Consumer Rights Protection in the Provision of Cosmetic Services

Consumer Rights Protection in the Provision of Cosmetic Services

Consumer Rights Protection in the Provision of Cosmetic Services

The field of cosmetology and the sale of cosmetic products remains one of the most sensitive segments of the consumer market. Cases of poor-quality services or products that do not meet declared characteristics are not uncommon. The legislation of the Republic of Kazakhstan provides clear regulations for consumer rights protection and procedures for refund claims in such situations.

Case Example

In May 2025, a citizen filed a complaint with the Department of Trade and Consumer Protection of East Kazakhstan Region regarding a cosmetology clinic. According to her statement, she had signed a contract for a package of cosmetic procedures worth 970,000 KZT, with payment to be made in installments. Under psychological pressure and without sufficient time to review the contract in detail, she signed the agreement. However, on the same day, she decided to refuse the services.

When she attempted to cancel the contract and request a refund, the clinic withheld a 15% penalty (145,500 KZT), despite the fact that no services had been provided.

The Department provided a legal consultation, explaining the consumer's rights and assisting in drafting a formal claim demanding the return of the withheld amount. Following the submission of the claim, the clinic refunded the full amount.

This case highlights the importance of legal awareness and a responsible approach when selecting services in the field of cosmetology.

The Department of Trade and Consumer Protection of East Kazakhstan Region reminds consumers:

  • Carefully read all terms and conditions before signing any contract;
  • Do not give in to psychological pressure or aggressive marketing tactics;
  • Check the company’s reputation, licenses, and the qualifications of specialists.

If your consumer rights have been violated, you may submit a complaint through the Unified Electronic System "e-Otinish", or contact the Department’s hotline at 8 (7232) 26-72-07.