Forever 21 Refuses To Refund Faulty Boots

I just bought something from Forever 21 online for the first time. I purchased the Metallic Fringe Over-the-Knee Boots on February 10th and decided to debut them on Valentine's Day. These boots sure do catch the eye, but boy, are they a pain to wear! I was in so much pain for days after wearing them. But that's not the real problem. After just one wear, the heels of the boots started to develop creases. I asked for a return code using the app and sent the items back. I gave customer service a call to double-check my intention to return the item. But, after being on hold for 25 minutes, the representative informed me that they don't take returns for used items. This is not okay. If a product is faulty, customers should have the option to return it, regardless of whether or not it has been used. What other ways can we figure out if the product is faulty? Forever 21 not only declined my return, but they also made me pay for the shipping. I'm really let down by Forever 21. Their customer service is absolutely awful, and their products are just not up to par. I ain't ever gonna shop there again.