On December 6, 2024, I purchased a 100 ml Coco Chanel Mademoiselle Eau de Toilette from Sephora Online during a discount campaign, paying ₺4,352.34. After receiving the product, I noticed that the bottle cap was defective. Following Sephora customer service’s request, I sent the perfume in for inspection.
On July 17, 2025, the product was returned to me after a 21-day inspection process, and I was officially informed that the cap was indeed faulty. I explained to customer service that simply repairing the cap would be enough for me. However, they stated that repairs were not possible and that the only solution was a refund.
I insisted that I did not want a refund but a replacement, since the defective cap was a product fault. Nevertheless, my request was denied. To make matters worse, the perfume’s current price is now ₺6,900, meaning I would have to pay much more to repurchase the same product.
On August 7, 2025, I received an email confirming that my refund would be processed within 14 days. However, as of September 12, 2025, no refund has been deposited into my account.
This situation has caused significant inconvenience and financial loss. I request that Sephora process my replacement request as originally asked and that my rights as a consumer be respected. At the very least, the refund should be finalized immediately without further delay.
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