Planet nails refuses to do an exchange on a item that is giving clients rashes

Good day.

Two weeks ago I went to planet nails (Lenasia) to buy honey wax for my shop. I've been using it on my clients and so far 6 of my clients reacted to the wax with my first one I thought maybe she just has a sensitive skin but when it went on and on I saw it couldn't be that everyone (regular clients ) be having sensitive skin...

For 3 years that I've been using PLANET NAILS products never did I have a problem with it.

And now the one time I did have a problem with it they are refusing to exchange the item for me without a slip and yet they know the item is purchased from them.

I messaged the owner of the store giving her the story she sent me a message I should take the wax to the store and she will send it for testing I told her I will do so. And she asked me do it have a slip and I told her no.

I than took the product to the store and she demanded the slip n I told her again I do not have it. I than phone PLANET NAILS. Head office and told them the story and they said unfortunately they cannot return the item without the slip.

But to my thinking they don't need my slip to send it to the supplier but they do need the slip they got from the purchase.

The thing I don't understand is the product is only purchased at planet nails and has all the branding of this store on the tin yet they are refusing to exchange the tin that has been giving me Trouble in my shop. I had to refund all my clients because of reactions they have been getting.

Please if someone could give me advice on how to escalate this matter it would be highly appreciated...

Kind regards Raecene