It started with a deal and ended with disappointment.
You ordered two new pairs of shoes online, paid $30 for shipping, and waited patiently for your fresh kicks to arrive. But when they did? The soles were literally falling off.
Now you're left asking: Can I get my money back – including the shipping fees?
Let’s break down what’s fair, what’s possible, and what savvy consumers are doing when returns get tricky.
When Products Fail, What Happens to the Shipping?
In an ideal world, buying online should be risk free. But when your product arrives broken, defective, or clearly not as advertised, things get messy fast.
Most reputable retailers will refund the purchase price for a faulty item. But shipping fees? That’s where it gets a bit murky.
Some companies state upfront that shipping costs are non-refundable, regardless of the return reason. It’s in the fine print, and often overlooked until it’s too late.
But here’s the good news: believe it or not, asking nicely still works. Many companies, especially those that care about their reputation, will make exceptions. This is particularly true when the issue is clearly their fault. If the product is defective, that’s on them. And they know it.
A Little Politeness Goes a Long Way
A strongly-worded demand might feel satisfying, but it won’t always get results. Instead, lead with clarity and courtesy.
Let the company know:
- What the problem is (e.g., the soles detached)
- When you purchased the items
- That you're requesting a full refund, including shipping, due to the product being defective
Attach photos if possible. Keep your tone respectful, and don’t be afraid to follow up if you don’t hear back.
Companies often have more flexibility than they advertise. Especially when a customer complaint could go public, they’ll sometimes go beyond their written policy to make things right.
What You Might Get—and What You Might Not
Ultimately, your outcome will depend on the company's stated policy, the nature of the defect, and how you present your case. You may only get a refund for the product itself. But if the shipping cost feels unfair given the condition of the product, it’s absolutely worth asking for that too.
In some cases, retailers offer store credit, replacement items, or partial refunds. Others might surprise you with a full refund, shipping included.
Even if you don’t get it all back, remember that you’re not just getting your money’s worth. You’re reminding companies that quality and accountability still matter.
The Bigger Picture: Why Complaints Matter
Over the past few years, TrustDALE has helped recover nearly $1 million in lost money and services on behalf of consumers just like you.
And the pattern is clear: When consumers speak up, businesses take notice.
Online shopping is here to stay, but that doesn’t mean we have to accept poor products and policies. Every polite complaint, every refund request, adds up to higher standards and better experiences for everyone.
Takeaway Tips for Every Shopper
- Read the fine print before purchasing, especially around shipping and returns.
- Document everything: photos, receipts, email threads.
- Be specific and kind when reaching out to customer service.
- Don’t settle for less if the product is clearly defective.
And if a company truly refuses to do the right thing? Take your money elsewhere next time, and share your experience.
