Producto en mal estado

Dear Sir/Madam, Last August I ordered Skinceuticals Discoloration Defense serum from your web. When I opened the bottle, I got surpised the colour of the serum was brown instead of transparent. I asked Skinceuticals manufacturer they say this colour is because of a deep oxidation and it can damage my skin, so they don't recommend to use it at all. I wrote to your support (ticket nr. 929917) and you're refusing my claim because it took me longer than 48hours to claim. First, I'm asking you to proof this with the signed delivery note. You haven´t attached it. Also, this is a quality issue, and you cannot sell product in this status to damage the skin. This is dangerous for the health. This cannot have a 48h time. At least 15 to 30 days as it is for all products in Spain. Regards

Dear LUISA RAMIREZ, Thank you for reaching out. We sincerely apologize for the concern and frustration this situation has caused. We take product quality and safety of the Skinceuticals Discoloration Defense serum very seriously. Rest assured, our team has escalated this issue to re-examine your claim and review our previous decision. Our team will follow up with you as soon as possible with an update. Kind regards, STYLEVANA Este correo electrónico es un servicio de Stylevana. El 8 de septiembre de 2026, 13:16:26 UTC, reclamar@ocu.org escribió:

Dear Sir/Madam, I would like to remind you that 12 business days have passed since I raised this issue, and I have not yet received a reply. Given the delay, I would be grateful if you could provide a response without further delay and advise on the current status of my claim. Regards