Amazon India - No option to remove money from wallet

Hi,
I had ordered for a Costly item (worth Rs. **,***/- from amazon india) - which turned out to be defective / damaged. So I returned the item and waited for a refund. The refund was issued - but the Amount was credited directly to my Wallet (without my consent / Approval).

As per Policy of the company - Any Amount that is in the Wallet of a customer - can be used only for making fresh purchases. One cannot Withdraw or Transfer this amount to any other place. Even in case of an Emergency situation - there is no option given to Withdraw / Transfer the money lying in the Wallet.

As a result - I was put through some major inconvenience - for paying my EMI's. In spite of having the required money - I was unable to pay my EMI's on time.

Finally my friend agreed to help me. We decided to purchase a Mobile phone - as we were in a hurry. My friend put in some extra amount. Finally we managed to clear the money in my Wallet - and my friend was kind enough to reimburse the entire amount to my account for the purchase made (Which had now risen to Rs. **,***/-).

The problem is - my friend has a disability. due to this - he's unable to use a smartphone. Now, when he wants to return the mobile phone and get a refund (for a genuine reason) - they are saying it's not possible.

Policies seem to change at the drop of a hat (of course - without prior intimation of any type given to anyone). And genuine customers like us - are made to pay for their ignorance and stupidity.

Question is.....

* As customers - shouldn't we be given the option to withdraw / transfer Our money to any other places (outside our Wallet) - where it can be used for some other purposes?

*Assuming that the Product is not defective / damaged - what is the problem in accepting a Return (based on genuine grounds - such as ours) ? Is it necessary to Damage the Product - in order to return it?

* It appears that Policies are changed - to suit the convenience of the sellers and Multinational Online Retailers. Result - the Interest of the Consumers are nowhere in the picture. Is this Healthy for trade and commerce?

Our Demands.....

*/ a safe / reliable option for Removing cash from a customer's Wallet.

*/ in case of Refunds Option must be given to the customer - to choose where he / she would like to receive the money (wallet / bank a/c).

*/ Option to return the product - if it is not found to be useful (especially when the product is not damaged - so that the seller can still sell the same product to someone else). A small charge can be levied on such 'fake buyers - to cover the cost of transportation / handling. this could be profitable both for the buyer and the seller...