How many returns/exchanges until you are banned?

[iszzieanna]

Okay so in the past year I’ve return one mask from origins to sephora and I’ve exchanged the naked3 for naked heat. Then I realized I didn’t like the naked heat so I exchanged that for ABH soft glam. This was over the course of one year. So will I be banned from returns? Do exchanges count as returns?

[cianni]

@iszzieanna hey girl! The ban is for people who meet a threshold ratio of dollars spent versus dolllars returned. I’m not sure about exchanges but I think if you spend $40 and exchange it for something that is $35, then the “return” value comes out to $5. In either case, I wouldn’t worry. The system was put in place for people who are abusing the return policy. It seems that you’re just using the exchange and return policy as intended, which is to ensure that you get products that you love and will use. If you have more questions, the third party that handles the returns ban is called The Retail Equation, but based on what you described you’re definitely not at risk for being banned currently!

[GG84]

@cianni Where did you get that info? I spoke to a friend who is a store director today and this topic came up. She told me exchanges are the same as returns - you can abuse the policy the same way. You can buy a palette and exchange it 3 times and keep the 4th - the prior 3 cant be sold. They are losses to Sephora. 

[cianni]

@GG84 @ellen8186 I called Sephora customer service in the summer to ask about it and that was the info that the person on the phone gave me! 

[ellen8186]

Hey! Where did you get the information about the ratio? Is it really the ratio that they use to evaluate? I was afraid that they solely look at the number or value of returns. Also I heard that for an exchange, the system records it as a return + a purchase (which would matter less if they really consider the ratio of returned products versus product kept).