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Spalook / Returns

1 Boca Raton, FL, United States
Contact information:

I'm complaining about their return policy. It's listed below:

No-Hassle 45-Day Return Policy
As part of our commitment to provide you with complete satisfaction, we stand behind all of our products with a no-hassle 45-day return policy. If you are not satisfied with your purchase, all you have to do is contact Customer Service within 45 days of your purchase to obtain return instructions. No questions asked. Once received, returns are processed within 5 business days. We will send you an email once we have processed your return. You will be issued a credit for 100% of the purchase price, excluding shipping charges if applicable. Please note, we cannot be held responsible for returned items that become lost in transit. We recommend you choose a delivery method with tracking and/or insurance.

Sounds like a good return policy but they make it as hard as possible to return items. First, it's hard to contact them. Don't use the email form on their website because you'll get an error message back saying that address does not exit. If you use the Live Chat Help on their site or call their customer sure you don't have anything else going on at the moment because you will be on hold for quite a while.

Secondly, it isn't hassle free nor is it no questions asked when returning a product. They hound you about what you are returning and why before you are given an RA number to return your order. They don't give you return instructions either so make sure you return the products with a copy of reciept with the RA number written on it. Mail using the address on their mailing label to you. Make sure you send it back with some kind of tracking number.

Lastly, I was told by their customer service that they wouldn't take any more returns from me. I had to return some items from my last 3 orders because they were irritating to my skin. Obviously they don't take into account that I've made 8 purchases from them within the last year totally hundreds of dollars. My returns were a fraction of what I've spent with them.

So if you know exactly what you need and know for sure you won't be returning the product, they do ship fairly quickly. However, if there's any chance of returning an item...don't order from them and have to go through the hassle of their no-hassle return policy.

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