Zero customer service skills
Unfortunately this oil gave me an insomnia/nervous system reaction. Contacted the person that owns the company only to be told I’m not allowed a refund or replacement. Not legal within 30 days. Was offered a partial refund to buy more? I asked for the monetary equivalent but no reply!
*Update you tried to get this review taken down as said it’s defamation but it’s not. I’ve never come across this when I’ve had an issue with a product? Yes it may of worked for two weeks but it interfered with my hormones and gave me a reaction and I didn’t notice that. My skin felt good yes but I couldn’t sleep and was getting hot flushes hence I emailed you. You refused to budge and I found you quite rude and dismissive and being a small business how you deal with customers should be most important. Manners are free. 💜
Reply from HotChi
Hi Maria,
We’d like to clarify a few important points for accuracy and transparency.
Our products are formulated to support relaxation and calm through skincare rituals inspired by aromatherapy practices. While everyone’s experience is individual, they are not designed to stimulate the nervous system or cause insomnia. Experiences such as sleep disruption can be influenced by many external factors unrelated to the product itself, and we cannot determine causation.
You previously confirmed that you enjoyed the product and had been using it for over two weeks. As clearly stated on our Returns Policy, opened and used cosmetic products are not eligible for refunds or replacements due to hygiene and safety reasons.
To clarify the legal point raised: the commonly referenced “30-day” period does not apply to opened or used cosmetic products. Under UK consumer law, the right to cancel does not apply once a sealed cosmetic product has been opened.
We did not offer a partial refund. As a gesture of goodwill, we offered an optional discount code for a future purchase after you requested a replacement for a product that had already been used. This was clearly communicated as optional and without affecting your statutory rights. This discount was not a refund or compensation for the original order and therefore cannot be redeemed for a monetary value.
For additional context, the original order already benefited from a significant promotional discount and free shipping, which does not affect returns eligibility but is relevant when assessing the goodwill gestures offered.
We always aim to act fairly, transparently, and in line with consumer regulations. If you’d like to continue the discussion, we’re happy to do so via email.
Kind regards,
HotChi Skincare
