H&M Refused My Exchange Despite a Valid Digital Receipt

On December 30, I purchased a sweater from the H&M Istanbul Ataşehir İçerenköy City’s store as a New Year’s gift for my son. My son never wore the item, and when he said that the turtleneck part was uncomfortable, I took the sweater back to the store on December 14 to exchange it for another product.

Even though I paid by credit card and have a digital receipt, the staff member who said they were the store manager did not even bother to look at the receipt and stated firmly that no return or exchange could be processed without a physical receipt.

This was the first time I had come to this store to exchange an item, and despite having official proof of purchase in the form of a digital receipt, I was very disappointed by such a rigid and dismissive attitude.

I respectfully request that my purchase be verified in the system using my digital receipt and that this sweater, which my son never used, be exchanged for another product. I also ask that the store staff show greater care and sensitivity in their communication with customers during this process.