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Wrongful charge
Sephora

Received a wrongful charge from Sephora? See the steps to dispute the charge and understand your consumer rights.

Updated on

What to do, step by step

  1. Gather invoices and receipts that show the wrongful charge.

  2. Dispute the charge through Sephora official channels and write down the protocol number.

  3. If there is no solution, file a complaint with Procon and on consumidor.gov.br.

  4. Keep all protocols and responses: they show that you tried to resolve the matter.

  5. If the charge continues, you may be entitled to double reimbursement (art. 42 of the CDC (Brazilian Consumer Protection Code)).

Official channels: Sephora

Official website
sephora.com.br
Customer service (SAC)
(11) 3004-7500
App
Sephora
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

What counts as a wrongful charge?

Any amount charged without agreement, in duplicate, above what was agreed, or after service cancellation. The CDC (Brazilian Consumer Protection Code) protects you in these situations.

Am I entitled to receive twice what I paid?

As a rule, yes: art. 42, sole paragraph, of the CDC provides for double reimbursement of amounts paid wrongly, with monetary correction and interest, unless the company made a justifiable mistake.

How long do I have to complain?

The general period to request reimbursement is up to 5 years, but the sooner you act, the easier it is to gather evidence and solve the problem.

Should I pay the bill while disputing it?

Consider this carefully: nonpayment may lead to a negative credit listing. One alternative is to pay and then request reimbursement, keeping all receipts.

What are the official customer service channels of Sephora?

Official channels of Sephora: Official website: sephora.com.br; Customer service (SAC): (11) 3004-7500; App: Sephora. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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