Refund Policy
The Ordinary organizes its rules on returns, exchanges, and refunds in the following sections.
Our approach at The Ordinary to refund timing
This refund timing section covers orders and visits through theardinary.shop for The Ordinary. After the returned item reaches us and is inspected, we will notify you whether the refund is approved. Every approved refund is processed to the original payment method within 10 business days.
What The Ordinary customers should know about starting a request
For purchases made through theardinary.shop, The Ordinary applies the following guidance on starting a request. When requesting a return or exchange, contact us at Support@Theardinary.shop before sending the item. Once the request is approved, The Ordinary will provide a prepaid return shipping label or an equivalent free return arrangement. The store pays the return shipping cost for approved no-reason returns and exchanges. Items sent without prior authorization may not be accepted.
What The Ordinary customers should know about order problems
This order problems section covers orders and visits through theardinary.shop for The Ordinary. When an item is delivered damaged, defective, incomplete, or different from what was ordered, contact us promptly so we can provide a free replacement, exchange, or refund as appropriate.
The Ordinary: condition of returns
Customers using theardinary.shop can rely on the following The Ordinary guidance about condition of returns. Return the item securely with its included components and original packaging when reasonably possible. Customers may inspect an item as they would in a physical store, but they remain responsible for damage caused by handling beyond what is reasonably necessary to inspect it. No restocking fee is charged.
How The Ordinary handles support
For purchases made through theardinary.shop, The Ordinary applies the following guidance on support. For return or exchange assistance, contact Support@Theardinary.shop or 6512734701.
Our approach at The Ordinary to eligibility
This eligibility section covers orders and visits through theardinary.shop for The Ordinary. Customers receive a 30-day no-reason return and exchange policy. You may request a return or exchange within 30 days after the item is delivered without having to provide a reason.
How The Ordinary handles exceptions
The following exceptions guidance applies to the The Ordinary storefront at theardinary.shop. Customized products, clearance or Final Sale items, gift cards, and opened intimate or hygiene-sensitive goods are not accepted for non-quality returns. These exclusions do not limit remedies for damaged, defective, incorrect, incomplete, or otherwise non-conforming deliveries, and they do not limit any non-waivable consumer rights.
Merchant Information
Business name: The Ordinary
Brand name: The Ordinary
Email: Support@Theardinary.shop
Phone: 6512734701
Physical address: 5 Bailey Ave, Montpelier, Vermont, 05602, United States