Faulty Amazon Marketplace item, can I get a refund?

mariat

Yesterday I received a 13.5 tog feather and down duvet I purchased from a seller on Amazon Marketplace. When I opened it I found that it is very poor quality with not much filling, and when held up to the light you could see that it is actually empty in some places. It was packaged in a plastic bag with a zip, but unfortunately the zip broke when I was repacking the duvet. I emailed the seller explaining the duvet is faulty and requested that I return it for a refund. Today I got a reply saying that the item and packaging must be in perfect unused condition and also that they will not refund any postage costs and that I have to return it at my expense. Also that any item and packaging returned that is not in perfect condition will not be refunded.
As I understand it, under the distance selling regulations, any item that is faulty can be returned and a full refund, including all postage costs, must be given. But what about the broken zip on the packaging? I can forsee that they will use that as an excuse not to refund, even if they do agree to refund p&p.

System

if the duvet is faulty ie no filling then the state of the packaging is irrelevant.

i second going through the A-Z claim process just to protect yourself.