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KEEP COOL Soothe Bamboo Sun Essence Statement

KEEP COOL Soothe Bamboo Sun Essence Statement 

last update: 11/02/21

On Wednesday, Keep Cool released a statement that stated the following:

“Before the product was launched, we have confirmed with the manufacturer that the SPF index was reviewed by the Korean Ministry of Food and Drug Safety (MFDS) based on clinical trial results. However, upon the controversy on social media last December over the SPF index, we identified that the manufacturers clinical trials or other manufacturing factors may cause differing SPF results from the SPF stated and marketed.

 To address the issue, we have immediately requested a separate institution independent from the manufacturer to conduct clinical trials. Today, we can confirm SPF index stated on the product falls short of the product indicated on the product.” 

 The full statement can be found on their Instagram page.

 

WHERE WE STAND

When curating a product, including sunscreen; quality, efficacy and inclusivity remain at the forefront of the process so we are equally as saddened to see this situation has occurred. However, we understand that when formulating a sunscreen there are many factors that come into the equation that are beyond our control.

We understand this may have disheartened various customers and fans of the Sun Essence. However, we would like to highlight that this is an isolated situation and does not mirror the efficacy of other Keep Cool products or Korean beauty as a whole.

 

I have opened the item, can I get a refund?

Keep Cool have also stated that they are offering a $25 voucher to all our customers who have purchased the KEEP COOL Soothe Bamboo Sun Essence to be redeemed on their website https://en.keepcool.co.kr/board/faq/3/ 

How to claim the $25 voucher via Keep Cool Website*:

  1. Sign up for a membership on https://en.keepcool.co.kr/ (Please ensure you sign up using the same details made when making your purchase on our website)
  2. Provide proof of purchase (Receipt sent from us to your email)
  3. Claim the $25 voucher per confirmed purchase quantity
  4. You can purchase your item at Keep Cools website**

*Customers can only request for refunded store credit at either Keep Cool's official website (https://en.keepcool.co.kr/or at Skin Library. Customers are not eligible to apply for both. 

**Skin Library will not be held responsible for any customs, taxes charged and delivery issues on purchases made through https://en.keepcool.co.kr/ 

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Any customer who has purchased the Keep Cool Sun Essence from our website (www.skinlibrary.co.uk) can request a refund in the form of store credit. Please note that the store credit will be granted at the value the product(s) were purchased for (this relates to the value after discounts or promotions were applied excluding postage fees). 

How to claim store credit on Skin Library:

To be eligible for a refund in the form of store credit*, please apply via the form below. Your claim has to have been submitted by 10th February 2021 23:59GMT.

Claims made after this date will not be processed. All store credit will be processed and sent by 28th February 2021.  

KEEP COOL CREDIT FORM (CLOSED)

*store credit is granted at the value the product(s) were purchased for (this relates to the value after discounts or promotions were applied excluding postage fees) and will be valid on Keep Cool products only.

I have not opened the item, can I get a refund?

If you have purchased the KEEP COOL Soothe Bamboo Sun Essence(s) within the last 30 days (21/12/20 - 20/01/21) you may be eligible for a refund via our returns policy. You can return any unopened, unused Keep Cool Sun Essence(s) given that they have not been tampered with and are in their original packaging.

Please read our Returns Policy and email us at: hello@skinlibrary.co.uk with your name and order number. 

I really loved the sunscreen, when will I be able to purchase it again?

As soon as we get updates regarding the reformulation of the product and new launch details we will share with you all. Please subscribe to our newsletters and keep an eye out on our social media pages (FacebookInstagramTwitter). 

 

We believe in transparency here at Skin Library and we understand the inconvenience and frustration that this may have caused. We would like to thank you for your continued patience and understanding on this matter.

 Please note that we are a small team but endeavour to answer your queries and process refunds as soon as possible. We thank you for your continued patience on the matter. 

Warmest Regards,

Abiola and the Skin Library Team

 

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