Safe-T claim and reimbursement DENIED without reason

I am extremely frustrated by amazons lack of explanation and automated responses when denying my SAFE-T claim. I shipped 2 knee braces (total $200) and the item shows delivered by the carrier. All of a sudden I see a notification that the full order was refunded by amazon and the reason was "general adjustment". Upon opening a T-SAFE claim trying to understand the reason why the refund was even issued i get a automated response saying:

"We have denied your reimbursement request for order X. Why is this happening? The item is non-returnable. Orders not returned because they are designated as non-returnable by Amazon are not eligible for reimbursement unless the return reason is buyer faulted. For more information about the Amazon return policy, visit "About Our Returns Policies":

First off why is a knee brace non-returnable and secondly, why is it impossible to get an explanation and talk to a real person at amazon. Please help