Consumer rights on beauty products.

shadypm

Hello all,

I bought a beauty product from a website that sells many branded goods. The site is Indulge Beauty. I am unhappy with the product as it has left me worse than before and asked how to go about sending it back and getting a refund. I was advised to contact the manufacturer as they 'just sell the products'.

I contacted the manufacturer which is 'skin and tonic, London' who replied:
"I'm afraid, though, that our returns policy is limited to purchases made directly with us."

Piggy in the middle. Any information on who is rightfully to look into this would be helpful. I read on here that the retailer is liable as the contract is between me and them.

Thanking you

Pam

[Deleted User]

Your case is with the retailer.

KatrinaWaves

‘Worse than before’ is subjective. I bought many products for spots over the years and none of them left me with the clear skin of the adverts.

Unless it was mid advertised in terms of ingredients, or the retailer offers a satisfactions guarantee, there is no claim for items not performing on your skin as they say they will.

shadypm

KatrinaWaves wrote: »

‘Worse than before’ is subjective. I bought many products for spots over the years and none of them left me with the clear skin of the adverts.

Unless it was mid advertised in terms of ingredients, or the retailer offers a satisfactions guarantee, there is no claim for items not performing on your skin as they say they will.

I hear what you are saying but the reason of why im not happy with the product is not under scrutiny here. That is between me and either the retailer or manufacturer which is what I wished to know.

Thank you

soolin

shadypm wrote: »

I hear what you are saying but the reason of why im not happy with the product is not under scrutiny here. That is between me and either the retailer or manufacturer which is what I wished to know.

Thank you

In that case it is impossible for anyone to give you advice.

Generally though if something is sold with a guarantee, for instance ' we guarantee this will leave you with a completely clear skin after 10 uses' then you have a complaint if you can prove you used it for the recommended time, at the recommended rate and have proof of before and after condition. I suspect even that sort of guarantee though is barely worth the paper it is written on unless 'clear skin' is legally defined.

If though it is a case of '75% of people showed a marked improvement' then you have no hope at all.

If though they claim to have say 2% of a miracle and named ingredient, which you dispute, then if you had a chemical analysis proving they were wrong you would have a case.

eddddy

shadypm wrote: »

I hear what you are saying but the reason of why im not happy with the product is not under scrutiny here. That is between me and either the retailer or manufacturer which is what I wished to know.

You have a contract is with the retailer.

So your consumer rights, your rights to make a claim etc are against the retailer.

You should clearly tell the retailer the legal basis for your claim. For example:

• Misrepresention
• Breach of contract terms
• Unsatisfactory quality
• Unfit for purpose
• Not as described

As you probably realise, being 'not happy' with a product isn't a legal basis for a claim...

... unless there was a relevant contract term, for example if the retailer said something like "If you're 'not happy' with the product, we'll give you a refund"

bris

If we were entitled to our money back just because a beauty product didn't meet our expectations all the manufacturers would have been bankrupt years ago.

CakeCrusader

eddddy's right, your contract is with the retailer. Try and get a sample before you spend cash if you can, it's the best way to know if a product is right for you.

hollydays

There's nothing to stop you having a discussion with the manufacturer then going back to the retailer with your findings.