Sephora allows for returns and exchanges if you've changed your mind about a product, provided the product is:
- Still in its original purchase condition, with packaging unopened, unused, unmarked and not defaced in any manner; and
- Returned / exchanged as a whole set, if the product was purchased as part of a set or a multi-item pack
All returns and exchanges due to change of mind are subject to a 30-day return and exchange window upon receipt of order.
Please note that this return policy does not apply to items that have been stated as non-exchangeable or non-returnable.
| ONLINE & IN-APP PURCHASE | |||
| Returns Reason | Return Location | Refund | Credit |
| My Item arrived Damaged/Faulty | Online or In-store | YES | YES |
| *I’ve sampled the product and have changed my mind | Online or In-store | NO | NO |
| My product is unopened and unused but I’ve changed my mind | Online or In-store | YES | YES |
| I have received the wrong item | Online only | YES | YES |
| One of the items I ordered was missing | Online only | YES | YES |
| **I would like to return my item but I do not have any proof of purchase | Online or In-store | NO | NO |
| IN-STORE PURCHASE | |||
| Returns Reason | Return Location | Refund | Credit |
| My Item is Damaged/Faulty | In-store | YES | YES |
| *I’ve sampled the product and have changed my mind | In-store | NO | NO |
| My product is unopened and unused but I’ve changed my mind | In-store | YES | YES |
| I have purchased the wrong item | In-store | YES | YES |
| One of the items I purchased is missing | In-store | YES | YES |
| **I would like to return my item but I do not have any proof of purchase | In-store | NO | NO |
*Please note that as of 6th May 2024, the Sephora New Zealand returns policy was updated.
**Proof of purchase = original receipt, bank statement, order history via Beauty Pass account on App
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