The Ordinary Canada Returns: 365 Days, 50% Full Rule and Retailer Purchases

Quick answer

DECIEM’s Canadian return policy says an unwanted product bought through the DECIEM website or a DECIEM retail store may be returned within 365 days of the purchase date if at least 50% of the product remains. Before doing anything irreversible—wearing the item outdoors, discarding packaging or mailing it—check the order-specific instructions.

This guide is based on The Ordinary Canada official policy, checked on 2026-10-13. RefundIndex is an independent informational site and is not The Ordinary Canada. It summarizes the company’s published commercial process; it does not promise that a particular return, refund, exchange or warranty claim will be accepted.

What the Canadian policy actually says

• A boxed set has to be returned as a complete set to qualify for a refund; partial refunds for only part of the set are not offered.
• Gift cards are not refunded or redeemed for cash except where applicable law requires otherwise, and shipping fees and products marked Final Sale are non-refundable under the commercial policy.
• Products bought from an authorized retail partner such as Sephora are governed by that retailer’s return policy. DECIEM says it does not refund or exchange purchases made outside DECIEM.
• DECIEM does not currently offer store credit or exchanges. Online orders can be returned in a DECIEM store or by mail, but DECIEM says it does not provide or cover the return label for a mail return.

The unusually long direct-purchase window should not be read as a universal 365-day policy for every store that sells The Ordinary. Seller of record is decisive. Certain products can also be subject to shipping restrictions, so check the current return-by-mail instructions before posting liquids or restricted items. For comparison, Lush Canada returns and Well.ca returns show how another Canadian seller may use different proof, timing or return-channel rules; those policies should not be copied onto a The Ordinary Canada purchase.

Before you start: identify the purchase channel

The seller of record matters. A product bought directly from The Ordinary Canada can have a different route from the same brand bought at a department store, marketplace, authorized dealer or mobile carrier. Check the merchant name on the receipt or order confirmation first. If the policy sends third-party purchases back to the original retailer, contacting the manufacturer’s online store will not convert the transaction into a direct-store return.

Also separate an ordinary preference return from a damaged, incorrect or defective-product issue. Retailers often use different forms, labels or warranty teams for those problems. Select the reason that accurately describes what happened; that gives support the information needed to route the case and avoids treating a used defective item as if it were simply unwanted.

How to make the return without losing the paper trail

1. Confirm the seller on the receipt. A DECIEM direct purchase and a Sephora or other retail-partner purchase do not use the same policy.
2. Check the product level; the direct DECIEM policy requires at least half of the product to remain for an unwanted-product return.
3. For a store return, bring proof of purchase and the original payment method. For a mail return, include the invoice/order information and use the current warehouse instructions.
4. Keep return tracking and any Customer Happiness case information until the refund is complete.

Keep the order confirmation, receipt, return authorization, label, carrier acceptance scan and refund confirmation until the money or credit is visible. A parcel being handed to a carrier is not the same as the retailer receiving it, and “refund issued” is not always the same day the bank or card issuer posts the credit.

Condition, packaging and proof of purchase

For change-of-mind returns, preserve the product as closely as possible to the condition required by The Ordinary Canada. Do not throw away serial-number labels, accessories, manuals, cables, hygiene seals, tags or product packaging until you are certain you will keep the item. Where the policy requires proof, use the receipt, eReceipt or order confirmation the company identifies rather than assuming a bank statement or loyalty account must be accepted.

Footwear and apparel are safest to fit-test indoors. Electronics should be reset only when the retailer instructs you to do so, and personal data should be removed before a device leaves your possession. Large goods such as furniture or appliances may require arranged pickup rather than self-shipping. The order-specific return approval should control the logistics.

Refunds, exchanges and timing

An approved return does not automatically mean cash, an immediate exchange or a refund of every fee. The Ordinary Canada can distinguish the merchandise price from original shipping, return postage, service charges, restocking fees, gift-card amounts or promotional value. Read the approved return summary before shipping if the expected refund matters to your decision.

If a direct exchange is unavailable, the usual alternative is return-and-reorder. That can create a temporary second charge and the replacement price or stock can change. If the product was bought during a promotion, do not assume the same price will still be available on the replacement order unless the retailer expressly says so.

Practical scenarios

The serum is opened and partly used

For a direct DECIEM purchase, opening the product does not automatically end eligibility: the policy focuses on the 365-day period and having at least 50% left. Other conditions still apply.

You bought The Ordinary at another retailer

Use that retailer’s policy. A receipt from a partner retailer does not turn the purchase into a DECIEM direct return.

You bought a skincare set

Return the full set if seeking a refund under the boxed-set rule. DECIEM says partial refunds are not offered for individual pieces from the set.

These scenarios illustrate the published commercial process. They are not a determination that a specific customer is legally entitled to a refund, exchange, repair or replacement. If the facts of your purchase differ, ask the retailer to confirm the available order-specific option.

Common mistakes that delay a return

Three avoidable problems appear repeatedly: using an old return address instead of the label generated for the current order, mailing a product without the required authorization, and assuming a third-party purchase can be returned to the manufacturer’s web store. Another common mistake is discarding packaging or accessories before checking whether they are part of the eligibility conditions.

For a tracked shipment, photograph or note the tracking number before handing over the parcel. For an in-store return, keep the return receipt. For a pickup, save the pickup confirmation. If the refund later needs investigation, those records are more useful than relying on memory of when the item was sent.

Customer service and official links

Use The Ordinary/DECIEM Contact Us page and select the returns route when you need help with an order, restricted-to-ship product or mail-return tracking. The official page also lists Canadian contact options. The safest starting point is official customer support. When contacting support, have the order number, purchase/delivery date, item name or model, return tracking and a short factual description of the issue.

Do not send payment details, passwords or one-time security codes through an unofficial social account or an address copied from a forum. For expensive electronics or mobile devices, use only the label or destination generated by the retailer’s verified return process.

FAQ

Can I exchange a The Ordinary product?

DECIEM says it does not currently offer exchanges or store credit. The normal direct-purchase path is an eligible return and refund.

Who pays mail return postage?

DECIEM states that it does not provide or cover the cost of return labels for the standard mail return.

Can I return a Sephora purchase to DECIEM?

No. DECIEM directs customers back to the authorized retailer whose policy governed the purchase.

Canada consumer-information note

This article explains a retailer’s or manufacturer’s published commercial policy for Canadian customers. It does not assess an individual dispute or decide whether provincial, territorial or federal consumer rules provide additional rights in a particular case. If a problem goes beyond the voluntary policy—such as a contested defect, contract issue or unresolved complaint—use the appropriate official consumer-protection or regulatory source for authoritative information.

Policies and support channels can change. Before shipping a valuable item or paying a fee, reopen The Ordinary Canada official policy and confirm the rule shown for your exact order.