Faulty hoodie after 30 days

TiffinTop

Hi, I'm looking for a bit of advice on returning a faulty hoodie.  I ordered a Stussy hoodie (£130) for my son mid January and it now has 3 holes round the front pocket after 6 weeks and a few washes.  I contacted the company at the beginning of March asking for a refund and I've sent pictures of the holes.  They've responded saying that "While we are unable to offer a replacement or return for this order due to the time that has passed, we would still like to make it right by offering you a 15% refund on this item".
Is this correct or do I have a right to a full refund as the iten is faulty?  And how would I go about it?  Or is it one of life's lessons and I should just accept the 15% refund and avoid the company in future?  
Thanks in advance for any tips and advice.

Mark_d

Perhaps the holes were caused by a large/heavy item being carried in the pocket?  The location of the holes would give the retailer an indication of whether they were the result of a design/production issue or whether they were caused by the customer.

I'm not familiar with this brand of clothing.  I tend to consider style as well as durability when I buy clothing.

TheSpectator

Where did you order it from?

Aylesbury_Duck

Which retailer is it?  Their response type suggests it might be a far-eastern drop-shipper.  Offering partial refunds for things seems to be a typical response from them.

If it's a "proper" UK retailer, then it's more likely to be as Mark_d suggests, that they suspect it's damaged through use rather than an inherent quality problem.

Tucosalamanca

Stussy is certainly popular with kids at moment.
They've taken all sales in-house and are no longer officially supplying retailers. You have to buy from Stussy online or one of their shops. Apparently this has been done to ensure that brand integrity is retained (they have a major problem with counterfeiting).

Historically they've manufactured high quality, hard wearing garments, as I understand it (from reading online and speaking to other parents) quality has dropped in the past couple of years.

I bought my nephew a Stussy sweater for Christmas and was most disappointed at the value for money. Nephew however is delighted...

The best option might be to take the 15% refund and ask a local seamstress to make repairs? 
As it's a 'streetwear' brand, repairs probably wouldn't look out of place and might even be seen as a feature.

Good luck with it...

TiffinTop

Tucosalamanca said:

Stussy is certainly popular with kids at moment.

Historically they've manufactured high quality, hard wearing garments, as I understand it (from reading online and speaking to other parents) quality has dropped in the past couple of years.

I bought my nephew a Stussy sweater for Christmas and was most disappointed at the value for money. Nephew however is delighted...

The best option might be to take the 15% refund and ask a local seamstress to make repairs? 
As it's a 'streetwear' brand, repairs probably wouldn't look out of place and might even be seen as a feature.

Good luck with it...

Thanks - yeah I was really disappointed with the quality when it arrived but my son was so excited about it so I just kept my mouth shut!  I'd been wondering if I had a case to argue but think I'm best cutting my losses and moving on.  Thanks for your advice.  

TiffinTop

Mark_d said:

Perhaps the holes were caused by a large/heavy item being carried in the pocket?  The location of the holes would give the retailer an indication of whether they were the result of a design/production issue or whether they were caused by the customer.

I'm not familiar with this brand of clothing.  I tend to consider style as well as durability when I buy clothing.

Thanks - this is the first time we've bought anything from this company.  I think we'll stick with Nike next time!

TiffinTop

TheSpectator said:

Where did you order it from?

It was direct from Stussy.  uk.stussy.com

the_lunatic_is_in_my_head

Hello OP

If you purchased from here:

https://uk.stussy.com/?country=GB

They are a UK LTD so burden of proof is upon them in the first 6 months, they should repair or replace and if not you can reject for a full refund, or of course demonstrate the issue was caused by the user.

Send them the below:

https://www.legislation.gov.uk/ukpga/2015/15/section/19

(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.

and request your right to a repair or replacement

https://www.legislation.gov.uk/ukpga/2015/15/section/23

TiffinTop

Aylesbury_Duck said:

Which retailer is it?  Their response type suggests it might be a far-eastern drop-shipper.  Offering partial refunds for things seems to be a typical response from them.

If it's a "proper" UK retailer, then it's more likely to be as Mark_d suggests, that they suspect it's damaged through use rather than an inherent quality problem.

Thanks - the quality was very poor compared to other hoodies he has.  Such a shame because it was so expensive!

pinkshoes

TiffinTop said:

Hi, I'm looking for a bit of advice on returning a faulty hoodie.  I ordered a Stussy hoodie (£130) for my son mid January and it now has 3 holes round the front pocket after 6 weeks and a few washes.  I contacted the company at the beginning of March asking for a refund and I've sent pictures of the holes.  They've responded saying that "While we are unable to offer a replacement or return for this order due to the time that has passed, we would still like to make it right by offering you a 15% refund on this item".
Is this correct or do I have a right to a full refund as the iten is faulty?  And how would I go about it?  Or is it one of life's lessons and I should just accept the 15% refund and avoid the company in future?  
Thanks in advance for any tips and advice.

At £130 for a hoody that's only lasted 6 weeks, I'd be absolutely pushing for a refund or a replacement.

I'd email them again stating that 6 weeks is NOT a sufficient lifespan for such an expensive garment, and under the Consumer Rights Act, the hoody needs to be fit for purpose, which it clearly was not, so you would like either a full refund or a replacement. Make it clear that the hoody has failed due being faulty material.

At under 6 months old, it's them that have to prove the fault wasn't inherent (e.g. your son damaged it). As your son has probably worn hoodies for years, and I assume never had issues before with other brands, then it indicates that the item was faulty.

If they don't play ball, then you can make it more formal by responding again and this time entitling your email "Letter Before Action" giving them 14 days to replace or refund.