• Hmm thanks for all your replies, I think I kind of knew already that I should just take the refund and get the jacket back.

    The buyer has sent me a picture of the item since they received so they couldn't try to damage it now and say it came like that, if I did really want to dig my heels in. But I think I will refrain from trying to "win".

  • You could offer them a discount first? Save yourself the hassle. I know, I know, it sucks.

    "Sorry about this, I genuinely believed it did have the feature you wanted. I really want to avoid the hassle of a return, so can I offer you £ off? No worries if not, just let me know".

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