Zara Rejected My Refund Claim for Two Returned Products

I purchased one jacket and one pair of trousers from Zara via the mobile application with two separate orders, numbered 54468513829 and 54876975710. I sent both products back by cargo in less than one month in order to return them. Since 10 October, my return request had been shown in the system as “return under review,” and today I was informed that my return was rejected on the grounds that the products were “used.” The products I returned were spotless and had their tags on. In fact, when I first ordered the jacket, it arrived smelling of cigarettes and with some unidentified stains on the sleeves. I informed Zara about this and a replacement was sent, and despite returning this clean product, it was labelled as “used,” which I absolutely do not accept. Throughout the process, each time I wrote to customer service, I only received standard messages stating that the products were under review, my explanations were not taken into account, and I felt I was being dismissed with copy–paste responses. I am also attaching several WhatsApp conversations and screenshots with Zara customer service that clearly show the course of the process and the rejection of my return. I request that my total refund of ₺4,850 be immediately approved and paid back to me, and that Zara apologise to me for the unfair “used product” justification.