The customer placed the order on March 31, 2025 at 3:09 PM PDT and the product was delivered in good condition via Purolator on April 4, 2025.

The customer requested a refund on April 6, 2025 stating "Performance or quality unsatisfactory" and "Broken after first use." We accepted the return request immediately and informed the customer that the product must be returned for inspection before any refund would be issued. We made it clear that the refund would be based on the condition of the returned product.

The customer then submitted an A-to-Z claim using the "Damaged or defective product" reason, which overrides the original return reason. This discrepancy indicates that the customer was attempting to obtain a refund for a product that was damaged due to misuse during the first use. After carefully examining the returned product, we concluded that the product was broken due to misuse by the customer. The damage was not due to a manufacturing defect and the product was delivered in perfect condition. We have included supporting documentation including product photos and product usage instructions to show that the issue was due to customer misuse and not a product defect. I have evidence for this case #17664338231. As a small business committed to customer satisfaction and Amazon policies, we consistently process returns and refunds in accordance with Amazon’s guidelines. However, in this case, the claim did not meet the criteria of the A-to-z Guarantee policy.

Despite this evidence, the claim was denied without review.

We request that this decision be reconsidered, the amount deducted from our account be refunded, and the negative impact on our ODR be resolved. Thank you for your time and understanding.

@Ricardo_Amazon

@Lucre_Amzn

@Sunnie_Amazon

@Jurgen_Amazon