Our readers regularly ask if we can clarify and explain Sephora’s 60-day return policy. Well, we can, and on this subject, we´ve got you covered.
Sephora is a French beauty product and cosmetics retailer that sells leading international brands, as well as its own label products.
So, what exactly is Sephora’s 60-day returns policy? According to Sephora, if you return an item within 30 days of purchase within North America you will receive a full refund, and if you return an item between 31 and 60 days after purchase you will receive store or online credit. Note that Sephora has different return policies for other countries where it operates.
Table of Contents
What is Sephora?
Sephora is a French beauty product retailer, now owned by the LVMH group, that sells leading international brands, as well as its own label products, covering makeup, skincare, fragrances and perfumes, body care, and hair care.
Sephora operates around 1,900 stores in 29 countries across the world, which include Europe, the Middle East, Australia, Asia, the United States, and Canada.
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What is Sephora’s 60-Day Return Policy in North America?
In simple terms, the Sephora return policy applies when you have changed your mind about a product that you purchased, or you are not happy with a gift that you have received and is as follows:
- Within 30 days of purchase – full refund to your original payment method.
- Between 31 and days of purchase – store or online credit for in-store returns and postal returns respectively.
Online purchases can be returned for free but any original shipping costs will not be refunded. The credit received for 31–60-day online purchase returns is only valid online and not in Sephora stores. Likewise, the credit received for 31-60 day in-store returns is only valid in Sephora stores, and not online.
If you want to exchange an online purchase (rather than receive a refund or credit) you can only do this at a Sephora store.
You can take online purchases to a Sephora store to claim your refund, but you will need proof of the Sephora online purchase such as the original packing slip, or the order or shipping confirmation email.
The refund or credit even applies to used products, although this has to be within reason. Sephora’s definition of valid returns for used products is ‘gently used’.
Sephora will act where they believe that their generous return policy is being abused; I’ll explain more about that later.
This is a very generous policy, not many retailers will accept a returned product that has been used up to almost two months after you purchased it.
Return Policy In Other Countries
It seems that Sephora’s generous 60-day return policy does not apply worldwide. Outside of North America, the return period is limited to 30 days.
As an example, I checked the Sephora Australia website for details of the return policy there. There is no mention of 60 days, only 30 days.
These are the key features of the Sephora 30-day return policy in Australia:
- Return items must be in their original purchase condition with the packaging unopened, unused, unmarked, and not defaced in any manner. Products that have been lightly used are not eligible for a refund, but they can be replaced, or you can receive credit.
- Items that were purchased as part of a set, or a multi-item pack, must be returned as a complete set.
- Sephora will bear the shipping return costs for online orders.
Please check the local Sephora return policy applicable in your country of purchase.
Are There Any Exceptions?
There are a few exceptions that are not eligible for Sephora returns and refunds/credits, these include gift cards, certain Sephora Favorites Kits, and some intimate items.
Sephora Return Policy Abuse
In order to keep offering this generous return policy, Sephora closely monitors returns and will act if it believes a return is not genuine or is fraudulent, or if a customer is making excessive returns.
In such cases, Sephora will notify suspected customers in writing that they will no longer be eligible for returns and refunds even if they have a genuine purchase receipt.
Sephora accepts new or ‘gently used’ products for return. When Sephora says ‘gently used’ it doesn’t mean nearly empty or almost fully used! It means that it’s evident you have only tried or tested out a product.
Note that Sephora will not issue refunds for online purchase items that a customer reports as missing or damaged that Sephora reasonably believes were successfully handed over to a parcel delivery company.
How To Return A Sephora Purchase
Online Purchases
Online purchases can be returned by mail or at a Sephora store.
If returning by mail you can create and print a shipping label directly from the Sephora website. You just fill in the details, print the label, package your return item(s) in the original Sephora packaging (if available), apply the label, and post using the specified postal service.
Online returns by mail must be received within 60 days of purchase.
You can also return an online purchase within 60 days of purchase to a Sephora store and receive a refund/credit as long as you have the required proof of the online purchase.
Note that if you bought the return item online using Paypal and you take it back to a store within 30 days, you will receive a Sephora gift card rather than a Paypal refund.
Eligible online returns within 30 days receive a refund, whereas eligible returns between 31 and 60 days receive a credit that can only be used only online.
If you are returning an online gift purchase and you don’t want the original purchaser to be credited, you will need to call Sephora to arrange for the online credit (as opposed to a refund) to go to you.
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In-Store Purchases
In-store purchases can be returned or exchanged if the product is in new or ‘gently used’ condition at a store if you have the original purchase receipt or a gift receipt, or if Sephora can otherwise validate the purchase. Gift returns at a store are only eligible for in-store credit.
Eligible in-store returns within 30 days receive a refund, whereas eligible in-store returns between 31 and 60 days receive a credit that can be used only at a Sephora store.
Klarna Purchases
There are some specific rules you need to be aware of if you made Sephora purchases via Klarna. See the table below:
| Purchase Type | Return Type | Return Period | |
| Within 30 Days | 31 to 60 Days | ||
| Online | To your Klarna account | Online credit | |
| Online | In-store | A credit or debit card of your choice | Store credit |
| In-store | In-store | The Klarna credit card used to make the purchase (stored in Google or Apple Pay) | Store credit |
So, you need to be aware that if you made a Klarna purchase and the refund does not go directly back to your Klarna account you will need to continue to make payments to Klarna in line with your original Klarna agreement.
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Final Words
As long as you follow the guidelines, Sephora’s return process is one of the more generous amongst retailers, and apart from a few exceptions, it’s easy to follow and understand.
You can keep things hassle-free and easier for Sephora staff by keeping your receipts and original packaging until you know you’re happy with your purchase.
If you play by the rules, meet Sephora’s return policy requirements, and don’t abuse the policy, you’ll find that Sephora will be happy to refund you or provide credit with no questions asked!
References
https://www.sephora.com/ca/en/beauty/returns-exchanges
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