ComplaintsforKokoist USA

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a UV/LED nail lamp from them. Order #****** I took it out of the box, tried it once, my skin was burnt, and I put it back on the box to return it.Paid for the return shipping myself, and when Kokoist received the lamp back, they refused to return my money because the box had been opened.I have never encountered this return policy, I tried the product for 5 minutes and put it back as it came. They claim a part was missing upon return which is not true. It was returned as received.they never advertised on their website that lamps sales are final.

  Business response

  05/08/2024

  Thank you for your feedback on the Better Business Bureau.

  5 of the 7 items in the return package we received were successfully processed as they abide by our return policy (please see the attached file). The two products that were unsuccessful: a 2.5g potted color gel and the Le Blanc Hybrid Lamp.

  As stated in our return policy, to be eligible for a return, your item must be unopened and in the same condition that you received it. As you have previously mentioned, the lamp was opened and used; upon inspection of the items, there were signs of product use. We do not allow this as it could be a potential health hazard for other customers if we are to resell it.

  We requested a photo of the product condition when it arrived; upon failure to provide this, the refund request for both items were denied.

  If you have any questions in regards to our return policy, please let us know.

  Sincerely,
  KOKOIST USA
  

  
  

  Customer response

  05/09/2024

  Complaint: 21646473
  
  I am rejecting this response because:

  The business does not clarify on their policy that opened items will not be refunded also applies to hardware, such as a lamp. It is easy to assume that the policy refers to polish and other nail products. In the ** you are allowed to open an item, inspect it, and return it if you are not happy with your purchase.

  The business is claiming that the lamp was not returned in the exact same state it was shipped. They are not telling the truth. It was barely out of the box for 5 minutes. They should be the ones providing photos of the original shipment to compare to what I received and what was sent back so THEY can justify what is missing. It is unfair to expect the customer to provide a picture of how the lamp was shipped to them, if everything looks ok upon receipt.

  In summary, this business has unfair return policies and they do not explain up front that their hardware is final sale. They should be putting clear statements on their website, and return the value of the lamp

  
  Regards,
  
  *****************

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