilt it for the rest. Also, this is a fairly strict line from Amazon and could deter users from using them in the future. It makes business sense though if the amount of people abusing the system is costing them a lot of money. Please remember that this only applies to the Indian store, and consumer protection in the UK, and Europe explicitly states that a refund must be offered even if the items don’t meet your expectations.