Misleading Product, Zero Customer Support

I placed an order on 12 February 2026, which arrived on 27 February 2026. Upon first use, I found the product does not perform as advertised — it does not blend with my skin tone, and the texture is heavy and paste-like with no breathability. I also noted that the bottle is only 12ml, which is significantly smaller than what is portrayed in the product images — this is misleading. I emailed support@shopsabrina.co.za immediately upon discovering the issue and have since sent four follow-up emails with no response. I also attempted to reach support via the website chat, again with no reply. Your 30-day money back guarantee means nothing if customers cannot get a response within that window. It is also worth noting that your returns policy requires products to be unopened — yet a money back guarantee implies that a customer has had the opportunity to try the product and is unhappy with it. These two policies are directly contradictory and, in practice, make a legitimate return impossible. I understand that businesses go through busy periods, but five unanswered contacts across two channels over the course of several weeks is not a backlog — it is a failure to serve your customers. Given the misrepresentation of the product and the complete lack of response from your support team, I am formally requesting a refund.