Exchanging damaged item bought on Amazon?

[torontogal12]

I bought a DVD series set on Amazon.ca in October and now we see that one disk is damaged. The picture freezes, so you can't watch the rest of the episodes on the DVD.

It's been over 30 days, but it was a Christmas gift and besides, a DVD box set of an entire series that ran for 5 years takes a long time to watch and this is one of the last disks in the box.

I just want an exchange, but looks like I'm out of luck according to this. Every time I try to click through to the return page, it just keeps linking me to this return policy and doesn't let me print a label.

https://www.amazon.ca/gp/help/custom...-up=1#after_30

Super annoyed.

Has anyone had this issue? How did you get it fixed?

Also it says they will pay the shipping cost for a damaged item, but how do they reimburse? Do they just include it in the refund value

Thanks for your help!

[sweet sparrow]

Contact their customer service on amazon.ca. (Scroll to the bottom of the page and on the lower right, it has a link for "Customer Service".) They have options for chat, email, or phone. Explain your situation and they'll likely give you a full refund or a credit.

They'll reimburse you the total once they receive the package and see the shipping costs associated with the package, or at least, that's how I think it went. It's been awhile since they've had to reimburse me the shipping. You can ask when you contact them.

[teverett]

When we had to return something they had us print off a shipping label that they did up and emailed to us. They sent out a new item the same day I printed off the label (hadn't even shipped the item back to them yet). I found their customer service to be excellent!

[torontogal12]

Thanks for the help! Will try to contact them today

[kerrylj]

Yes contact them. You can also find the item in your order and then do the return that way. But it is easier to just call them in my opinion.