Our latest experience with this company has been awful. After sending us a product which had previously been opened and which had severe water damage to the base of the packet, the solution they provided was a 10% refund only. As this item was bought as a gift and not for myself, as a result of them sending this item we had to purchase the item again from boots. In this scenario the company should be offering a full refund and paying for the return of the item not offering a ridiculous 10% refund. We used to be regular customers but will not be shopping from them again based on this experience. If you want a guarantee that your product is new then try one of their competitors.