Gentle & Softening Makeup Removing Oil

Hi Anna! Thanks for writing in! We are always striving to look for ways on how we can improve: we find your comment very helpful and are thankful for it! We sincerely apologize for the less than perfect experience you had with one of our products! May we confirm if you are concerned about the product's expiration date? If yes, allow us to share that most VMV products have a longer shelf life than 2 years (some go as high as 5 years or even longer). Our expiration dates are mostly indicated for retail purposes, so that wholesalers can determine how long they can keep items on display or in stock. Many of our products last much longer. And beyond their "good by" period, they do not necessarily "rot" or "go bad" unless there has been a microbial contamination. Check for separation or a major change in color or texture, or a rancid smell. If your product is too thick and cannot pour out of the bottle, it could be because of its organic virgin coconut oil (VCO). VCO naturally "butters" (solidifies) at temperatures below 77å¡F and goes back to its liquid state in higher temperatures. If your oil has solidified, place the bottle in warm water until it turns liquid again, or scoop out and use as normal (it melts on contact with skin). This may be a bit cumbersome in cold weather but VCO's great properties have convinced many that it is worth the extra steps. All that said, please note that we want to ensure complete satisfaction from our customers. If you are not happy with the product, we do accept returns for refunds. (http://help.vmvhypoallergenics.com/customer/en/portal/topics/630996-returns-faqs/articles). Here are some things that you should know about the return process. Shipping Fees: We will be sending you a pre-paid return shipping label via a separate email that will allow you to return the product for free. That email will also include full instructions on how to go about the product return. Used products cannot be returned: Unfortunately and without exception, we cannot accept any returns on products that are more than 20% consumed (studies show that should a negative reaction occur with proper use and storage, it often manifests within 72 hours and well within the first 15% of a product's use). When items are purchased as a kit, we can only accept returns and exchanges of complete kits, not individual items. All refunds are credited to the original pay method. No cash refunds. Thank you very much for your feedback and we hope to hear from you! Skincerely, VMV HYPOALLERGENICS