UK-based beauty chain Opatra London has distanced itself from a Hong Kong distributor accused of using “deceptive sales practices”, even after the local branch said it offered to refund about a quarter of a HK$60,000 (US$7,650) shopping bill on skincare products.

The company said on Monday night that it deeply regretted if any customers had a “distressing experience associated with our brand”, and revealed it had initiated an independent review of the local distributor.

The move came after local distributor Sayles Retail hit back at growing accusations that it engaged in “deceptive sales practices” by allegedly duping a woman into paying more than HK$60,000 for beauty products at a branch in Sha Tin.

The distributor also said it tried to offer a partial refund to a woman.

In a media statement issued by Opatra London late on Monday night, it said it was handling the matter with utmost seriousness, but added that its Hong Kong outlets were independently owned and operated by a local company under a distribution agreement.

“The independent distributor is solely responsible for its own staff, sales practices, pricing, customer contracts, and refunds,” it said.