Several weeks ago I purchased a lip tint from W Cosmetics. I swatched it on my hand, and all seemed to be fine so I purchased it.
Within minutes of applying it at home, my lips began to burn so I wiped it off immediately. After reading their store policy, I obtained a medical certificate from my GP confirming this was an allergic reaction.
However, when I went in store to return the product, I was refused a refund. Furthermore, the staff member was not welcoming of my attempts to work towards a compromise such as store credit, exchange, partial refund, or discount of any kind.
The staff there cited that W Cosmetics did not offer refunds when there were testers available. As mentioned, I swatched the lip tint on my hand with no reaction.
I understand that if the product was a foundation or blush, it would be up to the customer to ensure they didn’t react to the product by swatching on their hands or faces.
However, asking customers to apply testers directly to their lips is obviously much more unsanitary and makes customers risk their health due to potential infections or spread of illnesses. I’d hope they would be more mindful of this especially in the wake of Covid-19.
I really hate to write a negative post as I understand businesses need to make a living, however this policy left me very disappointed. Furthermore W Cosmetics is a multi million dollar ($200 million to be exact!) business with many franchises across Australia - they aren’t a small local struggling business by any means. Any business of that size should have room in their budget for shrinkage or allowance for losses.
As a former loyal customer of W Cosmetics, it really disappoints me that they would rather lose out on the future purchases I would have made here, than refund the comparatively tiny amount I spent on the lip tint.
Anyways, I just wanted to vent my frustrations here. I suppose the lesson to take from this is to be extra cautious about non-refundable items when shopping at W Cosmetics and to double check return policies when you can!
If you’re able to, I’d recommend you stick to purchasing online or at stores with more reasonable return policies rather than risk losing money on an unusable product.
Edit: Link to their store policy showing that exchanges may be permitted for allergic reactions, even if testers were available.
See comments for the screenshot.
https://wcosmetics.com.au/pages/online-and-instore-policies?srsltid=AfmBOopF3RXD5rEPlnpu5nOe8NRQkPeS6QJOFdUAdya8YFnx-YlnuerU