Reaction to face cream

[EuroTrashed]

Does anyone know whether I'm entitled to a refund on a facecream which was bought online (as obv shops are shut)? I've had a reaction to it, and want to return it. The retailer is prepared to take it back to test it, but doesn't want to refund me unless the testing proves it's "faulty", by which time of course I've sent it back and they've used up £120 worth of face cream (I know...) on testing it.
I'm unclear whether the fact I react badly to it (despite using the same brand before) makes it something the retailer needs to refund? Obviously in a time when we can't actually test things in store, you'd like to think they'd be flexible but apparently not.

Don't think so , once it is open or has been used I think it is regarded as accepted and can only be returned if faulty.

thanks. How annoying!

I thought distance selling regulations give you 14 days to return an item no questions asked?

I work for a beauty retailer and we have a no quibble refund policy if you react to a product. It’s defo not the one you have purchased from as our prices are nowhere near that. You might have more success asking them for an exchange? Maybe ask their recommendations for sensitive skin etc..

Highly unlikely anything will come back on ‘testing’ (I’m not sure what tests a retailer would do on a face cream). Your reaction is likely to be due to a specific ingredient or fragrance in the product, which would not be defined as a fault. Could you try contacting the manufacturer of the product? They might be more sympathetic. As previous posted said, a lot of beauty retailers would refund, as it’s just good customer service really.

I think they’ll refund you as goodwill and they are just seeing whether you will go to the trouble of returning it. Basically trying to weed out anyone being cheeky and trying to get a refund and keep the cream. Could you ask them if they will refund your postage? I’ve been allergic to a lot of stuff and remember a company doing something like that it might have been Omorovicza? I use cerave now.

Hmmm not a great response from the manufacturer! I agree they might just refund you on return rather than go to the bother of testing it themselves.

Otherwise you could try selling on eBay especially if it's an expensive brand. Whilst you can't sell used skincare officially, people do put used branded stuff on eBay if it's not been suitable for their skin.

it's peculiar - the retailer is prepared to send a courier to collect it from my house (!) but isn't offering a refund.

This is why I mostly order stuff from QVC. You can return it and get a refund. This applies to anything! Even make up. Even if you just don't like it! The money I would have saved in mascaras alone!!!

I think they'll refund it as you had a reaction to it, most skin care companies do this.

They are probably asking you to send it back to check you're not scamming them by buying an expensive skin cream, pretending you reacted to it, then getting a refund and keeping the cream. If you send it back barely used then they'll know you're legit.

Well update is that they said they'd send a courier to collect it, got me to fill in loads of forms and sent photos of the reaction and then precisely NOTHING. I've chased them a few times and they're just thinking about it. It's a retailer I've spent a few hundred pounds a year with for about 6 years and all goodwill has evaporated - they're being stupidly petty about this despite having the (not v attractive) proof in front of them.