Consumer rights incorrect design

[Beanso]

I ordered a hoodie that was delivered back in May for a club that my daughter attends. It has a design on the back with the club unit name and also her own name. My daughter attended the club wearing her hoodie a few days ago and everybody pointed out that she has the design of a different unit on her hoodie. The unit name is correct but the image is wrong. Due to the warm weather this year she has hardly worn this hoodie until now and the design on hers is fairly similar to the one that it should be so we hadn’t noticed. I have emailed the company that we ordered from and they have said that because I have contacted them later than 30 days and it is a bespoke item they will not replace it. They have offered me a measly 10% discount off a replacement. This company has a website displaying the item that we ordered and it is clearly different to what we have received. The only bespoke part is my daughters name has been added. Does anybody know what our rights are?

You should have checked the hoodie when it came.

Fact that bespoke
Fact that more than 30 days passed (how long has passed?)

I think they’re being reasonable

Whether posters thing the seller is being reasonable is irrelevant to your rights.

The fact it is bespoke does not take away your consumer rights. As you have had the hoodie more than 30 days, you have lost the right to reject it and receive a full refund. However, you still have the right to demand a repair (i.e. the supplier modifying the hoodie to the correct design) or replacement. If the repair or replacement is not of satisfactory quality, or the trader refuses, you can demand a refund. As you have had the hoodie less than 6 months, they cannot make any deduction from the refund.

Interestingly the Op doesn’t actually clarify how far off the 30 day time period we’re talking about here.

Which I suppose would indicate we are talking about quite a bit after 30 days!!

She says it was delivered in May so she’s had it at least 4 months, possibly up to 5.

You do have rights but it’s madness you think you can correct something 4/5 months later! Time to do it is when you receive the item.

I think the company are taking the piss.

You didn’t get what you paid for. Even if you’ve had it for a while.

Its not of satisfactory standard. You are entitled to a full refund.

30 days is irrelevant. You have up to a year.

@Beanso

this is a faulty item
they are not being reasonable
i hope you paid on credit card

put a complaint in via them

Bloody hell!

Yes, ideally it should have been dealt with when OP received the hoodie, but it is not madness to think it can be corrected now. As per my post, she has the right to a repair (unlikely in this case) or a replacement. If the vendor refuses or the repair/replacement fails, she is entitled to her money back. If the vendor continues to refuse, she should take them to small claims.

The goods delivered are clearly not what OP ordered, so it is an open and shut case. The vendor cannot escape liability just because of the elapsed time. If it had been more than 6 months since OP received the hoodie the vendor could provide a partial refund, making a deduction for the use OP's daughter has made of the hoodie. As it has been less than 6 months OP is entitled to a full refund if the vendor refuses to supply a replacement.

The goods delivered are clearly not what OP ordered, so it is an open and shut case.

not quite

In what way do you think it is not open and shut? Are you suggesting that it is ok for the supplier to provide a hoodie with the wrong design?