What counts as a damaged item?Updated 25 days ago

A damaged item is one that is no longer functional or usable — meaning you cannot use it for its intended purpose.

What counts as damage?

An item is considered damaged if it has a defect or fault that prevents it from being used as intended. For example:

• A foundation pump that won't dispense product
• A mascara with a dried-out or broken wand
• A palette with cracked or broken pans that make the product unusable
• A skincare bottle with a broken seal or leaking cap

What doesn't count as damage?

Damaged or imperfect packaging alone does not count as a damaged item — as long as the product inside is fully intact and usable.

Outer cardboard boxes and packaging can get scuffed, dented, or crushed during transit. If the product itself is in perfect condition and works as expected, it is not considered damaged.

For example, a dented cardboard box on a perfume or skincare set does not make the product damaged, provided the bottle or contents inside are undamaged and usable.