H&M Sent My Returned Sweatpants Back in Torn Condition and Refused My Refund

On April 23, 2025, I placed an online order from H&M for a pair of sweatpants (Order No: 67707601981). The item was shipped the next day, on April 24, but before it even arrived at my address, I submitted a return request through the Yurtiçi Kargo “Kontrol Sende” system on April 25. The product was then rerouted back to H&M for return processing.

To my surprise, on May 4, I received a package from H&M even though I hadn’t placed a new order. Inside the package was the same sweatpants I had returned—but now completely torn and in extremely poor, unhygienic condition. A note on the package stated, “Item arrived damaged”—and instead of resolving the issue, H&M simply sent the destroyed product back to me.

When I called customer service, I was told that a refund could only be processed if I returned the product again. This is absolutely unacceptable. The product was damaged while in their possession, and I had already initiated the return before even receiving it in the first place.

Forcing me to handle and repackage a torn, unhygienic garment just to get a refund is both physically and mentally distressing. H&M, this is a clear case of mishandling on your part, and I demand a full refund without requiring a second return of a product that was already in your hands and damaged under your responsibility. Take accountability and resolve this now.