Customer service is way all over the place. I had a shaver that I wanted to return. It was a gift bought from a Prime-connected account. After 3-4 emails of getting nowhere, one rep finally told me that shavers can't be returned due to health hazards and they refunded the buyer the full cost of the shaver. Since then I've also had them unexpectedly give me 2-3 full refunds for things I threatened to return. I think they're trying very hard to retain prime members.