Amazon Refused My Return Even Though I Never Accepted Delivery

On October 25, 2026, I placed an order on Amazon for a Ultenic T10 robot vacuum cleaner listed as an Amazon Warehouse item in “Used – Like New” condition. I paid $214 for the product. On Tuesday, October 27, 2026, at approximately 11:30 AM, I received a phone call from the delivery driver while the product was being delivered. I explicitly informed the driver that I intended to return the item. Immediately afterward, at 11:33 AM, I generated a return authorization code through the Amazon app and sent it to the driver via SMS. I never accepted delivery of the product or opened its box. In fact, I never even physically saw or handled the item, let alone used it. Despite all this, during two separate live chat conversations with Amazon customer service, I was informed that my refund had been denied because the product was allegedly opened and used. The Amazon app also displays the notification “Your refund could not be processed.” I find it completely unacceptable that Amazon is rejecting my return on the grounds that the product was opened and used when it was never delivered to me and I never had any opportunity to open or use it. I request a thorough investigation confirming that the item was never accepted or delivered to me, that my return request was submitted before delivery, and that my return is valid. I demand a full and immediate refund of the $214 I paid. Additionally, I request that any negative records associated with this incident be corrected on my account and that Amazon review its return procedures to prevent other customers from experiencing similar problems.