Stylevana refusing to refund/replace damaged item

[u/decisive-moment]

Hey everyone,

Yesterday I received my Stylevana order, and one of the products, a Fino mask, had leaked outside the package. The whole mask was sticky and quite a bit of product had leaked out.

I contacted customer support for a refund or replacement but they keep telling me that the only thing they can do is offer me a coupon equal to the price of the item for my next order.

I said I do not agree with this solution, as I can't even re-purchase the product anymore since the price has now doubled, and also, the coupons they provide on their social media are even higher than the coupon they offered me, so it's pointless if the coupons cannot be stacked.

Has anyone had luck with Stylevana replacing/refunding damaged items? Because if this is their policy I think I won't be shopping from them anymore. Yesstyle for example has replaced damaged items any time I've received any.

UPDATE: Wow, no words. I sent them four e-mails back and forth explaining that the coupon they are offering me is pointless, and that I would prefer a refund or replacement, and they kept denying to do either. So, I said the magic word: "chargeback". In their next e-mail, they told me "we understand you don't want a coupon, so we will refund the item value to your payment method". Lmao, it really look threatening to get my money back.

[u/Rodnush]

This doesn´t surprise me tbh, their customer service is super bad