"I agree that customer service is paramount, and I would make sure to familiarize myself with all appropriate employee policies regarding how to handle tricky situations like this. Particularly for a high-touch brand like Estee Lauder, the customer relationship may be more valuable than the product in question. If a customer had used a significant amount of the product before returning, I would always rely on company policy and training and, if unsure, I would call a manager for assistance."

"The Estee Lauder experience is designed to delight and pamper customers in all circumstances. In this situation, I would review company policy and accept the return if at all possible in order to protect a valuable customer relationship and help the customer find a different product that met her needs. I would also make every effort to check with a manager for confirmation."