This article addresses the frequently asked questions of our Product Replacement Program.
If my customer is dissatisfied and the product she wants to return is old, can it be replaced?
Yes, all Mary Kay® products are backed by the Mary Kay Satisfaction Guarantee and are eligible to be
returned for a full refund or exchange within 12 months of purchase. A product replacement should be
submitted within 30 days of a customer's product return to you and within 12 months of purchase.
Can I accept a product return from a customer and request replacement if the product was sold to her by another Independent Beauty Consultant?
If a customer contacts you and requests an exchange or refund for a product she purchased from another
Independent Beauty Consultant you have two options: (1) You may refer her to the Customer Satisfaction
Department at 1‑800‑MARYKAY and a representative of that department will advise the customer how to obtain
an exchange or a refund. (2) You may accept the product, issue a refund or exchange product for the
customer, and use the Product Replacement Program to secure replacement product as reimbursement for the
exchange for refund. A refund or exchange is eligible up to 12 months after the original purchase.
I like to accumulate returned products so I can place one large order for different items. May I place multiple customers on one replacement order?
The Product Replacement request has been designed to allow for multiple customer returns per order.
Remember to submit your Product Replacement Request within 30 calendar days of a customer's product return
to you. A refund or exchange is eligible up to 12 months after the original purchase.
What if the total of the products that I select comes to more than my returns?
The Combined Total Suggested Retail of Returned Items must equal the Combined Total Suggested Retail of
Replacement Products. If the retail value of the replacement products exceeds the retail value of the
returned items by more than $2.00, you will be unable to submit your online PRP order.
I returned Section 1 items and requested Section 2 items in exchange. Why did they send me Section 1 items and not the Section 2 items that I requested?
The Product Replacement Program supports the Mary Kay® Satisfaction Guarantee. The purpose of this Program
is to replace products after you have honored the Mary Kay® Satisfaction Guarantee by either exchanging
product or refunding money within one year of the purchase. Since Section 2 items are not for sale, they
are not eligible for replacement through this program.
I have been instructed to return my product for a quality assurance inspection. May I empty my products before I mail them back to save on postage?
No, the packaging and contents of the product are required to perform a complete quality inspection.
Please keep returned product "as‑is" in the way it was returned to you by your customer.
I received a damaged product in my inventory order. Can I return it through the Product Replacement Program?
No, damaged products that are received in your inventory order should be reported to your Customer Success
Department at 1‑800‑272‑9333. The purpose of the Product Replacement Program is to replace products only
after you have sold the product to your customer and honored the Mary Kay® Satisfaction Guarantee.
Can I receive a refund in place of products?
No, you may receive dollar‑for‑dollar suggested retail value replacement product only.
I sent in my Product Replacement Request form during a specific promotional postmark period. Why were the specials (discounts, free bonus, etc.) not honored?
Product replacement orders are complimentary replacements based on a dollar‑for‑dollar suggested retail
value. These replacement orders do not represent a wholesale purchase. Therefore, they do not qualify for
any specials during promotion periods.
I have Section 2 items that I would like to return. Can I do that through this program?
Section 2 items may not be returned through the Product Replacement Program. If you receive Section 2 items
in your inventory order from the Company that were damaged in shipping, or if you receive the wrong item,
you should contact your Customer Success department at 1‑800‑272‑9333.
What is the Day Code, and where can it be found?
The Day Code is an alpha‑numeric code that gives specific information about the manufacture of the product
and allows for the proper identification and tracking. This code is located on the bottom of a container,
the barrel of a pencil or the crimp of a tube.
When do you want me to mail the product back?
We ask that you keep the returned items in "as‑is" condition for a minimum of 30 calendar days from the
date you submit the Product Replacement request to the Company. On occasion, we may ask you to return
certain products for quality assurance inspections. If you do not hear from us during the 30‑day holding
period, you may properly dispose of the returned products in accordance with applicable laws and
regulations.
Why is it important that I contact the company to report health‑related problems?
Detailed information about customers' health‑related concerns helps drive Mary Kay's continuous product
improvement process to ensure that every Mary Kay product meets the highest standards of safety, quality
and performance.
What is the proper disposal of my returned products?
You should properly dispose of the items in accordance with applicable laws and regulations for your
location. Contact your city, county, or state offices for disposal regulations in your area.
Do I still need a customer signature on the sales ticket?
Absolutely. The sales ticket is a vital part of your business – it is your record of the sale. Notice the
sales ticket states the required FTC "cooling off" language and the important Mary Kay® Satisfaction
Guarantee. We recommend that you continue to have your customers sign this record and maintain it in your
files.
I may not request a product replacement right away so what if you call my customer and she doesn’t remember the problem or that I replaced her product?
The terms of the Product Replacement Program require that customer's name and phone number be included on
replacement requests so that the Company may follow up on Customer concerns to better meet their needs in
the future. Requests for replacement should be made within 30 calendar days of a customer's product return
to you. By requesting replacement within this 30‑day period, you can ensure the customer remembers all
pertinent information regarding the return.
Do I have to order similar replacement product?
No, you may select the products of your choice; however, the Combined Total Suggested Retail of Returned
Items must equal the Combined Total Suggested Retail of Replacement Products.