At The Ordinary US Shop, we stand behind the quality and authenticity of every product we sell. Your satisfaction is our priority. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds.
1. Returns & Refunds Eligibility
We are happy to accept returns for a full refund or exchange on items that meet the following conditions:
Timeframe: The return request must be initiated within 30 days of the original purchase date.
Condition: The product must be unused, unopened, and in its original packaging with all seals intact. The product must be in the same condition as when you received it.
Proof of Purchase: A valid order number or receipt is required for all returns and refunds.
Please Note: For health and safety reasons, we cannot accept returns on any opened, used, or damaged skincare, makeup, hair, or body care products. This is a strict policy to ensure the safety and integrity of our products for all customers.
2. Non-Returnable Items
The following items are final sale and cannot be returned or refunded:
Any product that has been opened, used, or tested.
Products damaged due to customer misuse or improper storage.
Gift cards or promotional items.
3. How to Initiate a Return
To start a return, please follow these steps:
Contact Our Team: Email us at [email protected] within 30 days of receiving your order. Please include your order number and the reason for the return.
Receive Instructions: Our customer service team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to us. Returns sent without an RMA number may not be processed.
Ship the Item: Securely package the unused, unopened product in its original packaging and mail it to the return address we provide. We recommend using a trackable shipping service, as you are responsible for the cost and risk of return shipping until we receive the item.
4. Refund Process
Inspection: Once we receive your returned item, our team will inspect it to ensure it meets our return eligibility criteria.
Approval & Processing: Upon approval, we will notify you and initiate your refund. Refunds will be issued to the original method of payment used for the purchase.
Timeline: Please allow 7-10 business days after we receive and approve your return for the refund to be processed and appear in your account. The timing of the refund posting depends on your bank or payment provider.
5. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process to receive a refund, and then place a new order for the desired item on our website.
6. Damaged, Defective, or Incorrect Items
We take great care in packing and shipping your orders. However, if you receive a product that is damaged, defective, or incorrect, please contact us at [email protected] within 7 days of delivery. Please provide your order number and clear photos of the product and its packaging. We will arrange for a replacement or a full refund, including any return shipping costs, as appropriate.
7. Contact Us
For any questions regarding our Refund Policy or to initiate a return, please contact our customer service team:
Email: [email protected]
Thank you for shopping with The Ordinary US Shop. We are committed to ensuring your complete satisfaction with our products and service.
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