I Face Damaged Product and Refund Issue with Zara Home Online Order

On July 29, I placed an online order (No. 80096811877) from Zara Home, purchasing three items in total. Two of the liquid soap dispensers arrived defective — one had scratches, and the other had a pump that spun loosely without dispensing. I noticed the damage the same day I received the order.

I contacted customer service twice, and they confirmed the items were defective. I received an email stating that the products would either be refunded or replaced, depending on my choice. I was told they would be collected from my home, but after 10 days, no one came. When I visited the Akasya Mall Zara Home store to ask about it, I was informed that only furniture is collected from homes, and this is neither stated online nor communicated by customer service.

When I requested replacements, I was told, “We only process returns; if you want new ones, buy them online.” I explained that I was returning them because they were defective, not for personal reasons, yet they insisted I would have to pay 140₺ for shipping again. I paid shipping for no reason and never received replacements.

I expect Zara Home to apologize, send proper replacements, and refund the shipping fee I paid due to their defective products.