Farmasi Refused My Return for a Dried-Out Mascara

I have been a Farmasi member for years and have shopped through the company's website on many occasions without any issues. On October 10, 2025, I purchased a mascara for $11. Because I had always trusted the quality of Farmasi products, I did not open or inspect the mascara when it arrived. Instead, I stored it in its original packaging. About a week later, when I finally opened it to use it, I discovered that the mascara was completely dried out.

I submitted a return request through Farmasi's system and shipped the mascara back using Aras Kargo. However, I was later contacted by the shipping company and informed that the package had been rejected and returned to me. Farmasi never explained why my return was refused. Since no reason was provided and the entire process was left unresolved, I chose not to accept the returned package.

As a loyal Farmasi customer for many years, I am extremely disappointed by the way this issue has been handled. This experience has made me reconsider shopping with the brand in the future. My customer number for this order is TR 18959528. I am requesting that Farmasi either issue a full refund for the dried-out mascara or replace it with a product in proper condition. I also expect a clear explanation regarding the status of my return and a transparent resolution to this matter.