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MACCosmetics.ca Return Policy

If you are not satisfied with your online purchase, we’re happy to refund your purchase price if the return complies with our return policy.

Products purchased from MAC Cosmetics Online Canada must be returned in new or gently used condition and within 30 days from the date the order is delivered. We accept returns for products purchased from MACcosmetics.ca only, and all returns are inspected upon receipt at our warehouse.

 
  • Returns of items that qualified for a free promotional item(s) must be returned with the free promotional item(s).
  • Returns will be processed within 3 business days of receipt at our warehouse, and you will receive a credit confirmation with your refund amount once your return has been fully processed.
  • For items returned within our returns policy, the purchase price will be refunded to the original form of payment.
  • Refunds issued to a credit card, MAC gift card, Alipay, or for orders placed through Instagram can take up to 7-10 business days to post to your account. If another payment method was used, please reach out to that payment provider or financial institution for more information.
  • Refunds for returns received after 30 days are not guaranteed and will be made at the sole discretion of MAC Cosmetics Online Canada. If issued in these instances, MAC Cosmetics Online Canada has the right to provide the refunded amount in the form of an electronic gift card or a refund check.
  • If the payment was split between a MAC gift card and credit card, debit card, or bank-issued gift card, the credit is applied to the credit card, debit card, or bank issued gift card first. If a balance remains to be credited, it will be applied to the MAC eGift Card.
  • If you ship back any portion of a final sale order, MAC Cosmetics Online Canada is not obligated to ship the items back to you or refund any part of your order.
 

Please also note:

  • MAC Cosmetics Online Canada monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.
  • If items that are ineligible for a return are sent back to MAC Cosmetics Online Canada, those items will not be mailed back to you.
  • Shipping and delivery fees are not refundable.
  • Engraved items and items noted as ‘final sale’ or ‘not returnable’ are not eligible for exchange or return.
  • MAC eGift Cards are issued by ELC Brands Management Inc. and sold by its third-party partner, CashStar, and thus cannot be exchanged or returned to MAC Cosmetics Online Canada. All MAC eGift Card purchases are subject to CashStar’s return policies.
  • If you would like to return or exchange an item you received as a gift, please chat with us. eGift cards, gift cards, promotional items, final sale items, or products purchased somewhere other than MACcosmetics.ca are not eligible for return online.
 

Return Instructions

If you wish to return an item(s) from your online order by mail, follow the steps below. Return shipping and handling charges are not refundable. Please CONTACT US to process your gift return. To protect from package loss and to ensure prompt delivery, we recommend shipping your return package via insured FedEx or Canada Post Ground. Please retain receipts and tracking information for your records. Your return will be processed promptly upon its arrival.

1. Pack it: Send your eligible return to the address noted below in the original shipping carton. If you no longer have the original shipping carton, please include a note with your order number, or you can include a copy of your order or shipping confirmation email Please pack the contents carefully to avoid damage and retain a copy of the invoice for your records.

2. SHIP IT: All returns should be addressed to:

M·A·C Cosmetics
Canada Customer Returns
550 Petrolia Road Toronto, Ontario M3J 2W3

 

In-Store Returns

If you wish to return an item(s) from your online order in-store, follow the steps below. You can return items (excluding items purchased using a MAC Pro Membership) to any free-standing M·A·C Store in Canada (excluding department stores and airport locations). Please note: We currently cannot accept gift returns at M·A·C Stores. Please call us at 1-800-387-6707 to process your gift return. After you select English or French from the main menu, press option 3. Free items are not eligible for returns or exchanges. Discounted items are eligible for exchange only. To protect from package loss and to ensure prompt delivery, we recommend shipping your return package via insured FedEx or Canada Post Ground. Please retain receipts and tracking information for your records. Return shipping & handling charges are not refundable. Your return will be processed promptly upon its arrival.

1. FIND A STORE: Use our store locator to find a store near you

2. BRING IT IN: Please bring your packing slip in addition to the item(s) you are returning.

Return / Exchange FAQs

When I exchange an item, there are two transactions on my credit card. Can you explain?
When an exchange is requested, it is completed in two steps:
1) A credit is issued for the item(s) returned.
2) A new order is processed for the item(s) requested in exchange.
Two transactions will be posted to your account; a credit for the returned item(s) and one charge for the item(s) requested in exchange. Please note that billing for the exchange item is subject to payment authorization and once authorized, it will post immediately to your account. While both the credit transaction and the billing transaction for the exchange occur simultaneously, it may take longer for the credit to post to your account depending upon the bank’s processing times for credits.

Exchange Instructions

If you would like to exchange a product(s), simply return the eligible unwanted product(s). A refund will be processed within 3 business days of receipt. You may place a new order for the product(s) you wish to purchase at any time.

DAMAGED ITEMS

If you believe damage has occurred to item(s) in your shipment, please retain the box, all packing materials, and item(s) and Contact Us immediately for assistance. You will be required to share photos of the damaged items in order to qualify for a refund or replacement. A refund or replacement will be issued at the sole discretion of MAC Cosmetics Online Canada. If you are unable to retain the contents due to extenuating circumstances, please take a photo of the damaged item(s), and then safely discard of the damaged contents.

In order for us to process a claim of lost, missing, wrong, and/or damaged items and/or packages, you must alert us within 30 days of delivery of your order. MAC Cosmetics Online Canada reserves the right to deny claims received after 30 days.
Note: MAC Cosmetics Online Canada monitors claims of lost, missing, wrong and damaged items for abuse. Lost, missing, wrong and damaged items must be reported immediately upon delivery of your order, and any damaged, wrong, missing items must be retained (including the box it arrived in). MAC Cosmetics Online Canada reserves the right to limit or deny the reshipment or credit of an order/item in all instances.