Beauty & Personal Care - Damaged item

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As a consumer, you are responsible for thoroughly checking and noticing if there is a problem or fault with the beauty or personal care item that you have bought. You must act quickly and immediately inform the seller that you have encountered an issue.

Problems and faults with the beauty product you’ve bought can be major or minor. It may include any fault or shortcoming in the quality, quantity, purity, standard, etc. in the makeup product. Personal care brands generally make claims which might not be shown in the end result. A major fault is one where the cosmetic item does not work as it is supposed to. A minor fault will be one where there is a fault with the appearance or finish of a cosmetic, or if the beauty product has been scratched- this is because the makeup or personal care item will still work and do what it is supposed to do.

If you find a damage in a beauty product purchased online, you can escalate your matter by simply contacting the online retail store. If your complaint is against an offline seller, you must approach the concerned seller with a receipt of the purchase and make a complaint. In any case, your complaint does not go through, Resolver will assist you in contacting the appropriate authority and providing an appropriate solution.

You should know

Indian cosmetics & personal care market has grown exponentially over the past decade. With thousands of beauty companies and makeup brands making claims of whitening, lighting & brightening your skin within a day, it is easy to get carried away and end up buying a beauty product you might regret later!

The glossy packaging, organic ingredients, mineral-base and multi-tasking of a beauty product aren’t enough to ensure a good experience with a brand. You can escalate your complaint if you have an issue with any of the following beauty and personal care products or services:

  •         Skin care, hair care, and other personal care products;
  •         Makeup products including brushes, sponges, and other cosmetics;
  •         Beauty salon treatments including chemical treatments;
  •         Spa services and related body treatments.

Generally, it is the responsibility of the seller and the personal care product manufacturer to ensure that the beauty product or service does not cause any harm to the user- in case it happens, they are bound to provide compensation. As a precautionary measure, you should always check the quality of a beauty product thoroughly before making the purchase. It is also recommended to read beauty product & beauty service reviews on credible websites to avoid any trouble. You should also check the return, refund and exchange policy of a seller before making the purchase.

You can raise an issue against the following entities:

  •         Cosmetic, beauty product or personal care product manufacturer;
  •         Beauty or personal care product seller;
  •         Beauty or personal care service provider;
  •         Online seller of a beauty and personal care product or service.

To submit a grievance against a cosmetic company, a beauty product seller, or a personal care service provider in India, you should follow the given steps:

  1. Gather your paperwork related to the purchase of the product or service and contact the seller from whom you made the purchase, whether online or offline. Most sellers have a complaint resolution mechanism in place. You must check the refund, return and exchange policy of the seller before placing an order.
  2. If the seller refuses to help you or does not provide a satisfactory resolution, approach the customer care cell of the beauty services vendor and register an official complaint with the makeup and personal care brand. You can also escalate the matter by approaching the corporate office of the beauty service provider.
  3. Usually, the beauty and personal care company will assist and resolve your issue within a reasonable time. If they fail to do so, or if you're not happy with the result, you can serve a month’s legal notice to the cosmetic company to allow them some time to resolve your issue- failing which, you may take legal action.
  4. If all else fails, you can take legal action against the beauty business by filing a consumer case at an appropriate consumer forum and follow the procedure as prescribed under the law. Generally, it takes a minimum of 2 to 3 years to resolve a consumer case.

You can seek recompense from a Consumer Forum against the defective beauty product or deficient personal care service. The forum would need the manufacturer to:

  • come over the defect or deficiency,
  • give a replacement product, and
  • provide a refund of the money spent or
  • pay compensation for the loss or injury caused by such defect or deficiency.

In case the beauty product or service is found hazardous, then the forum may order the brand for desisting in its manufacture or to stop from providing such a service.

If your complaint is solely against the difficulty in usage or bad side effects of a makeup & beauty product, you should directly contact the makeup brand through their toll-free customer care number and raise your concern. If the problem is not resolved, you may escalate the matter to the customer care head of the makeup company.

Did you know that you can file a consumer complaint against the harmful ingredients of a beauty product? The law on cosmetics prohibits the use of certain ingredients in makeup products. If a personal care product or a makeup item has hazardous components which may cause severe harm in the long run- you may contact the Drugs Inspector or the Assistant Drugs Controller in your area who will be available in the Office of the Assistant Drugs Controller of your district. Details of the same can be found on the Drugs Control Department website of your State/ Union Territory. The Officer would then hold an inquiry about the beauty product and will take necessary action accordingly.

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