Beauty & Personal Care

If you have an issue with a beauty & personal care product, you could be entitled to a refund. Use our free tool to raise an issue with the seller.

The beauty and personal care industry in India has grown exponentially over the past decade. Trends show a magnificent contribution of both the domestic as well as the International players in the Indian market. The consumers have access to these cosmetic products either offline in local markets, malls, salons etc or online on certain beauty and personal care websites. However, with an upward trend, some pitfalls are present for unwary consumers. This guide will brief you on your rights and provide you with plausible solutions in case you face any issue. 

To get started it is pertinent to know that Indian Drugs and Cosmetics Act of 1940, governs the manufacture, sale, export, import and clinical research of drugs and cosmetics in India.

How to file a complaint with a beauty & personal care product seller?

To submit a grievance with 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. 
  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 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.

If you find any difficulty with the process, Resolver can help you through conveniently.

How will Resolver help you?

If you have a bonafide complaint, Resolver will help you to submit your issue for free. Any complaint from Resolver is an official complaint, and thus the concerned cosmetic manufacturers and sellers are obliged to act upon it. Resolver acts as a link between you and the company you’re complaining to,  making it easier for you to get your complaint to the right place at the right time. Resolver is free. No adverts, no hidden costs. Start by telling us the name of the company or organisation you have an issue with, raise a case and leave feedback afterwards.

Item related issues

The item I purchased was damaged!

Thousands of beauty companies and makeup brands are making claims of whitening, lighting & brightening your skin within a short span of life, 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:

  •         Skincare, 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.

‘Buyer Beware’- it’ll not be wrong to say that apart from the seller having the responsibility to ensure that the beauty product or service does not cause any harm to the user. The buyer is equally responsible to make sure that he is not being cheated by the seller. 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 the product service reviews on credible websites to avoid any trouble. Also, check the return, refund and exchange policy of a seller before making the purchase.

The item I purchased, got out of stock!

If the item you purchased is not the item listed as purchased due to the fact that it goes out of stock, the seller is responsible for either correcting the error (at no extra charge) or refunding your money. However, with online retailers, the process is less clear because these sites typically only serve to connect buyers and sellers. You may find information about resolving this type of dispute in the "disclaimers" or "legal terms" section of the customer contract, or you can usually give them a call or email the company for specific details.

I have not got what I purchased! 

If the item you have received is not what you have ordered or it does not match your expectations, you have the right to have this replaced with the correct product. Remember that you have similar rights if your goods are delivered to your home as if you had taken them away with you in a shop. You should carefully inspect the purchases and, if you find a problem with anything – whether it's a faulty product or if it was not the item you ordered – you should immediately contact the seller and ask for a refund or replacement.

There’s nothing sadder than a beauty product that fails to work for you! When faced with thousands of options, the probability of finding the perfect product or service lowers. However, if and when this happens, Resolver steps in to solve your troubles!

Price related issues

The product I purchased was incorrectly priced!

  • An issue with price generally involves:
  • Price higher than the MRP
  • Price lower than the MRP
  • Fake discount offered
  • Exorbitantly high shipping or delivery charges

Such practices are termed as an unfair trade practice and a consumer can seek redressal against them. In case of purchase from online retailers, take a screenshot of the product/service you purchased, in case the company changes the price or product description later.

What to do if the price of the product is not displayed?

The law makes it mandatory for the manufacturers to print the cost of production and maximum retail price (MRP) on the packaging of consumer goods so that the dealer does not overcharge the consumer. The maximum retail price is inclusive of all taxes and a retailer can sell a product at a price below the MRP. MRP of an item is generally 10 to 15% higher than the actual production cost.

When there’s no price displayed, you should simply inform the seller of the same. Ideally, they should rectify the error as early as possible. Unless an item is specifically listed for free, one should check with the seller in order to ascertain the correct MRP of a beauty product. In such a case, you should not place an order before clarifying the position of the MRP so as to avoid any future costs on the same.

I made the payment but it was not accepted!

If you face problems during the payment process and they cannot be resolved at the time the issue arises, it is ideal to contact your bank or card provider and ask them to investigate on your behalf. This includes your debit/credit card being declined or overcharged.

If your credit card statement contains incorrect charges or charges for products and services you did not receive, then you should dispute these charges. Both Visa and MasterCard offer a zero-liability policy: you will not be liable if your card or card number is used without your authorisation, as long as you have complied with the Cardholder Agreement.

Is the receipt of payment essential for raising a complaint?

The production of a receipt is a prerequisite for every claim of refund, replacement or repair. By not issuing the receipt, the businesses:

  • manage to evade taxes, and
  • prevent consumers from raising an issue due to lack of evidence

You can complain against those who do not issue the bill. Even a handwritten bill or a kachcha bill is a credible resource when filing a complaint. As a general rule, you should always make sure that the shopkeeper provides you with a proper cash memo of your purchase. It is your right to demand a receipt. If a receipt is not provided to you even after repeated requests, you may escalate your matter before the concerned authorities.

A payment confirmation email or an SMS received from an online retailer also qualifies as a legitimate receipt

I was overcharged for the product!

You should take pictures of any barcodes or sale stickers present on the purchased item. In cases where the machine has not recognized a reduced price, it is likely that you will only be able to complain after you have paid. We advise you to approach a member of staff before leaving the shop – most issues can be quickly resolved, as shops generally want to keep you as a customer! 

If your issue can’t be resolved in-store, you can use Resolver to make a complaint.

Delivery and service-related issues

There was a delay in the delivery of the product!

Delay beyond the specified period of delivery of a shipment. You are entitled to expect delivery of your goods within a maximum of 30 days of purchase. If delivery has taken longer than this, then you are entitled to a full refund on return of the goods (or possibly of a refund of your delivery costs – although this depends on the reason for the delay). If you have agreed on delivery at a certain time, you can claim a full refund on your delivery costs if the seller does not deliver at the specified time.

The product I purchased was not delivered to me!

The law allows a full refund in case of no delivery. Make sure you have all the necessary documents with respect to your claim. If the seller causes you a loss as a result of non-delivery of products, you might be eligible for compensation against the loss as well.

The product I purchased got delivered to the wrong address! 

If the delivery service has been provided by the seller, and then the delivery has been made to the wrong location- immediately alert the seller by dropping an email. If the seller refuses to provide help with your order, you may escalate your complaint to the concerned authorities.

Can I raise a complaint if my personal data is leaked or shared inappropriately?

Your Information including any sensitive financial information collected on computers that are protected by physical and reasonable technological security measures and procedures in accordance with Information Technology Act 2000 and Rules thereunder.

Don’t subject yourself to being patient zero on a new retail app that just landed in the app store. Wait and see how much transaction it gets. See how many other people download it.

There are other easy steps you can take to enhance the security of online accounts:

  • Change your password
  • Before making the payment, check for encryption key – a small key symbol – in the payment portal to ensure that the transaction is secure.
  • Before making a purchase, read the terms of use and privacy policy; scrutinize the fine print. Details such as whether your debit card number would be shared with a third party would be mentioned here.

Every e-commerce company have a grievance officer. Escalate your complaint to the appropriate authority via Resolver.

The service provided to me was not satisfactory!

Complain in person: The first easy step is to go back to the shop or phone the call centre and explain the problem and your suggested resolution.

Complain in writing: If the company won't help over the phone, the easiest way to take your complaint further is using this free online tool which helps draft your complaint and manage it too.

Court action: If all else fails and the shop hasn't given you a satisfactory response, you have a legal right to fair service. Ideally, send a ‘letter before action’ (legal notice) to say you are going to take them to court.

What to do in case my refund requests get refused?

Most major retailers operate a fairly customer-friendly returns policy and will accept returned items within a certain time period. However, in case the request for refund is refused by the retailer, the following could be the reasons:

  1. Absence of proof of purchase  (your receipt, or in some cases your debit/credit card statement, will suffice).
  2. Goods are not in proper condition and unpacked.
  3. You crossed the time limit within which the request had to be made.

Issues with the after-sale services!

If your issue has not been responded to or you are dissatisfied with the response received, the most important thing to note is that your rights as a consumer are protected by the Consumer Rights Act, 1986. If the product is not as described, fit for purpose or of satisfactory quality then you can ask for a full refund, a repair or a replacement of the product. 

If you have encountered a delay in services, it may be a short-term problem such as staff illness, transport problems or busy periods such as festivals or sales. You should ask to speak to their supervisor or manager or report the issue via Resolver.

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 enquiry about the beauty product and will take necessary action accordingly.

In Summary

  • You should always check the product before buying it.
  • In case you purchased the item online make sure to go through the reviews from reliable sources.
  • You should have all the papers related to the goods and services purchased.
  • You should be able to find details of the shop’s policy either in-store, on the back of your receipt or on their website.
  • Initially try to directly contact the toll-free customer care number and raise your concern. 
  • Then approach the cosmetic products and services seller in order to ask for refund or replacement.
  • Resolver will help you facilitate the entire process.

Helping you with Beauty & Personal Care services

You can raise issues with 145 companies in Beauty & Personal Care services
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We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

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