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I think your problem here is ‘free shipping’. Your customers would expect that on all items including replacements.
If any problem is on your end (such as damaged or wrong goods) then you should pay for all shipping to and from, but for change of mind you must have any shipping cost for your customers clearly stated at least in your T&C and possibly also somewhere on each shopping page.

Basically, as a customer what would you expect if you were buying from an online business.