H&M curstomer service claimed the item been worn

[capricesea1]

Just received email from H&M after sending the whole order for return that one jumper can't be refunded as it smells strongly of perfume and therefore not in a resaleable condition anymore..
It is cashmere jumper from their premium range for £119. I just tried it quickly and as the shape didn't suit me packed it back in its original bag and posted for refund in a couple of days. Also, I never use perfum.
Did this happen to anyone? What did you do in this situation? Can warehouse people make such kind of mistakes when checking returned items?

Did it have all the labels still on it? Be unusual for them not to just process the refund unless it was very obviously worn.

Does it smell of perfume?

How did you pay? It's pretty easy to challenge if you paid by paypal.

@Mariannas when I received the jumper it was in perfect new condition and didn't smell of anything. I didn't use any perfume, the jumper was on for less then a minute when I was trying it. So it shouldn't smell of anything

@Goblinmodeactivated all tags attached. I am in shock myself, sounds like somebody from warehouse was in bad mood that day..

@MattDamon it was Paypal, thank you.
H&M sent the jumper back to me, I am curious to see what is wrong with it

I would refuse delivery. If it's in their custody and you can prove it via mail tracking, Paypal will almost certainly refund you.

Agree with PP if you’ve paid by credit card or PayPal challenge through them. Sometimes retailers can be sticky with this stuff once they’ve made the decision and it could take you a while to resolve.

@MattDamon unfortunately Evri usually just leaves parcel near the door..

I called their customer services and they advised to make pictures when jumper arrives and send them email with attached pictures. They sounded not polite as if I am trying to trick them and have worn jumper, so unpleasant!

My other suggestion would be try to return in store?

@MattDamon they probably blocked this option in my account, or made a note. I will try of course to go and speak to someone there. So much hussle.. Never happened anything like this before

I’ve not heard of it happening, did you think it smelt of perfume when you tried it on?

How does taking a picture prove it doesn't smell? Strange that they've asked you to do that!

@GodspeedJune no it didn't, otherwise I would have noticed - I am very sensitive to smells and can't wear perfume myself

I just posted here to check if this happened to someone else but looks it is not a common thing.. Lets hope it is just a mistake in the wearhouse, maybe they meant another jumper

Have you been on the sauce early OP?

This happened to me!! I received an email saying it had been worn washed and reticketed!! I was raging went back and forward with them they refused to do anything and just said warehouse decision was final. I received it back not a laundry smell or anything all with original ticket. Took it back to a store and they didn’t bat an eyelid. Infuriating

Where do you get a camera that photographs smells?
I want one.😮

@Amigoingcrazy2201 did you get the refund in store? Awful experience, they should give us a voucher for all these..

Do you use shower gel?

Do you smoke or have pets?

No pets, don't smoke. It definitely didn't smell of anything when I sent it back

By the way, the refunded me other part of that order, including poloneck, which I tried on at the same time as that jumper. So poloneck didn't smell of perfume:) I'am sure it is mistake of their warehouse, but there is no way for customer to prove it wrong, very weird.

@capricesea1 I was too late for a refund by the time they sent back and I got to a store but they exchanged it no problem at all. I could only think they’d made a mistake too it was so so odd. Never heard of it happening before!