The quality of Perlaya sunscreen "rollover"!It's hard to be questioned if the claim is difficult

After using a sunscreen result of Perlaya, the consumer "bad face", is it just a return and refund? There are also consumers who report that Peroya admits that she has problems with her products, but treats consumers' rights protection demands differently. The reporter of "China Consumer Daily" conducted an in -depth investigation.

01.

"Feather Sunscreen" product quality flaws

Perlaya's apology statement leads to question

Recently, a well -known brand Perleya's "Feather Sunscreen" products have been hotly searched due to quality issues, which has caused collective complaints for consumers.

Some netizens report on the social platform that they have purchased several batches of Perlaya's "feather -sensitive sunscreen" products in different texture. The pictures they exposed showed that some batch colors were white and thick. The texture is sparse. Netizens questioned that Perry could change the product formula.

▲ Douyin beauty evaluation blogger@享 享 享 享 享 There are problems such as poor sun protection, large differences in different batches of quality, and unauthorized changes in the content of ingredients.

▲ Beauty bloggers@The content of zinc oxide and titanium dioxide components of the two of them has a significant difference. About 3 times.

With the fermentation of public opinion, Perlaya officially issued an apology statement, saying that "feather sunscreen (Perlaya enjoyed sunny feathers and maintenance essence sunscreen) since the filing, the formula has never changed. The production process is difficult. In the inspection, we found that there are differences in some batches of finished products, which affects the experience of some consumers. Here we apologize. "

This apology statement from Perlaya caused heated discussion among netizens. Many netizens said that the statement did not respond positively to the sunscreen power of the questioned product.

The reporter found that the current "feather sun protection" products have been removed from online sales platforms such as Taobao, Jingdong.

02.

Perlaya returns refund for conditions

Consumers' "bad face" requires that punitive compensation is rejected

It is understood that the "feather -sensitive sunscreen" product focuses on "feather -like lightweight texture, multiple sunscreen and whitening functions", etc., which are all popular on major e -commerce and social platforms. The monthly sales of Cat Polia flagship stores are as high as 90,000+.

▲ "Feather Sunscreen" focuses on light sunscreen and high -power protection selling points. Web image

After the collective complaint incident, Perlaya opened the after -sales channel on various platforms. Many anchors who have brought goods for Perlaya's "feather -sensitive sunscreen" products also clearly stated: "All users who purchase 'feather -sensitive sunscreen' products have been used whether they have used it or not, whether they have used it or not , Regardless of the purchase time, no matter the batch, you can apply for a return refund with the order number. "

"China Consumer Daily" reporter asked that it was not this when Tmall Peroya flagship store customer service. The customer service claims: "Only support the return refund, it cannot be supported after using it, and there is a packaging bottle after use." Can't refund. As for the "part of the batch" that mentioned the difference in Perlaya's statement, the customer service staff avoided it.

A reporter from the China Consumer Daily found that there are still many consumer complaints about Perlaya's "feather -sensitive sunscreen" products that have not been resolved. On the black cat complaint platform, there are 44 complaints about Perrya in the past 30 days, and the number has been completed is 0. Most of the complaints are concentrated on product discomfort, skin allergies, and refund difficulties.

The problems encountered by Ms. Wang Zhejiang Consumers were more difficult to solve. She told reporters:

"In April I spent 139 yuan in Perlaya Tmall's flagship store to buy a 'feather -sensitive sunscreen' product. It took only 4 days to start crazy acne and skin redness and peeling. I am an oily skin, not a sensitive constitution. I have used other cosmetics. Later, I knew that there was a problem with this product. After contacting the customer service, the customer service asked me to return the goods and refund. Is it too irresponsible to return the goods and refund? "

▲ Ms. Wang's face injury.

In response to consumers such as Ms. Wang requested compensation for medical expenses and returned a penalty for three aspects, the reporter communicated with the customer service of Perlaya Tmall flagship store, but the customer service did not answer. The reporter contacted the relevant departments of Perlaya to ask for an interview, but he had not received a reply as of press time.

03.

Lawyer

Reasonable claims for compensation, return, and refund one penalty are reasonable

Attorney Gong Huiqing, a Beijing brave law affairs, told a reporter from the China Consumer News that consumers have the right to know the real information of the product during the use of Perlaya's products, including whether there is a formula change and whether they meet the quality and safety requirements. At present, Perlaya's official response does not give substantial answers to the key information of the product, and its after -sales customer service has been avoided by consumers' inquiries, infringing the consumer's right to know. In addition, if Perlaya's "feather sun protection" products have caused users to have skin problems, they are suspected of infringing consumers' security rights.

In this incident, Peroya only supported the return refund, but refused the practice of consumers to compensate for losses and refund the third request for three requests?

Wang Jiocheng, the director of the Beijing Lodao Law Firm, believes that, first of all, according to the "Consumer Rights Protection Law", the difference in some batches of Perlaya's products is the deserved obligation to refund the consumer. Its legal obligations. Therefore, the merchant does not comply with relevant laws and regulations on the grounds that consumers do not have an outsourcing bottle or have used reasons to refuse the refund. Secondly, according to the "Consumer Rights Protection Law" and "Product Quality Law", if the product is inspected by the product quality inspection agency, the product does have quality defects, and consumers can ask merchants to compensate for medical expenses such as medical expenses.

Finally, consumers require reasonable demands of punitive compensation. Perlaya merchants have not made a clear explanation of the content of zinc oxide and titanium dioxide composition in the "Feather -Senso" product composition of the "Feather Sensorship" products, which causes consumers to buy unknown truth, resulting in the infringement of consumers' personal rights and suspected fraud. In addition to the liability for general losses, the operator shall also bear punitive compensation of the commodity price or service fee of three times. If the product price or service fee is less than 500 yuan, the minimum compensation amount is 500 yuan.

建议消费者，购买产品后，要留存支付凭证及发票，保存好表明皮肤伤害事实存在的证据，如就医诊断书、检验报告等，以及能证明经济损失情况的证据，如医疗发票、交通票据、 Mistake certification, etc. Consumers can complain to the Organization of Consumer Association, market supervision departments, and health departments, or they can also sue the people's court to ask merchants to compensate for compensation.

Correlation

Article 24 of the Consumer Rights Protection Law stipulates that if the goods or services provided by an operator do not meet the quality requirements, consumers can return the goods in accordance with national regulations, parties agreed to return, or require operators to perform their obligations such as replacement and repair.

Article 19 of the Consumer Rights Protection Law stipulates that if the operator finds that the product is defective and has the safety of the human body and property, it shall take recall measures on the product.

Article 49 of the Consumer Rights Protection Law stipulates that if an operator provides goods or services to cause the physical or other victims to be damaged, the medical expenses, nursing expenses, and transportation expenses shall be compensated. Expenses, and revenue due to miscarriage.

Article 45 of the "Product Quality Law" stipulates that the period of litigation of compensation for damages caused by defects caused by product existence is two years, and the parties know or should be calculated when they know or know that their rights and interests are damaged.

Source | China Consumer News

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