Elena F.
Return policy not honored after skin reaction
I bought two skincare products from Allies of Skin: the vitamin C Serum and Peptides & Antioxidants Advanced Firming Daily Treatment. I experienced redness and bumps the morning after the first use. I then reached out within a week to return the products and request a refund. The brand's website states returns are accepted "for any reason" within 30 days, and that slightly used products are eligible for return. However, customer service told me I was required to provide photos of my reaction and a batch number to proceed, conditions that are not mentioned anywhere in their published policy. When I declined to share photos for personal privacy reasons, I was told that opened products are not eligible for returns, which directly contradicts their own returns page, which accepts items in "slightly used, usable condition." I was not asking for anything outside what the policy entitles customers to. A company that advertises a "for any reason" return guarantee should honor it without adding undisclosed conditions. Update: the company did eventually issue a full refund.
Response from Allies of SkinJun 24, 2026
Thank you for taking the time to share your experience. We are sorry to hear that the products did not work well for your skin and that the return process felt frustrating. When customers report a potential skin reaction, our team may request additional information, such as photos or batch details, to help us investigate the matter thoroughly and maintain our quality and safety standards. We understand and respect that not all customers may feel comfortable providing this information. We appreciate your patience while our team reviewed your case, and we're glad we were ultimately able to provide a full refund. Feedback like yours helps us identify opportunities to improve both our communication and customer experience. Thank you again for giving Allies of Skin a try, and we hope to join you on your skincare journey in the future.