Can You Get a Refund for Shipping When Your Online Order Arrives Broken?
We've all been there, opening the package of a really exciting online purchase, just to feel crushing disappointment as you realize the item is defective. Ugh. Maybe it’s a dress with a deformed zipper, or a pricey electronic device that won’t charge, or a brand new pair of shoes that lost both soles after being worn one time.
That last one actually happened to one Georgia consumer, who paid full price for the shoes as well as an extra $30 for shipping. Paying high shipping prices may be worth it for a product that works, but when it arrives busted? You don’t just want the money you paid for it, you want a refund for the shipping too. Anybody would!
We’re here to give you the good news: it is completely acceptable to ask for a refund on both a defective product and the shipping.
We’re also here to gently break the less good news: whether you actually get both refunds depends on the seller's policy and how you handle the request.
So, follow along to learn all you need to know about shipping refunds, and how to maximize your chances of getting all your money back.
The Rules Around Shipping Refunds Aren’t Always Clear
When you purchase something online and it arrives damaged, defective, or simply not as described, most reputable companies will offer a refund or exchange. But shipping fees? That’s where things get a little tricky, a little blurry around the edges.
Many retailers explicitly state in their return policies that shipping charges are non-refundable. However, there’s often a bit of wiggle room when the product failure was clearly the company’s fault.
There are a few things to consider here. First and foremost, even though company policy obviously matters, it’s not always the final word. Some companies leave these kinds of decisions up to the discretion of their customer service department, in which the agents are empowered to offer full refunds (product + shipping) to preserve goodwill. In these cases, your approach can influence the outcome. A polite but firm request often opens more doors than a demanding, aggressive tone.
How to Ask for a Refund and Actually Get It
While you’re not guaranteed a full refund on shipping costs, it’s always worth trying. In fact, experienced consumer advocates and investigative reporters have long noted that companies often “do the right thing” when asked reasonably.
Here’s a strategy that works more often than you’d think:
- Be clear and respectful in your communication. Say what happened, share a photo if possible, and explain why the refund matters to you.
- Reference the issue, not just your frustration. For example, in the case of the consumer with the bad shoes, they may say: “The soles came off after one wear, which makes the shoes unwearable. I’d like a full refund, including the $30 shipping fee, given the product quality.”
- Always ask, never demand. As they say, you catch more flies with honey!
Many consumers are surprised by how far a courteous message can go. You may only get a refund for the product itself, but in plenty of cases, companies will throw in the shipping refund as a goodwill gesture.
What Are Your Rights as a Georgia Consumer?
While federal consumer protection laws, like the FTC’s rules around deceptive or unfair business practices, apply nationwide, Georgia also has its own consumer protection laws. The Georgia Fair Business Practices Act prohibits sellers from misrepresenting products or failing to deliver goods as advertised. If a product arrives defective, the law may entitle you to a refund or replacement.
Georgia Attorney General's Consumer Protection Division recommends starting with the business directly, but also provides complaint resolution assistance if that fails.
Final Thoughts: Don't Let Bad Products Cost You Extra
Shopping online is easy… until it isn’t. When something goes wrong, it shouldn’t be on you to eat the cost. Whether it's $30 in shipping or a pair of shoes that fell apart out of the box, you have every right to ask for fair treatment.
The key takeaway? Ask nicely, clearly, and directly. You may not always get everything refunded, but you'd be surprised how often you will.