Rights on return or exchange of faulty dress

[FaceOrf]

I ordered a dress from an online company about a month ago, it was £110, and wore it for the first time on Mother’s Day. It fastens with press studs at the front and during the lunch I noticed one of these fastenings had come off and was lost, leaving the dress gaping open and a hole where the press stud was previously.

i contacted the retailer who asked for photos which I sent the same day. They have refused an exchange or return and said the best they can do is offer a 10% refund to fund the repair. They won’t even send a new fastening. I have asked for an exchange. They have said they don’t do exchanges sorry for the disappointment and “please don’t hesitate to contact us again if we can help with anything.”

where do I stand with this?

If it's within 30 days you can insist on a refund, if it's longer than that but a "reasonable" timeframe (which this sounds like given it's the first time you've worn it) they are entitled to repair or replace it. Reject the 10% refund, they have to repair it for you.

Legally, anything you buy has to be "fit for purpose" and if it isn't you are entitled to a refund or repair. £11 wouldn't cover taking it in for repair so they are taking the pee. Did you buy with a credit card online? Might be better to claim through them instead.

Was it a uk based company?