I placed an order on MAC Cosmetics’ official website for four products, paying a total of ₺2,396. Among these items, I initiated a return for a lipstick worth ₺599 because I had mistakenly purchased the wrong shade. The product was never removed from its packaging—I did not even open the box lid—and I communicated this clearly to customer service. After receiving a return code, I shipped the product back.
To my surprise, the team later decided that the item had been “opened” and rejected my refund request. This is unacceptable, as the lipstick was never taken out of its box. If MAC Cosmetics is refusing returns for completely unopened products, this raises a serious concern: does this mean customers are being sent items that were already opened before purchase? Such a conclusion undermines trust in the brand.
I demand a full refund of my lipstick without further delay. Additionally, I request a detailed explanation of how an unopened product could be classified as “opened” during inspection. My order number is: 6871058678.
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