Authenticity disclaimer

What we do warrant

For every product we sell, we warrant that:

• it was purchased by us from a retail or wholesale source we can name — most often in the United States, and the country is stated on each product page — and we retain the purchase documentation for it;
• it reached you in the manufacturer’s own sealed packaging, unopened, undecanted and unrepacked by us;
• its batch code and expiry date were recorded before dispatch, and the code on your invoice matches the unit you received;
• it was within its stated shelf life when it left us, and we do not knowingly ship anything close to expiry without telling you first.

What we do not warrant, and why

Being precise here matters more than sounding confident.

• We are not an authorized distributor. We have no agency, franchise, partnership or distribution agreement with any brand sold on this site, and we do not claim one. We buy at retail and resell, which is lawful, and we say so rather than implying an official relationship we do not have.
• A manufacturer’s warranty may not apply. Some brands honor their guarantee only through their own authorized channels. Where that is the case, our own returns commitment below is what protects you.
• We cannot control storage after delivery. Heat and direct sunlight degrade actives — vitamin C and retinoids especially. Once a product is with you, how it is stored is outside our hands.
• We cannot promise a formulation will suit you. Genuine is not the same as suitable. A product can be entirely authentic and still be wrong for your skin.
• We do not lab-test. Our verification is documentary and physical — source, seal, batch code, packaging — not chemical analysis. We would rather describe it accurately than overstate it.

How to check for yourself

We would rather you verified than trusted us. Every invoice carries the batch code of the unit you received. Compare it with the code printed or etched on the container itself and on the carton — on a genuine product the two match. Many brands operate their own batch-code lookup, and independent batch-code databases exist for most major lines.

Our guide on spotting counterfeit skincare sets out the seven checks we use ourselves, including the ones that catch fakes convincing enough to fool the packaging test.

If a product is not genuine

Tell us. Send a photograph of the product, its packaging and the batch code to complaints@troselle.com.

• We refund you in full, including the delivery charge, within 10 days.
• We do not require you to prove it in a laboratory first.
• We trace the batch back through our own records to the source it came from, and stop buying from that source.
• We tell any other customer who received a unit from the same batch.

Selling counterfeit or adulterated goods is an offense under the Consumer Rights Protection Act 2009. We take that seriously, which is why the whole chain above exists rather than a sentence claiming everything is genuine.

Imports and duty

The products we sell are imported. We are responsible for importing them lawfully and for any duty payable on our own imports; you are not asked to deal with customs and will never receive a demand from us for import charges after purchase. Certain cosmetics are regulated goods in Bangladesh, and where a product requires registration or an import permit we do not sell it until that is in place.

On price

A genuine imported product cannot cost less than its landed cost. Our prices reflect the retail price we paid in the United States, shipping, duty and our margin. If you find the same product locally at a fraction of our price, the arithmetic — not our marketing — is the thing worth trusting.

Trademarks

All brand names, logos and product names are the property of their respective owners. We use them descriptively, to identify the genuine goods we sell. No endorsement, sponsorship or affiliation is claimed or should be inferred.

Related: terms of sale and delivery & returns.