Amazon India — don't abide by own terms and conditions especially when it comes to refund of money

Address:	824231
Website:	www.amazon.in/b2b/info/amazon-business?layout=landing&ref_=b2bgoogle_BRac024

(more disappointed with amazon refund process than the seller)

we got the defective product, we arranged ourself to send it back to the seller .when we asked to initiate refund their customer care representative kept on saying that we will get the refund money when the product reach the seller warehouse. we stop mailing amazon customer care and waited until the product reach the seller .we mailed them again after the product reached back to the seller. Now amazon customer care ignoring our email. we just wonder why?Amazon is a big online company and we never expect such a horrific service experience especially when it comes to refund of money even in amazon wallet.its been more than a month and we don't see refund amount in amazon pay balance.
we hope amazon will take care of customer feedback and give priorities to their own terms and conditions.In case amazon is not willing to abide by their own refund policy .we request them to delete such provision where they say that customer will get refund money in their wallet within 3hrs to 4hrs of initiating return.