Brooklyn pet bed store refusing refund

[pollyroo]

Bought pet bed online from 'Brooklyn' store.
Pet bed arrived, was doing the advised plumping etc & discovered quite a large hole in the underneath where the stitching has come undone. Have emailed them with photo advising that I wish for assistance with returning item for refund. Have received snotty response advising that refund is not possible, have to send a better photo so that the fault can be investigated.

Is this correct? Can they refuse refund for faulty item? Do I have to await the results of this 'investigation' whilst they have my £ & I'm in desperate need of a new pet bed that I now wish to buy elsewhere.

I paid by PayPal, thinking of opening a PayPal case as the response I received from them wasn't great & was refusing me a refund under the terms that they have the right as a seller to 'investigate ' the fault & provide no refund but a replacement bed.

I just want a refund & to buy elsewhere now tbh as I really don't like their attitude in the email, it's like they've got my £ now so I just have to suck that up ?!

Can anybody advise please? Will PayPal be more helpful if I open a case?

TIA.

This is the store

thebrooklyn.co.uk/products/brooklyn-calming-dog-bed?variant=37834283548834

Yeah open a PayPal case if they're refusing a refund. PayPal are really good.

They have offered me the option of paying for the return costs & returning it as per their returns process - to New Zealand 😳The website is co.uk which gives you the illusion that the company is located in the UK.
This is the last time I purchase something advertised all over instagram.Should have just purchased from pet stores here.

Lesson learnt.

If the item is faulty there's no way I'd be paying return costs. If it's not suitable (and therefore customer choice) that's different, but not if it's faulty - that's on them to rectify entirely out of their own pocket

Definitely contact PayPal, the item is not as described. No way should you be returning it to NZ at your own cost!