This is not acceptable and I understand that you have already called to explain the situation. Obviously we are extremely sorry that you should have received trousers that are not pristine.
We have a three month guarantee. This means that any customer can return a product within three months if they are not happy with it, regardless of condition. Any product that comes back worn is given to charity and the customer is either refunded or the product replaced.
It would appear that these trousers slipped through our quality control. Without seeing them, it is impossible to comment. However we did call you to confirm that a courier would collect the trousers from you on the 26th February and obviously a full refund will be made.
It is never our intention to send out faulty goods, but very occasionally our generous returns policy can make it difficult for us to spot a product that has been worn before being returned.
I am very sorry that we have wasted your time.
Best wishes
Nick Wheeler
Founder
Charles Tyrwhitt
