Verified Company
damaged package, all wet, looks like used, and slow respond
I ordered a Jan Marini product for 77 euros, which is not an inexpensive purchase. Unfortunately, the condition in which the product arrived was very concerning.
The item arrived without the original cardboard packaging and the bottle was wrapped with transparent tape. In addition, both the bottle and the inside of the shipping package were wet and sticky.
I have been using Jan Marini products for a long time and they have always arrived in original branded boxes, so receiving the product without packaging was very unusual.
Because this was my first time purchasing this particular acid product, I initially considered that the packaging might be different. However, the bottle and the package were clearly covered with a sticky liquid, which strongly suggested that the product had leaked during shipping. Since the bottle is opaque, it is impossible to determine how much product is actually inside. The overall condition unfortunately made the product look as if it had already been opened or used.
I contacted the store immediately and sent photos and a video documenting the condition of the item. Unfortunately, the communication was extremely slow — it took one to two weeks to receive a response.
The store suggested that the moisture could have been condensation due to cold weather, but this was clearly not water condensation. The liquid was sticky and appeared to be the product itself.
The store stated that the product was new and offered a refund only if I returned the item. However, I live in Lithuania, and international return shipping would cost approximately 10–15 euros. I asked who would cover these costs, since the issue was clearly not caused by me.
After this message, the store stopped responding completely.
Now two months have passed since the purchase, and I no longer expect a reply. I have simply stopped waiting.
Due to the questionable packaging, the condition of the product, and the very slow and incomplete customer service, I unfortunately cannot recommend this store. There are many retailers selling Jan Marini products, and based on this experience I would prefer to purchase elsewhere in the future.
Fortunately, I ordered only one item, but I will not be ordering from this store again.
Date of experience: 17 January, 2026
Date of experience: 17 January, 2026
