[Resolved]  Amazon India — Not issuing refund on non-returnable item

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My name is Rajeev Kumar and i have ordered a Xiaomi Redmi Note 10s EDGE TO EDGE tempered screen glass for my redmi note 10s mobile with Order number[protected] through amazon. But amazon sent me a different product and when i asked amazon customer care to take it back then they refused and said its "third party seller" item and its "Non Returnable" product.

Then on 15 Nov 2022, i asked for refund, Amazon employee said we are going to raise an equiry against the seller and you need to wait for 72 hours, if seller does not reply then we will file A to Z claim and process your refund. Now, seller replied and said i had sent the "universal product" for your device. I replied to seller with problems which i am facing :-

(A) The size of glass is small not fittin or reaching upto edge.
(B) camera Sensor cut is not there.
(C) No black border lines are there.

The product is not matching from anywhere when it is compared with images shown in advertisement of product on Amazon.

In other words, The product i have received is totally different from the one, i have ordered. After this seller replied with words - my product is "universal".

After 72 hours i contacted Amazon through call, Now this time they said this third party seller is not resolving your issue, we are going to file A to Z claim. I said Go-Ahead. After this Amazon employee said you will receive refund confirmation email withing 2 working days.

Then i waited for two days when i didn`t got any confirmation of refund i contacted amazon customer care. This time one of there employee said, your refund is not in our hand because its a third party seller item. I said ok and asked him to transfer my call to your Leadership team. Krishna from leadership team picked my call and asked the whole matter. After checking all details he said, i am filling a enquiry against seller and make sure you dont make a reply to him or text anything and just wait for 72 hours. I aksed him, what if after 72 hours your seller didnt resolved my issue? He replied amazon will process your refund if seller does not resolve ypur issue. We will issue refund as per amazon policy (Non-Returnable: Screen guards, screen protectors and tempered glasses

However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement. We reserve the right to pick up the product to ascertain the damage or defect in the product prior to issuing refund/replacement.)
I said ok.

After 72 hours on 06 Dec 2022 i again contacted amazon and they said, sorry we are unable to process your refund as seller has not provided the right resolution. I said transfer my call to Amazon leadership team, at first he said i cant. Then i asked him the reason, he said leadership team memebers are not there. I said ok, i ll hold my call and wait. He said i cant transfer but i will arrange a return call back. I replied then send me this thing in written " no body from leadership team is there to deal customers and a call back will be arranged"
He said i cant and i am not authorised to do so. I disconnected the call. Till now jo one from Amazon called me and i knew that amazon repersentative was lying otherwise there was no issue to send same thing in written.

MOST IMPORTANT :- During conversation amazon emoyees were telling me the fact that
We are raising a enquiry and
if the seller doesn't respond to our query within these 72 hours then they can file a claim or in other words after 72 hours an option of filing A to Z claim will be available at there end. But if seller replies with any answer of his choice amazon dont have option to file A to Z claim. so again amazon representative will ask you to send enquiry and wait for 72hrs and this will continue so on...

See, how clever is this seller he is making Unlogical reply every time, so that Amazon will not be able to file A to Z claim. But he is not solving my issue. He is escaping.

I know only two things :-

1) I have ordered the product through Amazon ( i dont know and why should i know, what is this third party seller, and what are the rules of refund framed by Amazon on non returnable items provided by third party seller).

I have gone through Amazon returns and refund policy on non-returnable item, Nothing has been mentioned about third party seller.

2) i have paid money to amazon not that bloody third party seller. So its amazon responsibilty to refund it if customer is cheated.

And last thing
When i have contacted this third party seller on Amazon to issue refund deny letter, (i know its not my job, but still i did it). He is silent.

I want my issue to be resolved and my refund alongwith delivery charges be issued at the earliest otherwise i will file a court case.

NECESSARY SCREENSHOTS AND PHOTOS ATTACHED.