Refund Policy

Last updated: June 15, 2026

Store Service Note

This store version reviews return and refund requests through a practical support process: first confirm the order, then confirm the reported issue, then decide whether a replacement, refund, or other reasonable resolution applies.

The Ordinary accepts refund or return requests only when an item arrives damaged, defective, incorrect, or materially not as described. Requests must be submitted within 30 days of delivery. We do not accept no-reason returns, buyer's remorse returns, change-of-mind returns, or returns caused by selecting the wrong item after checkout.

Eligible Return Reasons

  • The item arrived damaged in transit.
  • The item is defective or cannot be used as intended.
  • The item received is different from the item ordered.
  • The item is materially not as described on the product page.

Non-Returnable Situations

  • Change of mind, no-reason returns, or personal preference after delivery.
  • Opened, used, altered, emptied, contaminated, or damaged items unless the issue is the reported defect.
  • Products returned without prior approval or without the required evidence.
  • Items affected by incorrect shipping information supplied by the customer.

How to Request a Return

Contact us within 30 days of delivery before sending anything back. Include the order number, the email used at checkout, a clear description of the issue, photos or video of the product and packaging, and any carrier damage evidence. We may request additional information before approving a return or refund.

Return Authorization

Items must not be returned until we provide return instructions. Unauthorized returns may be refused, delayed, or returned to sender. If a return is approved, the item should be packed securely and shipped according to our instructions.

Inspection and Refund Decision

After an approved returned item is received, we inspect it to confirm the reported issue. If approved, a refund, replacement, or other reasonable resolution may be issued. If the item does not match the approved reason or appears used, altered, incomplete, or unrelated to the order, the request may be denied.

Refund Timing

Approved refunds are issued to the original payment method when possible. Bank and card issuer processing times vary, so the refund may not appear immediately after we process it. Original shipping charges, return shipping, taxes, or handling costs may be handled according to the specific issue and applicable law.

Exchanges

We do not guarantee direct exchanges. If a replacement is appropriate and available, we may offer one for damaged, defective, incorrect, or not-as-described items. If replacement inventory is unavailable, an approved refund may be issued instead.

Contact for Policy Questions

Questions about this policy or an order can be sent to The Ordinary through the contact details below. Please include your order number when the question relates to a purchase.

Website: [[policy_domain]]
Email: [[policy_email]]
Mailing address: 1840 NE 59th Ave, Portland, Oregon, 97213, United States
Phone: 3607870580