Ive always had a decent experience with Amazon when Ive needed a refund or replacement.
Probably 4 or 5 times Ive needed them.
Firecuda SSD didn't arrive, they just sent a replacement
Some window things to stop Flies etc didn't have all parts, they just sent a replacement
Candle didnt arrive, replacement sent
And the biggest was a Nordictrack exercise bike I bought, and after killing myself carrying it up the stairs on my own I set it all up.
Though using it for the first time I could tell something was wrong and i found out the resistance part of machine wasn't working.
Now I'm the type to try and fine out why so I looked at parts list, found out where the problem might be and unscrewed a section and found the broken part.
You get a parts list with it that Nordictrack send out for free so I thought this is something I could do without sending it back, really didn't want to carry it back downstairs
But I thought I would contact Amazon anyway. On the live chat I just explained the machine was broken (didn't say it was in bits) and they gave me three options, full refund, a replacement or a discount.
I said I prefer not to send it back as it would be a pain so asked what kind of discount and i got 25% off which the exercise bike costs £1200 pound was pretty decent I thought and it was simple for me to fix myself once the part came from Nordictrack for free.
If it had been harder to fix I guess I would have sent it back but generally Ive had no problem with Amazon in resolving issues.