If a customer states that their product is any of the following:

1. Past the date of expiration 

2. Soon to expire

3. Doesn't feel comfortable using that product

4. Has a unpleasant odor  

5. Looks like it changed to a different color or is discolored

6. Has an irregular texture

1.) Past the date of expiration 

Ask for the customer to send a clear picture of the product and where it shows the printed expiration date (which may be located on the product container or on the product package). This image should be sent to team@bluemercury.com. This step will be taken for all past the date of expiration products and soon to expire products.

Depending on the product's price point and condition, request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. 

A replacement should not be offered in this type of issue. 

*Exception: If the situation demands it and becomes escalated, copy the item's UPC # and go to Stord portal website. Click Insights on the left hand side of the page, then Click Inventory by Expiration Date and search for the item using the copied #. The results will show you the expiration dates of the items in our current inventory and this info can be used to ensure that another expired item is not sent to the customer in a replacement order. If all items are not reflecting a past expiration date, then ask SUPS if okay to proceed in offering a replacement order. If all items shown have a past expiration date please proceed to send an email to ER for Order Review Req to confirm with the warehouse that: if a replacement is issued, it will not have been pulled from the same batch and have the same expiration issue. Advise that you will follow up with them by call/email within 24-48 hrs. with how the warehouse has determined how to proceed. 

2.) Soon to Expire

Ask for the customer to send a clear picture of the product and where it shows the printed expiration date (which may be located on the product container or on the product package). This image should be sent to team@bluemercury.com. This step will be taken for all past the date of expiration products and soon to expire products.

Depending on the product's price point and condition, request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. 

A replacement should not be offered in this type of issue. 

*Exception: If the situation demands it and becomes escalated, copy the item's UPC # and go to Stord portal website. Click Insights on the left hand side of the page, then Click Inventory by Expiration Date and search for the item using the copied #. The results will show you the expiration dates of the items in our current inventory and this info can be used to ensure that another expired item is not sent to the customer in a replacement order. If all items are not reflecting a past expiration date, then ask SUPS if okay to proceed in offering a replacement order. If all items shown have a past expiration date please proceed to send an email to ER for Order Review Req to confirm with the warehouse that: if a replacement is issued, it will not have been pulled from the same batch and have the same expiration issue. Advise that you will follow up with them by call/email within 24-48 hrs. with how the warehouse has determined how to proceed. 

3.) Doesn't feel comfortable using that product

Request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. Returning the original item will depend on the product's price point and condition.

4.) Has an Unpleasant Odor

Request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. Returning the original item will depend on the product's price point and condition.

5.) Looks like it changed to a different color or is discolored

Request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. Returning the original item will depend on the product's price point and condition.

6.) Has an irregular texture

Request that the customer return the product by mail or return to any store. Provide a new return label if needed. 

Returning by mail, returning to a store, or receiving a refund without return necessary will allow the customer to use this refund to repurchase a new product - allowed to offer 15% off the repurchase depending on the situation and/or item. Returning the original item will depend on the product's price point and condition.

Expiration: Will be a set numeric date and to stop using that item after that date.

PAO: After opening the product, it needs to be used in the stated time frame .