Defective item - found a rip after removing a tag

[hong0376jinki]

Hi, 

I purchased a pair of pants. When I first received the item, I checked the zippers, tags, and overall looking of the pants. I removed the tag and wore them to go out a few days later and my wife noticed a hole on the pants and I quickly changed (Only had them on for less than 5 mins), I quickly messaged the seller and took some pics of the damage to share with the seller when I got back home that night. The seller first offered $20 off but It would not work as I didn't want to buy the damaged item. Now, the seller said that if the tag is removed, the return will not be acceptable. I was going to work with the seller before I returned the item, but it seems like they don't want to accept the return as the tag is removed and assume that I made the damage. I told the seller that there are no signs of wear if you received the item besides some crease because of the way the item was folded and packed when shipped. I am curious if it is my responsibility to check to make sure there is no defect on the item. Of course, I could notice a big defect but this rip is less than one inch, and it is hard to notice as the color of the pants is black. What option do I have? should I just return the item although they are not willing to take it?

Thank you,

[mam98031]

Just open an Item Not as Described Return Request [INAD].  Choose the reason Doesn't match Description or Photo.  And then in the description you can add that under the tag there was this damage and attach the pictures.  The seller will have no choice but to process the Return Request.  

When you hear back from your seller and it is anything less that saying it is OK to return and giving you a return shipping label.  Come on back and tell me exactly what the seller is saying.  I or someone else will be around to help.

[hong0376jinki]

Thank you so much for your reply. I have already requested the return and have the return label (I used the Doesn't work or defective for the reason and the pics attached) and ready to ship it back to the seller. I was going to work with the seller without making a big deal but the seller does not seem to want to work with me. 

Below is the response from the seller.

First response: Unfortunately if they have been worn we can not accept the return, due to covid once an item is worn it voids any returns per our policy.

Second response: No not at all we will work to make this right for you. I can offer you a $20 refund to repair them if that is OK. - I responded to the seller that this would not work for me.

Third response: But if you took the tags off and wore it voids the return, we will gladly take it back it if still had the tags on it an not worn.  - I responded that you sold me the defective item and you cannot resell this damaged product anyway and I don't understand why the tag still needs to be attached. I still have the tag, this is just removed since I wasn't going to return it until I found the rip.

[mam98031]

You are doing GREAT.  I would advise you to just ship the item back using the label your seller should have given you inside the Claim you filed.  Then just wait.  Follow the tracking of the package so you know when they get it.  Once they receive it they have a couple of days to refund you.

Now if this seller has a standing of TRS, they may try to partial refund you, using one excuse or another.  If that happens, just appeal the Return Request as the damage to the item was not caused by you.

Do make sure you include the tags in the return package.  What the seller does with them is up to them.

[hong0376jinki]

Thanks again. I will ship it back to the seller tomorrow and keep you posted. 

[mam98031]

Perfect.