Amazon.in — Refund and reimbursement

Address:	Zeblaze Solutions LLP * Bldg No. 731, 3rd Floor, 4th Phase, New Town Yelahanka, BENGALURU, KARNATAKA, 560064 IN
Website:	www.amazon.in

I ordered a WZATCO S4 Android 9.0 Native 1080P Full HD 4K LED Projector online from Amazon.in mobile app on 23rd Oct’20 vide Order No.[protected]. Paid the amount Rs.25900/- through my SBI Credit Card with 12 months EMI. Got delivery on 28th Oct’20. On first test on 28th Oct, the projector self-restarted, which I thought, was normal at that time. But on subsequent runs, it kept on restarting several times before getting in to running mode. I contacted on the customer care number provided with the product. I was suggested to reset it to factory mode. I did the same and it ran normal for few runs but same problem started again. During operation, I found out that the Bluetooth connectivity was also not working properly and application provided for mobile connectivity had expired as well. There was no other option provided to connect this device with mobile.
On 29th Oct, I tried twice on the customer care number for resolution but no one picked up from that side. Hence, I applied for replacement of the product from Amazon.in on the same day. Replacement was initiated and it was stated that “your return will be picked up at the time of delivery of the replacement order”. The due date for delivery of the replacement order was on 10th Nov;20.
When neither replacement order was delivered nor faulty one was picked up by 10th Nov’20, I contacted Amazon Customer Care on 11th Nov’20. But due to some technical issues they could not do anything and promised to contact me on 12th Nov. But no one contacted me on 12th. I again contacted on 13th Nov. On that day I was told by the customer care executive that no replacement was available for the product and hence only refund can be arranged. I consented for the same and the executive said the pick-up had been arranged and that I would get refund after arrival of product to its warehouse. But the product was not picked up. Hence I contacted Amazon Customer Care again on 16th Nov’20. On this day I was told that pick up could not be arranged due to unknown reasons, so I had to self-return the product. They also told me that courier cost would also be reimbursed along with the refund for the product.
On 17th Nov’20, I self-returned the projector to the warehouse address mentioned on the invoice by Blue Dart Courier and shared the photo of Courier bill of Rs.2320/- with Amazon on the same day. The courier was delivered on the address on 19th Nov. I contacted Amazon for enquiring status of refund and reimbursement on 21st Nov. The executive on that day confirmed that the package had arrived at the warehouse but due to their screening process it would take some time. He promised to call back on 25th Nov to initiate refund and reimbursement. But I did not receive any call from them on 25th also.
I could not hold my patience any longer as EMI for the product which I have not used properly for a single day, had been charged along with interest. I again contacted Amazon evening of the 25th. To my surprise, they denied arrival of the returned product at their warehouse. When I told them to track the courier by tracking number provided on the courier bill, they said that it could not be tracked. I checked the same immediately and it again showed delivery on 19th. When I inform them, they demanded “proof of delivery”. This term was never mentioned in any of the previous conversations with Amazon.
Now, situation is such that I have paid a huge amount against a product which I could not use for a single day, returned the product in a hope of refund and spent another amount which they promised to reimburse and in all this unnecessary delay my EMI has been charged along with interest rate. Amazon’s intention seems to be non-cooperative and unwilling to refund and reimburse the amount spent, accumulating to Rs.28499.49. Please help.