Refund Policy

Last updated: August 6, 2026

We want the path from purchase to return to be clear. This policy explains the 30-day return window, exchanges, prepaid labels, cancellations, and refunds at The Ordinary.

30-Day Return Window

You may return an eligible item for any reason within 30 days after tracking confirms delivery. No reason is required. Include components, accessories, manuals, and original packaging when reasonably available. Reasonable inspection does not by itself prevent a return.

Starting a Return

  1. Email Support@Theordinarsy.shop with the order number and the item to return or exchange.
  2. We will send instructions and a free prepaid return label. Do not pay to send a return unless support has instructed you in writing.
  3. Pack the item securely, attach the label, and hand it to the specified carrier.

Returns are directed to The Ordinary, 679 Chamberlayne Pkwy, Richmond, VA 23220, United States, unless the issued label identifies another authorized processing location. Use our label so the shipment can be tracked and routed correctly.

Free Return Shipping

The Ordinary pays eligible return shipping and provides a prepaid label for both change-of-mind returns and damaged, defective, incorrect, or incomplete orders. We do not charge a restocking fee.

Damaged, Defective, Incorrect, or Missing Items

Contact us promptly with the order number and a description; photographs may help our review. We will arrange an appropriate remedy, which may be replacement, exchange, completion of the shipment, return, or refund, and we pay related return shipping. Item exceptions below do not limit rights for these problems.

Exchanges

Exchanges are available for eligible products within the same 30-day period. Contact us first so we can confirm availability and issue a prepaid label. If the requested replacement is unavailable, we will offer another permitted resolution or refund the returned product to the original payment method.

Ordinary Return Exceptions

Customized or personalized goods, clearance or Final Sale items, gift cards, and opened intimate or hygiene-sensitive goods are not eligible for an ordinary no-reason return. These limits do not reduce remedies for damaged, defective, incorrect, or incomplete items or rights required by law.

Refund Review and Timing

After receiving and inspecting the return, we issue an approved refund to the original payment method and send confirmation. The bank or card issuer usually requires another 5–10 business days to post the credit. We do not control the issuer’s posting time.

If more than 10 business days have passed after our confirmation, check with the issuer and then contact us for assistance.

Order Cancellations

Request cancellation any time before shipment. We will try to stop fulfillment and, if successful, cancel and refund to the original payment method. After dispatch, an order cannot be canceled in transit and must follow the return process after delivery.

Questions

Contact The Ordinary at Support@Theordinarsy.shop or (540) 782-2077. Support hours are Monday to Friday, 9:00 AM–5:00 PM, Central Time (America/Chicago).