Hello from Amazon Selling Partner Support, 

This is in response to your email regarding the reimbursement request for order ID: XXXXXXXX. 

Upon careful investigation, we have found that your product that was returned is non-returnable. 

Certain products, including personal care, wellness and beauty products, food and beverages for example, are graded as non-refundable once buyers have either opened or damaged their parcels and then returned it to Amazon. 

When we accept responsibility for an unsellable return, we will reimburse you and will not add the item back to your inventory. 

For inventory items classified as defective or customer damaged, a removal order must be submitted within 30 days of the returned item's arrival at the fulfillment center. 

Unsellable inventory must be removed or it will be automatically disposed of. You can also request that we automatically return or dispose of this unsellable inventory. 

Please see Remove inventory (overview) or Remove inventory automatically. 

Amazon is not responsible and will not be refunded to the returned elements damaged by the customer. Add these elements to the inventory that is not created at the time of return. 

For more information, kindly see: 
FBA customer returns reimbursement policy 
https://sellercentral-europe.amazon.com/help/hub/reference/G9N934L7Y4SFWPJ4 

Remove inventory overview 
https://sellercentral-europe.amazon.com/help/hub/reference/G200280650 

Remove inventory automatically 
https://sellercentral-europe.amazon.com/help/hub/reference/G200678710