Refund policy

Refund & Return Policy

Return Eligibility

Our return guarantee applies to standard-catalog products delivered to a valid United States address through jyjsmk-fy.myshopify.com. The item must be returned in its as-sold state — clean, complete, and free of customer-inflicted damage — for the request to move forward. Gift recipients are also welcome to initiate a return; we simply ask for the original order number to locate the transaction.

Return Window (30 Days)

You are entitled to a 30 day evaluation period once your shipment lands at your door. Within this span you can request that your money be returned or that the item be exchanged for a different size, color, or model. Because the window is fixed, we recommend opening your request the moment you decide, rather than at the last minute.

Condition of Returned Items

The condition standard at The Ordinary is simple: the product should look and function as though it were never used. Retain the tags and seals, avoid removing protective wrapping unless necessary, and repack the item in its original materials before shipping. Returns that do not meet this bar may be sent back to you or credited at a reduced amount.

How to Start a Return

Initiating a return begins with a quick message to our customer care team, available Monday-Friday, at kempsoncorado@gmail.com. Share your order number and the reason for return so we can pre-approve the request and dispatch a shipping label. Do not send the product back on your own before receiving authorization, since we need the reference number to match your parcel to your account.

Refund Method & Timing

Refunds are handled automatically once our team confirms your item meets the return conditions. The credit goes back to your original credit or debit card, and most customers see it within 5-10 business days. Any shipping charges you originally paid, if applicable, are included in the refund, since The Ordinary offers free shipping on all orders.

Non-Returnable Items

We maintain a short exclusion list for returns: personalized or custom items, final-sale clearance products, gift cards, and unsealed hygiene goods. Each of these is either impossible to resell or legally restricted from restocking. If your order contains only standard items, none of these limitations will affect your return.

Damaged, Defective, or Wrong Items

If quality control slipped and you received a defective, damaged, or mismatched product, let us know right away. Our team will review your report, and once confirmed, we will ship a replacement or refund your money in full, including the free return of the affected item. We aim to close these cases within just a few business days.

Exchanges

Prefer a different size, color, or model instead of a refund? The Ordinary offers a simple exchange within the same 30 day window. Contact us with your order number and the replacement you would like, and once we receive your original item in acceptable condition we will ship the new one — with free shipping, as always.

Return Shipping Costs

Return shipping is on us. Once your return is approved, we generate and send a prepaid label so the merchant — not the customer — bears the cost of getting the item back. Combined with the free shipping applied to your original order, this ensures the return process carries no hidden fees.

Domestic Orders Only

Because we sell only to customers in the United States, questions of international returns and customs do not arise under our policy. Orders are priced in USD, shipped domestically, and returned within U.S. borders. If you placed an order intending to forward it abroad, please note that we cannot support returns from outside the country.

Order Cancellations

If you decide you no longer want your purchase, you may cancel it before it ships for a complete refund. Contact our team at kempsoncorado@gmail.com with your order number, and provided the parcel is still in our facility, we will halt the shipment and return your money. Orders already in transit must instead be returned under the standard 30 day terms.

Contact Us

Questions about a return, refund, or exchange? Our customer care team is here to help Monday-Friday, 9:00 AM to 5:00 PM. You can also write to us at 402 4th Ave, Sacramento, California.