Sinoz Loses My Return Package and Won't Refund My Money
On June 18, 2026, I placed an order (order #3859960) through Sinoz's own website, and one of the items — a Sinoz Pink Touch Instant Tone-Correcting Liquid Sunscreen SPF 50+ Mineral Sunscreen Filters 50 ml — arrived with the seal on the packaging already broken. I believe this product's protective seal should never have been opened before it reached me, and this has left me concerned about hygiene and safety. On top of that, an eye cream was added to my order without my approval or request. Even though I wasn't charged extra for it, the fact that items can be added to my confirmed order after the fact is unsettling, and it's made me question how reliable the system really is.
Before this, I placed another order (order #3835745) on June 11, 2026, also through Sinoz's website, where I ordered 3 items to take advantage of a "buy 2, pay for 3" promotion. I only received 2 items, and when I checked my account, the system also only shows 2. When I reached out about this, I was told I needed to return the items and place a new order. When I went to ship the return using the code provided by the system, the shipping company told me that code was linked to two different addresses. I told them to send it to the Vadi İstanbul address, since despite my best efforts, the system gave me no information about which address it should actually go to. My return shipment appears to have been delivered to an address in Sarıyer, Istanbul, but I haven't been able to get any information about the status of my return or my refund.
The fact that I returned order #3835745 and the replacement order I placed (#3859960) also arrived with different contents has made me seriously question whether my orders are being altered somewhere in the system. I've left messages twice asking customer service to call me back, but no one has followed up, and I can't find anyone who will actually address this.
I'm requesting that the return and refund process for order #3835745 be resolved immediately, that I receive a detailed written explanation regarding the opened-seal product and the unauthorized item added to order #3859960, that I be given a clear explanation of why my orders are showing up this way in my account, and that customer service follow up with me by phone as well.