Long-time customer. my cream blush (shade “Naughty”, lot 2142) was sold to me in May 2024 but, per Tata Harper support, was manufactured in Aug 2022—leaving under three months before the brand’s stated best-before point. the pot had no visible expiry date. i opened it around Christmas and stored it in a cool, dry drawer; within months it developed white mould. customer service first said it was past expiry, then cited a 6–12 month “freshness window” after opening, yet still declined a replacement. this felt inconsistent and below expectations for a premium brand.What happened (timeline):May 2024: purchased cream blush “Naughty”.Aug 2022: brand later told me this was the manufacture date (lot 2142).Dec 2024: opened and used occasionally; stored in a closed drawer at ~≤18°C.Aug 2025: white mould visible; stopped use and contacted support with photos and storage details.What the brand told me (in writing):the product was “now past its expiration date”.unopened products are “safe to use for 24+ months”.once opened, there’s a 6–12 month “freshness window”.they declined refund/replacement due to timing and policy.Why this is a problem (point by point):Near-expiry stock without clear warningselling an item with <3 months left (by the brand’s own 24-month guidance) gives customers little realistic time to open and use it—especially for colour cosmetics used intermittently. that’s poor stock rotation and poor expectation-setting.No visible expiry/best-before on the potwithout a clear date on the primary packaging, customers can’t make an informed decision about when to open or whether to prioritise using it sooner. relying on hidden batch codes shifts the burden to the buyer.Inconsistent messagingsupport first framed the issue as “past expiry”, then invoked a 6–12 month post-opening freshness window. i opened the product ~8 months before raising the issue—within the window they referenced—yet the remedy was still refused. that feels contradictory and erodes trust.Quality/hygiene concern (visible mould)microbial growth is a clear quality failure from a user’s perspective, especially with careful, cool storage. a basic goodwill replacement would be reasonable for a premium-priced item, regardless of strict policy cut-offs.Customer loyalty not consideredi’ve spent substantially with the brand across multiple retailers. a low-cost replacement would have preserved goodwill; the refusal pushes loyal customers away.Outcome: no remedy offered. i’ve moved to other brands.What I expected instead:transparent shelf-life information on the packaging;better stock rotation (or a warning when an item is close to its best-before);consistent guidance;at minimum, a goodwill replacement where mould is present.Advice to other buyers: ask the retailer to confirm manufacture and best-before dates before purchase, or decode the batch to check age. prioritise opening older items first.Order details for context:shade “Naughty”; lot 2142; purchased May 2024; brand-confirmed manufacture Aug 2022; opened Dec 2024; stored cool and dry; mould observed Aug 2025; photos supplied to support.
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