I Face Defective Essence Stick Foundation And No Return From Rossmann Metromall

On August 13, 2025, at 17:02, I purchased an Essence stick foundation from the Rossmann store located in Ankara Eryaman Metromall. When I tried to use it at home for the first time, I discovered that the twist-up mechanism was defective. The foundation stick came out stuck to the cap, and even after attempting to put it back in place, the mechanism no longer worked.

Although I still have both the packaging and the receipt, the store refused to accept a return or exchange, stating that the package had been opened. However, I only discovered the defect after opening the product for the very first time, and it was unusable right from the start.

It is unacceptable for a brand-new cosmetic product to be defective and for the store to deny responsibility. I request an immediate replacement of the faulty foundation and proper resolution of my grievance. Customers should not be penalized for manufacturing defects that only become visible upon first use.