Hi Iryna,
I'm so sorry to hear that this situation has happened again for you. That’s certainly not the experience we want any of our customers to have, and we completely understand how frustrating and disappointing this must feel.
Please know that we order our products directly from our trusted Canadian supplier at least every two weeks, so they are always as fresh and new as we receive them. However, we also recognize that your experience is less than ideal—and we agree it’s unacceptable.
We want you to know that this is the only time we've received any complaints about this particular product, the iS Clinical Cleansing Complex (travel size), which makes your feedback especially important to us. We'd really appreciate your help in understanding what may have gone wrong.
Could you please send us a few clear photos of the product, including the lot or batch number and the expiry date? We’ll be sharing this information with the manufacturer right away to investigate further.
As a valued customer, we’d also love to offer you a replacement of the same product—the travel size Cleansing Complex by iS Clinical—as a gesture of care and appreciation for your patience. Our care team will be reaching out to you directly to coordinate the replacement and ensure everything is taken care of.
Thank you again for bringing this to our attention, Iryna. We truly value your feedback and the opportunity to make things right.
Warmly,
The Care Team