I bought a coat for my toddler from an online shop nearly 3 weeks ago. When it arrived I saw it was the wrong size - the removable tag had the size I wanted on it, but the label sewn in at the neck was a size smaller. I emailed the shop immediately and put the coat back in the postage bag it arrived in. The seller asked me to measure the coat to see if it was just mislabelled. When I got it out to measure it I saw a little cut in the fabric by the shoulder (as if someone had opened a box with a Stanley knife and nicked it slightly). This definitely wasn’t me as I opened the postage bag with my hands - no sharp implements!
I emailed back and said I’d rather return the coat for replacement as it was damaged anyway (plus even if it had measured correctly for the size up, I’d rather have the correctly labelled item). The shop told me to return it to the manufacturer.
After chasing it up twice by email, I’ve now received a photo of a soiled, slightly bobbly cuff with pet hairs on it, and a message that due to the condition it arrived in, the only option is that it’s returned to me.
There is no way that it got in that condition with me, if it’s even the same coat. My toddler didn’t wear it or even try it on as I saw it was the wrong size and so knew I was returning it straight away. It was kept in the bag until I received the return postage label from the seller. We also don’t have any pets!
I've just logged into my paypal and checked. You have to do the dispute resolution there. Login, go to help, click on "Resolution Center" and then "Report a Problem". They'll freeze the funds the shop has on account with them until the problem is resolved.
No, you don't return to the manufacturer. Your contract is with the retailer/seller who is supposed to give you a perfect product for your money. I remember sometime ago, Tesco tried to pull a fast one similarly when I returned a faulty electrical product. I told them I'd nothing to do with the manufacturer and could you give me my money back? They duly returned my money.
Do have a look at Lands End. I buy all off our winter outwear there and the quality is excellent. Returns are very easy and no questions asked. They're also running some big promotional discounts now, at least here in the US.