"Risk free money back guarantee" - refusing to pay out.

Castleonthehill

Hello,

I recently bought a lash serum from UKLash. The purchase page is covered in promises that you'll get your money back risk free if you experience no improvements in 8 weeks.

I received an automatic email asking for a review of the product. I gave it 1 star and said it doesn't work. They replied, telling me to use it for longer and accusing me of not applying it properly. They declined to post my review on their website and this explains why the only reviews are 3 stars plus, with the vast majority being 5 stars.

I asked to use the money back guarantee and they demanded a photo of my eyelashes before, time stamped. This isn't mentioned on the purchase page at all. Obviously I can't do back in time and do this.

What are my rights here? This seems like totally false advertising.

BoGoF

As the saying goes "if it seems to be good to be true"........

There are usually loads if terms and conditions (get out clauses) on these money back offers. Did you read them?

JJ_Egan

False adverts then complain to the Advertising Authority .
But as said read the T&C first as requirments are very clear .


MONEY-BACK GUARANTEE

We are confident in our products and therefore offer 100% money-back guarantee. If you have not achieved any results after 8 weeks of use you can qualify for our money-back guarantee. It's important that you have used the product consistently and as instructed for a minimum period of 8 weeks.

To qualify for our money back guarantee simply follow the instructions below:
1. Take a clear photo of your lashes before using our Uklash Serum
2. Take a photo of your lashes after 8 weeks of using, along with a photo of the used product
3. Email our customer experience team (contact@uklash.com) with the above
4. Your application will be processed within 3-5 days of submission
Please make sure that your photos have valid date and time stamps.
Applications that do not meet this criteria will not be approved for refund. We reserve our right to reject a refund request in the event that we are not satisfied (acting reasonably) with the supporting evidence you provide to us.

davidmcn

A "valid date stamp" is of course trivially easy to fake, were anybody minded to do so...

Castleonthehill

Those terms weren't present on the actual purchase page though, or linked from it.

foxtrotoscar_2

Castleonthehill wrote: »

Those terms weren't present on the actual purchase page though, or linked from it.

There's a clear link to them on the front page of the website.

JJ_Egan

Castleonthehill wrote: »

Those terms weren't present on the actual purchase page though, or linked from it.

They are on page one

https://www.uklash.com/products/eyelash-serum


Right under the reviews not hidden .