Case scenario :

You are serving Mary who is making a complaint about a handbag she purchased a week ago from your store. She presents a marketing brochure from your store describing the 'softest leather'. However, after buying it and getting it home she found that the handbag has a label on the inside stating it is in fact vinyl.

Mary has had to travel over an hour to return to the store.

Question :

What would you do? How would you suggest compensating Mary for her trouble? Ensure your response is in line with any legal obligations you may have.