Amazon Only Gives Me The Option To "Replace with the exact same item" - So How To Still Get Refund?

Amazon Only Gives Me The Option To "Replace with the exact same item" - So How To Still Get Refund? If something you bought on Amazon doesn't work and you bought it with PRIME, you should have the option to just return it for a full refund, but it looks like Amazon is pressuring buyers to just ask for a replacement, but what to do if the product just doesn't work and is not damaged. Some products just don't work or don't fit, but maybe Amazon just want you to accept that it's the "new normal" that things can't be returned for refund in 2021 the PRIME subscription?
BTW: maybe it was just too soon after the item arrived, because I just had it for 2 hours, but I asked the Amazon support if this is the case, but they couldn't give me any answer why the refund option is not available. So what to do to get your money back? Watch and see?

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