Odd Amazon return policy on specific product

[Dave200]

For context the product is a petrol lawnmower, which has developed a vibration (suspect something is out of balance) after 4 days and one use.

I opened my order in the app to be met with no option to return the order as usual, and this message:
"This item is non-returnable because it is a regulated good for return transport, but if the item arrives damaged or defective, you may request a refund or replacement."

What does "a regulated good for return transport" mean in this context? Is it something to do with it containing oil and petrol which prevents them from accepting it as a return?

Before I contact Amazon, is there anything worth knowing about how to navigate this situation? I just want it replaced with a working item.

[BertBert]

It must be the petrol as you suggest. Empty on last delivery, now not empty

[Hugo Stiglitz]

Oh Amazon. I had a fault on something after a few of months.

Their cut off point is 3 months (regardless that it was electrical/electronic) and in breach of UK regs.

Anything over £20 I now buy elsewhere.

[Dave200]

Hugo Stiglitz said:

Oh Amazon. I had a fault on something after a few of months.

Their cut off point is 3 months (regardless that it was electrical/electronic) and in breach of UK regs.

Anything over £20 I now buy elsewhere.

For balance, I've had nothing but good experiences with Amazon. Surely after 3 months you'd have been better going to the manufacturer, rather than the vendor?

Edited by Dave200 on Sunday 9th June 08:34

[Dave200]

Well, I've gone through a slightly more convoluted return process of messaging the vendor via the Amazon app. They have 3 days to respond, so let's see where this goes. The in-app chat gave a number of reasons for my return, but not "defective product" or similar. Perhaps I should have just said I wanted to return it without any reason, given the statutory consumer rights bit?

[TheDrownedApe]

Hugo Stiglitz said:

Oh Amazon. I had a fault on something after a few of months.

Their cut off point is 3 months (regardless that it was electrical/electronic) and in breach of UK regs.

Anything over £20 I now buy elsewhere.

Nonsense. I've sent electronics back after nearly 2 years without quibble.

However some of their policies are weird. Sealed dog chews cannot be returned; one assumes because it is a food product??

[GasEngineer]

TheDrownedApe said:

Nonsense. I've sent electronics back after nearly 2 years without quibble.

However some of their policies are weird. Sealed dog chews cannot be returned; one assumes because it is a food product??

Not nonsense at all. I have had the same issue.

[Rough101]

TheDrownedApe said:

Nonsense. I've sent electronics back after nearly 2 years without quibble.

However some of their policies are weird. Sealed dog chews cannot be returned; one assumes because it is a food product??

I had an issue with B&W stuff from Amazon, in year one, B&W service dealt with it, but in year two they said go back via Amazon who honoured the 2 year warranty no problem and I got a full refund as soon as I dispatched them.

The ‘German Supermarkets’ on the other hand have useless warranties, after year one they send you the email address of the German supplier and you’ve to take it up with them.

[Sheepshanks]

Dave200 said:

Well, I've gone through a slightly more convoluted return process of messaging the vendor via the Amazon app. They have 3 days to respond, so let's see where this goes. The in-app chat gave a number of reasons for my return, but not "defective product" or similar. Perhaps I should have just said I wanted to return it without any reason, given the statutory consumer rights bit?

Why didn’t you just “request a refund or replacement”?


More generally, the policy seems to depend on whether it was sold by Amazon or a 3rd party (even if shipped by Amazon). A few times they’ve told me to chuck the old item away, now and again they want it back - I’ve found if I say it’s difficult to pack then they sometimes relent.

[CoolHands]

Amazon are st now and have changed the returns process quite considerably. It is different for different products and sellers. You have to be careful not to choose the wrong choice to ensure you get a full refund. I’ve stopped paying for prime and almost stopped using them overall. Absolute toss

[Dave200]

Sheepshanks said:

Dave200 said:

Well, I've gone through a slightly more convoluted return process of messaging the vendor via the Amazon app. They have 3 days to respond, so let's see where this goes. The in-app chat gave a number of reasons for my return, but not "defective product" or similar. Perhaps I should have just said I wanted to return it without any reason, given the statutory consumer rights bit?

Why didn’t you just “request a refund or replacement”?


More generally, the policy seems to depend on whether it was sold by Amazon or a 3rd party (even if shipped by Amazon). A few times they’ve told me to chuck the old item away, now and again they want it back - I’ve found if I say it’s difficult to pack then they sometimes relent.

There was no way to just "request a refund or replacement" because it was sold by a third party and not shipped by Amazon. I was forced to contact the seller directly and request a refund, and the system asked me for a reason. I've had a similar situation to you where I've had to return things in similar circumstances, and have been refunded without the vendor asking for a return. I'd rather not be left trying to sell an obviously broken lawnmower on Facebook marketplace, but if I get my money back I'd be a bit more relaxed about it.

[Dave200]

CoolHands said:

Amazon are st now and have changed the returns process quite considerably. It is different for different products and sellers. You have to be careful not to choose the wrong choice to ensure you get a full refund. I’ve stopped paying for prime and almost stopped using them overall. Absolute toss

For balance I've never had a single issue that wasn't quickly resolved. Hoping this continues.

[Sheepshanks]

Dave200 said:

There was no way to just "request a refund or replacement" because it was sold by a third party and not shipped by Amazon.

I was going off your first post where you said they were the options. I’ve never h to contact a seller myself - although I’ve never bought anything of the sort of value you’re looking at from Amazon.

I usually use the chat function to do returns. Takes ages but I can do it while I’m working.

[Dave200]

Sheepshanks said:

Dave200 said:

There was no way to just "request a refund or replacement" because it was sold by a third party and not shipped by Amazon.

I was going off your first post where you said they were the options. I’ve never h to contact a seller myself - although I’ve never bought anything of the sort of value you’re looking at from Amazon.

I usually use the chat function to do returns. Takes ages but I can do it while I’m working.

Yeah, bizarrely it required me to contact the seller before I requested that refund or replacement. I guess it's a case of giving the seller the chance to rectify before Amazon get involved.

[98elise]

Dave200 said:

Hugo Stiglitz said:

Oh Amazon. I had a fault on something after a few of months.

Their cut off point is 3 months (regardless that it was electrical/electronic) and in breach of UK regs.

Anything over £20 I now buy elsewhere.

For balance, I've had nothing but good experiences with Amazon. Surely after 3 months you'd have been better going to the manufacturer, rather than the vendor?

Edited by Dave200 on Sunday 9th June 08:34

You don't have a contract with the manufacturer, you have one with the retailer. I learned the hard way that its best to make it the retailers problem.

[Jamescrs]

The only time I have had issues with Amazon purchases is when the purchases have not been directly from Amazon but from a 3rd party using Amazon marketplace.

I now only buy on Amazon if it is a direct purchase fulfilled by Amazon

[James6112]

Dave200 said:

CoolHands said:

Amazon are st now and have changed the returns process quite considerably. It is different for different products and sellers. You have to be careful not to choose the wrong choice to ensure you get a full refund. I’ve stopped paying for prime and almost stopped using them overall. Absolute toss

For balance I've never had a single issue that wasn't quickly resolved. Hoping this continues.

Same here

[kiethton]

Dave200 said:

Hugo Stiglitz said:

Oh Amazon. I had a fault on something after a few of months.

Their cut off point is 3 months (regardless that it was electrical/electronic) and in breach of UK regs.

Anything over £20 I now buy elsewhere.

For balance, I've had nothing but good experiences with Amazon. Surely after 3 months you'd have been better going to the manufacturer, rather than the vendor?

Edited by Dave200 on Sunday 9th June 08:34

Had this a few times, I message them and they always sort it out

[dundarach]

Father in law bought a TV last year, stopping working after a month or so.

Refunded no issues.

[Dave200]

Just had a message back from the vendor, and told to drain off all fluids so they can arrange collection. Hopefully the rest of the resolution is this straightforward.