I'm wanting to return what I believe to be a non-genuine product to Amazon Italy. However I've run into 2 problems.
They will only refund 4 euros towards return postage and the return will cost at least double that.
Because the product is used (I had to use it to know that the product isn't any good and therefore I believe not genuine), I may not get a refund or just a partial refund. This is the warning you're given before submitting a refund "ATTENTION! By clicking the 'confirm your return' button, you agree to the Returns Policy and will remove any personal items or information from the product(s) you return. Items which are not returned in pristine condition may be subject to a reduced refund".
I chatted with Italy CS to ask about all this and was told yeah and there's nothing you can do about it. I asked to speak with a manager and was told that managers don't speak with customers so no.
The chat kicked off badly as I started chatting in English and was told they only chat with Italian speakers. After querying who I could speak with, I was told to use a translator. Fair enough I should have thought of that but I wonder if I got their back up and they were being deliberately unhelpful? Can you really not speak with a manager and is there no recourse if you believe the item you bought is a counterfeit? I was offered 5 euros as a one-off good will gesture towards a 70 euro spend which included delivery. I declined as the item is useless.