Return not accepted??!

[christina0617]

I’ve been a loyal Sephora Rouge member for 10 years, and I’m very upset with the recent experience I’ve had regarding a return for the Paula’s Choice Vitamin C serum. I found out my husband gifted me a similar product for Christmas, and I decided to return it because I don't need two serums.

I followed the standard return process, sending the item back unused and in its original packaging. However, I received an email stating that the return couldn’t be processed because the product had been “gently used” or didn’t comply with Sephora’s return policy. This was confusing, as I never opened or used the serum.

Ten days later, I called the Rouge line and spoke with a representative who informed me that the product was tested upon arrival and found to contain a "carbonated solution." This claim is extremely confusing, as I did not open or use the product at all. I’m now being told I’m banned from returning items by mail, which is even more troubling, considering my long-standing loyalty to Sephora.

At this point, I feel I have no choice but to dispute the charge through my Sephora Credit Card, as I’m being charged for an item I no longer have and did not use.

Has anyone else encountered a similar issue with Sephora’s return policy? Any advice or insight on how to resolve this would be appreciated.

[LaurieBT]

@christina0617, I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!