Amazon - declining refund saying wrong product returned

I am writing to formally file a legal complaint regarding a recent purchase of a refurbished laptop from Amazon, sold by the seller "Appario," with the order number *****************. The circumstances surrounding this purchase and subsequent events have led to a significant dispute between myself, as the consumer, and Amazon.

On [Date of Purchase], I placed an order for a refurbished laptop from Amazon through the seller "Appario." The order number for this transaction is *****************.

Upon receiving the laptop on [Date of Delivery], I was shocked to discover that the product was dead on arrival and had a missing boot file. The laptop was entirely non-functional, rendering it unusable for its intended purpose.

Immediately upon discovering these defects, I contacted Amazon Customer Care on the same day of delivery to report the issue. Importantly, I took a photograph of the laptop highlighting the issue, with the delivery personnel still present in the background, as irrefutable evidence of the laptop's condition upon arrival.

Subsequently, I initiated a return request through Amazon's platform, which was duly accepted by Amazon. The defective laptop was then collected by Amazon's authorized courier service for return.

The most distressing aspect of this ordeal occurred when I was denied a refund for the purchase. Amazon claimed that the laptop returned differed from the one initially sent, without providing any substantial evidence to support this assertion.

Despite numerous attempts to communicate and seek resolution, Amazon has persistently refused to conduct a thorough reinvestigation into this matter. This refusal has occurred despite my repeated requests, and I have attached all relevant documentation to aid in the investigation:

a. A photograph of the laptop highlighting the issue, with the delivery personnel in the background.
b. Proof that I immediately contacted Amazon Customer Care upon discovering the defect while the delivery personnel were still present.
c. A detailed account of the defect, consistent with the reason for return stated during the initial complaint.
d. CCTV images from the courier service office, indicating that the laptop was shipped safely and in good condition.
e. Records of my previous orders and wishlists from over a month, demonstrating my genuine intent to purchase a laptop without a preference for a specific brand or model.
f. Detailed records of the hours spent on the phone with Amazon Customer Care representatives, during which I was subjected to rudeness, insults, and false accusations of fraud and malpractice.

Given the gravity of this situation and the persistent refusal of Amazon to address my concerns and conduct a fair investigation, I am left with no option but to pursue legal action to protect my rights as a consumer.

I kindly request your immediate attention to this matter and urge you to initiate a thorough and unbiased investigation into the facts surrounding this case. I seek a just resolution that upholds the principles of fairness and consumer protection.

Please acknowledge the receipt of this complaint within [reasonable timeframe] and provide me with a formal response outlining the steps Amazon intends to take to resolve this matter promptly. Failure to do so will compel me to pursue further legal actions to safeguard my rights.

I trust that you will treat this complaint with the utmost seriousness it deserves and ensure that justice is served. You may reach me at ********** or **********a@gmail.com should you require any additional information or clarification.