Amazon kept my return, denied refund, and won’t even send it back… what would you do?

[User_9ce9e2f8]

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User_9ce9e2f8
PARTICIPANT
May 3, 2026 at 1:41 pm

Hey guys, could really use some honest advice here—this situation has been pretty frustrating.

I ordered a Ray-Ban Meta Gen 2 from Amazon as a gift, but I had already started using one of the units. The issue with the touch sensors was in this particular one, so I decided to return it. However, I messed up—I accidentally returned the other unit instead, even though both were the exact same model and looked identical, just with different serial numbers.

As soon as I realized the mix-up, I immediately reached out to Amazon support and explained everything transparently.

Now here’s the problem:
They’ve denied my refund because of the serial mismatch
And they’re also not sending back the product I returned

So right now:
I don’t have the product
I didn’t get any refund
Amazon has the item I sent
Basically… I’m left with nothing.

My stance:
I get that I made a mistake. I’m not even being unreasonable about it.
I’ve told them I’m okay with either:
Just send me back the product I returned, OR
Give me a one-time refund as an exception
But they’re refusing both.

What I’ve tried:
Multiple support chats
Escalated to Executive Customer Relations
Explained everything clearly and honestly
Still stuck.

Need your take:
Is this fair from Amazon’s side or too harsh?
Should I go for a chargeback now?
Anyone faced something similar?
Feels pretty bad to be stuck in a “no product, no money” situation over an honest mistake.
Would love to know what you’d do here.

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