I ordered a Luna body scrubber which I'd classify as a hygiene product, and to my dismay, received an open box used item. This raised serious concerns about the company's quality control. What's more troubling is their customer service's response. Not only is it slow (you wait 7+ days for each reply).They initially told me I was wrong and this was impossible!. After having to dispute this further, they now expect me to cover return shipping costs from Canada to the UK for an "investigation", which feels unfair given the nature of the issue - their mistake, not mine. They said i MIGHT be eligible for shipping refund IF I quality!?! So not only will I not have the product I paid for, I will have to pay even more for them to correct their mistake and even so I might risk not "qualifying". Most high quality companies would have sent a prepaid label and/or a replacement vs making me feel like I'm a criminal trying to scam them and they need to investigate and decide IF I'm telling the truth. I have pictures of the issues and have shared with them. As i was going through to understand the process they also highight in their returns that they do not refund the taxes paid. This is not only frustrating but also illegal in Canada. Overall, the entire process has been inconvenient and has left me questioning the integrity of this company. Protect yourself and order from another company with higher customer service standards. If you must, I advise others to exercise caution when considering purchases from this website, as my experience has been far from satisfactory.