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Post in Customer Support
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Broken Products (faulty)

Is it possible to get a refund/return/exchange in this situation:

 

I purchased a MakeupByMario Sculpting Stick and the mechanism to twist it up has broken despite being treated very well and after not much use. The product was purchased 70 days ago, so customer service has told me they won't help me since it is outside of the 60-day window but I wanted to make sure there was no exception that could be made since the product was faulty and broke through no fault of mine.

 

The product is no longer usable since the mechanism broke with the product inside the component and was quite expensive. Does anyone know if something can be done? 

 

MAKEUP BY MARIO SoftSculpt® Shaping Stick 

Re: Broken Products (faulty)

Same thing happened to me so I haven’t been able to use my contour stick! I’ve only used it a handful of times and I’m past the typical return window. 😞 #faulty

Re: Broken Products (faulty)

It happened to me as well. I have the same issue, bought it in May 2023 and it started to have signs that twisting it up is an issue in June/July but somehow I managed to make it work so I didn’t do anything. However, this time the product is complete gone as I cannot twisted it up at all.

I reached out to Sephora and they said it’s more than 109 days so they are unable to do anything.

It’s a disappointing experience as this is my first time buying in Sephora and first time trying Mario. 

Re: Broken Products (faulty)

I had the same issue. I am so glad I found this tread. I purchased two contour sticks. I am afraid to repurchase due to this issue happening again. The Contour sticks were my first purchase from the band. This is not an ideal experience. 

Re: Broken Products (faulty)

Hi @pinocchio0303 I'm sorry to hear that. I'll send you a PM!

Re: Broken Products (faulty)

@babydollkenny I will send you a PM. 

Re: Broken Products (faulty)

I am also having this issue. I can’t get my product out at all now. Can someone message me too for help?

Re: Broken Products (faulty)

@booemail I will send you a PM. 

Re: Broken Products (faulty)

hey!!! im pretty sure i’ve found the solution!! i have a video posted to my tiktok (user: julianeedsbandaids) that you can go watch if the instructions here don’t make sense:
1. remove the cap from both ends of the bronzing stick
2. remove the brush by twisting then pulling while keeping a grip on the black section of the compact (don’t worry it easily goes back on)
3. pull the top white part (where the contour is) and the bottom black part (where the brush attatches) in opposite directions while twisting the product upwards
tada!!! i really hope this works for other people and wasn’t just a fluke on my part. after you use this solution it should twist as normal. i hope this helps someone!!

Re: Broken Products (faulty)

This worked for me for a little while. Not anymore…

Re: Broken Products (faulty)

Same thing happened to me. I’ve barely even used it but can’t get a replacement because it’s outside of the return policy. This is very disappointing.

Re: Broken Products (faulty)

hey!!! im pretty sure i’ve found the solution!! i have a video posted to my tiktok (user: julianeedsbandaids) that you can go watch if the instructions here don’t make sense:
1. remove the cap from both ends of the bronzing stick
2. remove the brush by twisting then pulling while keeping a grip on the black section of the compact (don’t worry it easily goes back on)
3. pull the top white part (where the contour is) and the bottom black part (where the brush attatches) in opposite directions while twisting the product upwards
tada!!! i really hope this works for other people and wasn’t just a fluke on my part. after you use this solution it should twist as normal. i hope this helps someone!!

Re: Broken Products (faulty)

Hi @GabyMB10 sorry to hear that! I'll send you a PM.

Re: Broken Products (faulty)

The exact same thing happened to me! Super disappointing since it was highly recommended by my Sephora associate 😑

Re: Broken Products (faulty)

hey!!! im pretty sure i’ve found the solution!! i have a video posted to my tiktok (user: julianeedsbandaids) that you can go watch if the instructions here don’t make sense:
1. remove the cap from both ends of the bronzing stick
2. remove the brush by twisting then pulling while keeping a grip on the black section of the compact (don’t worry it easily goes back on)
3. pull the top white part (where the contour is) and the bottom black part (where the brush attatches) in opposite directions while twisting the product upwards
tada!!! i really hope this works for other people and wasn’t just a fluke on my part. after you use this solution it should twist as normal. i hope this helps someone!!

Re: Broken Products (faulty)

Hi @JoySugiarto Oh no! I'll send you a PM.

Re: Broken Products (faulty)

Hi @othercole I'm sorry to hear about your item! I'll send you a PM.

Re: Broken Products (faulty)

Hi Danee,

 

I have the same problem with a Mario contour stick I bought in March! I only used it a few times since I bought it, and it suddenly stopped working last week. 

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