problems with returning unused makeup- please help

fruity_swt

Hi

I just recieved an urban decay eyeshadow palette from my boyfriend for valentines day. he bought it from debenhams and he asked the sale assistant what the return policy was and he said it was standard 30 days return. so he bought it and gave it to me as a gift.

i don't want the palette as i already have the exact same one so i told him to return it to debenhams and get a refund. now the sale assistant at debenhams tells my boyfriend that its comestics and he has to send it off to urban decay head quarters and they will do some tests on it before deciding if they will refund the money?

Is this normal practice? I am just concerned that the palette will break in the post because its powders and then they will recieve it and say its broken or damaged and send it back to me without refunding the money so in the end i will not have my money back and a broken palette which will be useless.

I am also annoyed at the debenhams staff not knowing their policies and misquoting things to my boyfriend. he would not have bought the palette if he had known it was such a hassle to return it or he would have doubled checked with me first.

so i'm just wondering what i can do about this situation? I thought it would be up to debenhams to refund the money as this is where my boyfriend bought it. please can someone help me.

Thank you

Valli

Main Issue -

Debenhams employee quoting the standard 30 days return. IF this was done as the bf was buying the pallette and nothing else then the SA has erred; complain to Debenhams. IF, however, he asked a SA, THEN selected that item it won't have been clear to the SA. So you have to be clear about the timeline. It's normal practise for stores to refuse to accept the return of unwanted cosmetics (esp. if unsealed) and certain other items for hygiene reasons. I would write to Debenhams about this.

Secondary issue
Urban Decay may test the item (?) and choose to refund or not. Same reasons as above, really, hygiene. What will they do if they decide not to refund it? Return it to you?

Doesn't stop people buying/selling cosmetics on e bay though.;)

The LAW however, offers no protection for 'change of mind' issues or unwanted goods - some stores do this to retain customer goodwill but not all!

unholyangel

Take a picture before you send it? Make sure you get proof of posting too.

You can of course complain to Debs about being misinformed of their returns policy regarding these items. If you are going to complain, do not waffle on....keep it straightforward, to the point and remember to be nice and polite They may just give you a voucher or something as a goodwill gesture.

The problem is that with things for "change of mind" (ie goods that are not faulty) you have no statutory right to return them. Although of course if the store has a policy in place which allows exchanges/refunds within a certain time period, this would form part of the contract.

If you're running close to the 30 days, send it back asap. If you have a lot of time to play with, you could always complain to Debs first and see what they say or go in and ask to speak to the manager and then politely explain what the issue is and ask if they will allow you to exchange for something else in store or provide store credit (providing you have the receipt and are going to spend it with them again, they'll be a lot more open to this suggestion). Perhaps tell them that you already bought one after christmas and your boyfriend wasnt aware of it.

fruity_swt

Thanks for the help. i just looked at the urban decay website and it says:

We are sorry, but we cannot accept merchandise purchased at a retail location. You must return it to the retailer where it was originally purchased. If you have questions please contact Customer Service toll free at 1-800-784-URBAN (8722) Monday through Friday 10 AM to 7 PM EST or send us an e-mail to [EMAIL="info@urbandecay.com?subject=Returns%20of%20Items%20Bought%20at%20Retail%20Location"]info@urbandecay.com[/EMAIL].

but this is the US one and there is no info on the UK website as they dont sell online in the UK.

VfM4meplse

Bit of a Catch-22 then. Either sell it via e-bay as Valli has suggested, or use it after your current palette has been used up and then never buy from UD again.

Oh yes, and tell your b/f never to buy you make-up again, and specify wwhat you might like in future. Seriously, what do men know about make-up?

WantToBeFree

Does your bf still have the receipt?
I personally would go back to the store and ask to speak to the department manager. What you might find is that the concessions staff try to avoid making refunds as it effects their commission, however the store manager will be more interested in keeping a customer happy.
I used to work for a concession in a department store, although not Debenhams, but this is generally how it works.
Has the palette been opened or is it still in its original packaging and fit for re-sale?

fruity_swt

i just called up customer services at debenhams and they said they should return it if its unused and unopened. it's unused and unopened but there is no seal on the packaging anyway so they might not believe me. also they're all stupid at debenhams because the customer service guy on the phone just told me there is no such policy of sending it back to urban decay headquarters, especially when they didnt even give me an address. i hate it when people try to fob me off! Well it was bought at a london store, now will have to find time to get back there and try again. i'm just worried they'll make another excuse up

fruity_swt

yes my bf still has the recipet, make up is un used and un opened, all in perfect condition

Valli

Op

BF bought it?

BF took it back and came up with all this garbled rubbish about posting it to Urban Decay?

How long have you known him?

I would give it him back and let him sort it;)

WantToBeFree

fruity_swt wrote: »

Well it was bought at a london store, now will have to find time to get back there and try again. i'm just worried they'll make another excuse up

You should be ale to take it back to any Debenhams which has an Urban Decay concession, doesnt have to be the same store.

McKneff

Why dont you just use it when your present one runs out.
I would be mortified if I bought my husband a gift from the heart for valentines day and he told me he already had one (which would eventually be used up) and tell me to go and get a refund.

To be absolutely honest, i would be so hurt, then angry, then wrap it round his neck for being so ungrateful.