As a beauty enthusiast and a savvy consumer, you know that buying cosmetics and skincare products can be a thrilling but sometimes risky experience. Will that boldly pigmented lipstick complement your skin tone? Will the luxurious new moisturizer live up to its claims and justify its price tag? With an endless array of products to choose from and exciting new releases happening all the time, even the most discerning shopper can occasionally end up with an item that doesn‘t quite meet their expectations.
That‘s where Sephora‘s return policy comes in. As the leading prestige beauty retailer, Sephora offers a generous return policy to help ensure customer satisfaction and make the buying process less stressful. But what happens if you wait more than 60 days to make a return? Here‘s everything you need to know to navigate Sephora‘s policy like a pro.
Sephora‘s Standard Return Policy: The 30 and 60 Day Rules
First, let‘s review Sephora‘s standard return policy. If you‘re not completely satisfied with a purchase, you can return it for a full refund within 30 days, as long as you have the receipt and the item is in new or gently used condition. After 30 days but before 60 days, you can still return the item, but you will only receive store credit, not a refund to your original form of payment.
So what happens after that 60 day mark? The official policy is that Sephora does not accept returns after 60 days under any circumstances, even for store credit. However, as a consumer, it‘s important to understand the nuances and exceptions that may apply.
Returning Items After 60 Days: Tips, Tricks, and Special Cases
While Sephora‘s stated policy is not to allow returns after 60 days, there are some situations where you may be able to get an exception, especially if you‘re a loyal customer or there are extenuating circumstances. Based on our research and insights from retail experts, here are some tips for successfully returning an item after 60 days:
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Make sure the item is unused and in its original packaging. Sephora is much more likely to accept a late return if the product is in resellable condition.
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Have your original receipt or proof of purchase ready. This helps the store verify when you bought the item and that it was from Sephora.
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If there was a quality issue with the product, such as an allergic reaction or a manufacturing defect, document this and bring it to the store‘s attention. Sephora may be more willing to bend the rules if there‘s a legitimate problem with the product.
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Be polite and honest with the store staff about your situation. Explain why you waited to return the item and be open to solutions like an exchange or store credit. Getting argumentative or demanding a refund is unlikely to help your case.
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If you‘re a frequent Sephora shopper, especially a VIB or Rouge member, mention this. The store may be more likely to make an exception to keep a loyal customer happy.
It‘s important to note that even if you do manage to return an item after 60 days, you will almost certainly only receive store credit, not a refund. Some stores may only allow an even exchange rather than a credit. Ultimately, it‘s at the discretion of the individual store and manager, so results may vary.
The Consumer Psychology Behind Returns
So why do people return products anyway? It turns out there are a variety of psychological factors that drive consumer return behavior. A 2021 survey by Narvar found the top reasons for returns were:
- Item not as described (25%)
- Bought multiple sizes/colors with intent to return some (22%)
- Not satisfied with quality (20%)
- Arrived too late (10%)
Interestingly, the survey also found that 52% of consumers have returned an item in the past year, and 30% say they make a purchase with the intention of returning at least some of the items. This "bracketing" behavior, where shoppers buy multiple sizes or colors knowing they‘ll return some, is especially common for online purchases.
For beauty products specifically, consumer research shows that the most common reasons for returns are:
- Mismatched color/shade (e.g., foundation that doesn‘t match skin tone)
- Texture or formula issues (e.g., a moisturizer that feels greasy)
- Skin reactions or sensitivity
- Disappointment with results (e.g., a hyped product that doesn‘t perform as expected)
Psychologically, returns can happen because of the "endowment effect," where we value something more once we own it. With beauty products, there‘s also an element of fantasy versus reality. That shimmery highlighter looks amazing on the model, but once we get it home, it may not live up to our imagination.
The Business Side of Return Policies
For retailers like Sephora, finding the right balance with return policies is crucial. On one hand, a generous policy helps drive sales by giving customers peace of mind and encouraging them to try new products. On the other hand, excessive returns can hurt the bottom line.
Consider these statistics:
- The National Retail Federation estimates that returns cost retailers over $400 billion per year in the US
- Beauty products have some of the highest return rates, with some estimates as high as 20-30%
- Processing a return can cost a retailer 2-3 times as much as the original purchase
Retailers also have to worry about issues like return fraud, where people abuse policies by returning worn or used items, or even stealing and then "returning" products for cash. The National Retail Federation found that for every $100 in returned merchandise, retailers lose $5.90 to return fraud.
This is why most retailers, Sephora included, put time limits and other restrictions on returns. A 30-60 day window allows customers a fair chance to decide if they like a product, without leaving the door open for endless returns that strain store inventory and resources.
Innovations and Future Trends in Return Policies
As ecommerce continues to grow and consumer expectations evolve, retailers will need to stay agile with their return policies. Some emerging trends and innovations to watch include:
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"Try before you buy" programs: Some retailers are experimenting with letting customers order items to try on at home before committing to a purchase. This can reduce returns while still giving shoppers flexibility.
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Return "appointments": To streamline the return process, some stores are testing scheduled return appointments to ensure the right staff and resources are available.
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Returnless refunds: In some cases, retailers may simply refund a customer‘s money and let them keep the product if it‘s not cost-effective to process a return. Amazon has started doing this for some low-cost items.
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Sustainability initiatives: With growing concerns about waste and the environmental impact of returns (5 billion pounds of returned goods end up in landfills each year), some retailers are looking for greener solutions like donating returned items.
For beauty retailers like Sephora, there may also be opportunities to leverage technology like AI and AR to help customers find the right products and shades from the start, reducing the need for returns. Virtual try-on tools and personalized recommendations could help take some of the guesswork out of buying makeup and skincare products.
The Bottom Line for Consumers and Retailers
Navigating return policies as a consumer can be tricky, but understanding the rationale behind them and being a strategic shopper can help. By keeping receipts, testing products early, and being open to options like exchanges or store credit, you can make the most of even strict return windows. And if you do need to make a return after the deadline, it never hurts to ask nicely and explain your situation honestly.
For retailers, returns are a necessary part of doing business, but finding ways to minimize them without sacrificing customer satisfaction is an ongoing challenge. Regularly reviewing and adjusting policies based on data and feedback, exploring new technologies and processes, and prioritizing clear communication with shoppers can help strike the right balance.
Ultimately, the goal for everyone – retailers and consumers alike – is a system that allows for some flexibility and protection without undue burden on either side. In an ideal world, we‘d always pick the perfect product on the first try. Until then, a fair and transparent return policy is the next best thing.
