Refund on skin care - due to allergic reaction (2024)

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riddleme Posts: 1 Newbie

4 July 2014 at 1:29PM in Consumer rights

Hi there

Thank you for your help in advance.

I purchased some skin care products from a stall called Forever Flawless (in Westfield Shepherds Bush) after a demonstration on my hand. This was for a face moisturiser and face scrub. I mentioned I had sensitive skin and he said it should be the perfect product for me.

I have used this on my face and I have got an allergic reaction (with pictures) and want to return the products.

I have called the store to explain and they have said they don't give refunds and I have also seen this is stated on their receipt.

I wonder if someone can help with advice; what are my rights to a refund, and would this fall under Sales of goods act as 'not fit for purpose'?

Kind regards

Morglin Posts: 15,921 Forumite

4 July 2014 at 1:57PM

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Hmm, difficult one.
I have ultra sensitive skin, and never assume assurances mean much, as everyone's skin is different, and reacts to different products.
"should be a perfect product " is meaningless, as skin care for sensitive skins is trial and error. And 'should be' is not a guarantee.
I would forget it and try something else.
Lin

You can tell a lot about a woman by her hands..........for instance, if they are placed around your throat, she's probably slightly upset.
stebiz Posts: 6,590 Forumite

4 July 2014 at 2:13PM

Have to agree with Lin. It doesn't mean there's anything wrong with the product and they can't guarantee that it won't react with any skin. Now if they gave you that guarantee and it was in writing you might have a case.

Ask me no questions, and I'll tell you no lies
browneyedbazzi Posts: 3,405 Forumite

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4 July 2014 at 3:13PM

I have to agree with the others. If you had told them that you had an allergy to a particular ingredient and they wrongly told you that their product didn't contain that ingredient then it would be different, but from the events you have described I don't think you have any right to a refund.
I too have very sensitive skin and react badly to a lot of cosmetic products - if I buy something and it causes a reaction then it gets given away to someone who will use it.

Common sense?...There's nothing common about sense!
Cupcakey Posts: 42 Forumite

4 July 2014 at 5:00PM

browneyedbazzi wrote: »
If you had told them that you had an allergy to a particular ingredient and they wrongly told you that their product didn't contain that ingredient then it would be different
It's pretty difficult to know exactly what the allergen is after a reaction to skincare.
It is a tricky one. Lots of high-end skincare brands take things back when they're unsuitable. Clarins recently did this for me. I think you're really unlucky that they won't. Cheap products don't matter, you can pass them on or even throw them away. (Although my friend had a reaction to a Body Shop lipstick recently- they refunded it no bother.) I'm in the habit of asking for samples before I buy anything expensive though. Often if they don't carry samples, they'll say they do returns. If not, steer clear.
browneyedbazzi Posts: 3,405 Forumite

4 July 2014 at 5:16PM

Cupcakey wrote: »
It's pretty difficult to know exactly what the allergen is after a reaction to skincare.
It is a tricky one. Lots of high-end skincare brands take things back when they're unsuitable. Clarins recently did this for me. I think you're really unlucky that they won't. Cheap products don't matter, you can pass them on or even throw them away. (Although my friend had a reaction to a Body Shop lipstick recently- they refunded it no bother.) I'm in the habit of asking for samples before I buy anything expensive though. Often if they don't carry samples, they'll say they do returns. If not, steer clear.
It can be difficult to know what the allergen is - equally you cannot expect a retailer to know whether or not a product is going to make you react. And you (or me!) having a reaction to a product does not make it faulty and mean we are legally entitled to a refund.
You're right that some high end retailers will refund/exchange for products in these circumstances but that is their choice and is done out of goodwill because they rely on repeat business (and have huge profit margins so can afford it). It isn't an entitlement.
As an aside - your friend isn't the only one to react to body shop lipsticks. I tried one of theirs and ended up with my lips blistered and raw. I won't go near their cosmetics again....it reminded me why clinique is worth the premium price tag.

Common sense?...There's nothing common about sense!