H&M Rejects Return as “Used” Despite Original Tags Still Attached

I purchased a ski suit from H&M’s official website and paid approximately $233 for it. Because ski suits are usually tight-fitting, I intentionally ordered a size Large, but when the product arrived, it was larger than expected. The item was delivered to me on January 16, and I handed it over to the shipping company for return on January 17, the very next day, so that I could purchase a different item instead.

Despite this, the product was sent back to me with the claim that it had been “used.” Frankly, I do not understand how this is possible, as the product still has the large original tag attached. Am I supposed to ski or exercise with the tag still on? How can this be considered used? What makes this even more frustrating is that I was never informed of this decision in advance. I only found out when I received a shipping notification.

I received the returned item on January 26, 2026, at around 4:28 p.m., and because it was already late in the day, I was unable to send it back again on the same day. As someone who is involved in e-commerce myself, this is the first time I have encountered such a practice, and I am both shocked and seriously inconvenienced.

I will be sending the product back for return again, and my request is for a full refund of the $233 I paid. If the item is once again returned to me with the claim that it is “used,” I want to clearly state that I will file a complaint with the Consumer Arbitration Committee. I expect H&M to carefully review the product this time, correct this mistake, and process my refund as soon as possible.