Refund policy
At My Ordinary, we want you to be completely satisfied with your purchase. Please read our return and refund policy below.
1. Return Eligibility
You may request a return within 7 days of receiving your order if:
- You received the wrong product.
- The product is damaged or defective upon delivery.
- The product is unused, unopened, and in its original packaging.
2. Non-Returnable Products
For hygiene and safety reasons, opened or used skincare/cosmetic products cannot be returned or exchanged, unless the product arrived damaged or defective.
3. How to Request a Return
To request a return, please contact us through WhatsApp or email within 7 days of receiving your order. Please provide:
- Order number
- Customer name
- Reason for return
- Clear photos/videos of the product, if damaged or incorrect
4. Refund
Once your return is received and inspected, we will notify you about the approval or rejection of your refund.
If approved, the refund will be processed through the original payment method, where applicable. For Cash on Delivery orders, the refund method will be communicated to the customer.
5. Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible. We may request photos or a video to verify the issue.
6. Return Shipping
If the return is due to our mistake, such as sending the wrong or damaged product, we will cover the return shipping cost. For other approved returns, return shipping may be the customer's responsibility.
7. Order Cancellation
Orders can be cancelled before they are dispatched. Once an order has been shipped, cancellation may no longer be possible.
Contact Us
For return, refund, or exchange inquiries, please contact My Ordinary Customer Support through the contact details provided on our website.
My Ordinary reserves the right to update this policy when necessary.