UK vs US Beauty Returns Policy

[EdaYildiz]

I've just come back from a quick work trip in the US, but whilst I was out there I did pop into Sephora and Ulta to stock up on all those brands we don't have in the UK (yet).

I was however curious that when I paid, the Sales Associates both at Sephora and Ulta told me "don't forget, if it's not the right colour, you can bring it back for a refund or exchange" and I had to ask again just to make sure I heard correctly and I did.

How does that work then, does anybody know? In the UK, I know that most places like Boots, Superdrug, John Lewis, Look Fantastic, Culty Beauty basically anywhere where makeup is sold won't accept returns on a used product (gently used) unless you've had an allergic reaction and that's a whole other drama whereas in then USA, this is a part of there returns policy.

Why is this?

how does it work? The company takes the financial hit.
Have you seen video’s of people kicking off in the USA?
In a place where people carry guns, it’s probably safer to automatically give people their money back.
DF lived over there for 20 years. He once got to the car with his shopping and realised his expensive bit of meat wasn’t there so he went back into the store to ask if it was left at the till. They automatically gave him a new one. You wouldn’t get that in Asda!

Seems crazy right? I understand perhaps if it's bought online but in the US it's like they'll take back anything. Must mean the prices we all pay are artificially inflated to cover this cost

Yes, in the US I gather you can even return bottles of perfume you've opened and decide you don't like. I find that quite surprising, there's no way you could do that here.

I'm American/Canadian and this is common. They want you to be happy and keep shopping there. It's not really that surprising. It's such a small slice of their profits anyway.

Some brands you can in the UK - e.g. Liz Earle.

Yes, you keep your receipt (and I keep the packaging) and bring it back. They refund you. It's a hassle free experience.

@CouldOfIsntRight
I know the US has a problem with guns but that comment was just plain silly.

Generating good will and encouraging return business are part of the retail model here. A customer who can bring back the lipstick or foundation that wasn't right is likely to leave the shop with one that suits better and maybe buy something else while they're at it. If you have to stand in line at the checkout anyway you might as well give the cashier something to do when you get to that point.

Repeat business, not return business.

Thank you for all the comments! I really liked my shopping experience to be fair because I did go back to Sephora and exchange a foundation I used (too dark) - I could never do that in the UK!

What happens to the used products? Do they get sold at a discount price or written off and disposed?

I saw a YouTube video years ago from someone who worked at Walmart (or the like) and they filmed what happens with returned beauty products. Basically all gets thrown out, even if unused. People dumpster dive for beauty brands so maybe they still do this?

There's data in the returns - brands use returns to fine tune colour spectrums, discontinue colours, styles, improve sizing, etc. This applies more to items returned online to items returned to a store, but it's possible to see from a nationwide trend of Shade Number 34 being returned that it isn't working out in broad daylight for some reason.

Actually you can if you buy from space NK