Am I entitled to anything?

[AmIHumanOrAmIAYeti]

Bought 3 beauty products online on a 3 for 2 offer. Two are the same product. Used one last week and had an allergic reaction. Have contacted the company who have apologised but are only prepared to refund the unused item as the one I used was technically free. Are they correct? I would be happy to swap for something else but they are refusing. But I feel I have lost the “opportunity cost” of that third item, if nothing else. How does this work?

No. They’ve offered that for the unused version when returned (I bought 2 very similar ones.)

Yes, I get it. I was explaining my thought process rather than arguing that mouldy sausages are the same as cosmetics.

67%…… (returning 1, binning 1)

Why do you imagine the company should take the hit on your being allergic to something?

Allowing you to return a cosmetic is (in a lot of places) a goodwill gesture. If they allow cosmetics return as standard then that’s good, but still doesn’t change anything for you as you got it in a 3 for 2 so you’re not entitled to the full price refund, as you didn’t pay full price for it.

That’s how it works when you return one item out of a 3 for 2. They’re not doing anything wrong. You’re being unreasonable.

No, you’re returning 33%. One out of 3. You used the other one. The fact that you can’t use it is irrelevant.
They sent the correct item. They listed all the ingredients. It isn’t faulty.

You being allergic to something you chose is not their issue. You’ve opened and use it, it isn’t being returned. You can do what you want with it but you’re not getting any money back for it.

You’re getting the correct refund for the one item you are returning.

Can I ask why you bothered posting here to ask if you don’t want to accept the answers?

I understand what you’re trying to do but your comparing apples with oranges so it wouldn’t be the same answer

I’ve accepted the answers……..?

I’d have thought you could successfully reclaim a full refund using consumer rights legislation covering online purchases which gives you 28 days to return online purchases-for any reason. You’d probably have to return the whole order though.

It is 14 days, not 28. In any event, OP wants to keep one of the three items she purchased, so is not entitled to a full refund even if she is within the 14 days. The refund she has been offered is fine. It will leave her having paid only for the one item she wants to keep.

The free item in 3-for-2 is usually the cheapest.
Take it from there.

Unless the goods were faulty, you’re not entitled to any refund so by offering to refund the amount they did, ie half of what you paid for 3 items, then they are making a goodwill gesture. What have you done with the other 2 items?

www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

They will only refund the other item that I’ll be returning (it’s a bigger version of the one I reacted to). There is no goodwill gesture.

I'm not sure that they're legally to refund you for anything, so isn't a refund for the unused item a good will gesture in and of itself?

There is a good will gesture - your are not legally entitled to anything !!!!
Will you let it go now - all for the sake of 13.50
The shop has done more than enough for you
Your attitude is part of the reason now our insurance etc is so bloody high as people expect compensation for everything there is no ownerships of actions or responsibility anymore

28 days to return.

• You have the right to cancel an online order and get a full refund for any reason within 14 days of receiving your goods.

then

• You then have another 14 days to return the items after you have notified the seller of your decision to cancel.

so 28 days to return them.

if your willing to return all 3 and and are still within the first 14 days then I would argue you could return all for a full refund.

It is only 28 days total if you wait until day 14 before cancelling the order. The retailer can make OP pay the cost of returning the goods. As OP still wants one of the items, going down your route will not leave her any better off and it could leave her worse off than if she accepts what the retailer has offered.

Why are you so angry?! I’m legally entitled to return the unused one. That’s what they will refund me. It’s clear I’m not entitled to anything for the used one, and that is what they are offering. No goodwill gesture of any sort. Lesson learned.

The goodwill gesture is refunding you more then they have to. They didn't have to assign no value to the used item, they could have just refunded you 1/3 of what you paid as they are getting 1/3 of the order back.

I think it’s standard so if you return
part of a special offer you don’t benefit from it. In theory otherwise you can return two and keep the free one.

I bought a few things somewhere recently and returned two. My refund was a bit lower than I thought but they’d removed the discount for ordering over x amount and charged me postage as without those two items I’d of had to pay.