← All return policies
H&M Return Policy
Last verified: 2026-03-19
Official H&M PolicyVerified
www2.hm.com/en_ca/customer-service/returns.html
Return Conditions
- Items must be returned in the original selling condition.
- All original tags must be attached.
- Items must be unworn and unwashed.
- Original packaging is required for furniture returns and preferred for other items.
- A full refund may be denied if the item's value is reduced due to damage, soiling, washing, altering, or wearing (other than trying on).
Refund Methods
- Original form of payment.
- Exchange for another item (in-store).
- Store credit (for gift returns without a receipt).
Exceptions & Restrictions
- Returns are unavailable for underwear, swimwear (if hygienic seal is broken), and piercing jewelry for health and hygiene reasons.
- Perfumes/fragrances, face masks, hair tools, hair accessories, beauty products/tools, and cosmetics cannot be returned.
- Final sale items are not eligible for return.
- Designer collaborations and restricted products may not be returnable.
- H&M HOME items purchased online must be returned by mail only.
Online / Mail Returns
- Online purchases can be returned in-store for free.
- Online purchases can be returned by mail, with a $2.95 fee deducted from the refund (effective Feb 3, 2025).
- To return by mail, visit the H&M Return Portal, include the original receipt, and print a return label.
- H&M HOME items purchased online must be returned by mail.
In-Store Returns
- Returns of both in-store and online purchases are free when returned to an H&M store.
- For in-store returns, bring the original receipt, digital receipt/confirmation email, or QR code.
- The original method of payment must be present for a refund.
Gift Returns
- Gift items can be exchanged in-store without a receipt at the current selling price, for an item of equal or greater value.
Membership & Rewards Benefits
- As of February 3, 2025, the $2.95 online return fee applies to all customers, including Loyalty Members, with exceptions for faulty items or returns made within 14 days.
Damaged or Defective Items
- Customers returning faulty items will not be charged the online return fee.
- Damaged items can be exchanged for the exact same item.
Exchange Policy
- Exchanges are offered with a receipt within 30 days of purchase.
- Items can be exchanged for a different size or color only in-store.
- For online exchanges, customers need to return the original item and place a new order.
- Exchanges without a receipt are processed at the item's current selling price, and the new item must be of equal or greater value.
Additional Notes
- For online returns, a $2.95 fee is deducted from the refund, effective February 3, 2025.
- The online return fee is waived for faulty items or if the return is made within 14 days of receiving the order.
- H&M reserves the right to deny refunds if returned items fail quality checks or do not belong to H&M.
- Original shipping costs are generally not refunded for partial returns.