Has anyone returned a bag to Peony & Moore?

[Gingefringe]

I bought a P&M Lucia in tan a few months ago. I've used it a handful of times on special occasions only and notice that the front flap is very crinkly and floppy and looks different to the rest of the bag. I've recently been given a vintage Lucia in black and the same part of the black bag is very firm and smooth and gives the whole bag a different look.

Would it be reasonable to contact P&M to ask them for an exchange or refund after a few months? I bought the bag as a treat (after saving up for a few months for it) and expected it to last several years but overall I'm quite disappointed with it.

[Onlyaphase]

I returned a bag to them once, and found it trickier than expected TBH. I'd ordered a pink leather bag from them, and knew as soon as I'd opened it I didn't like the leather at all.

From memory, I had to email them with my reasons for the return and they were helpful and quick in their response to that and agreed I could return it. I then had to wait for them to send me a special prepaid postage label, then send the bag back, at their cost, via special delivery. Once it had been returned and they could see it was unused I got a refund, less postage costs I think.

It has put me off ordering from them again TBH as it seemed like they had to agree I had valid reasons for not liking the bag, and I wondered what would happen if I ordered another bag that didn't suit.

[nowrinklesonamelon]

I returned a bag to them and found it to be fine. They pay for the postage back - which was nearly £10.00 insured and signed for - so I have no complaints. - -
companies always ask for the reason you are returning on their returns form before they refund -- I would order from them again -

[FeuDeSnowyRussie]

I think if you can argue that its faulty or worse quality than you were led to believe in some way and you've had it for less than 6 months then they have to take it back. I'm sure I read that somewhere - check your consumer rights. I once took a pea coat back to Jack Wills after wearing it for 3 months because the buttons kept falling off, and they gave me a refund no questions asked.

[Gingefringe]

Well I emailed P&M and provided photographs of the crinkly front bit of the bag and they tell me there's nothing they can do about it as each bag is different!
This was not the response I expected from a company like Peony & Moore and I shall certainly not be buying from them again!
Thanks for the note about consumer rights feu - I will look into this again.