Refund & Return Policy

Refund & Return Policy

At TheOrdinaryPK.pk, customer satisfaction is important to us. We take great care in sourcing, storing, and shipping authentic skincare products. Due to the hygienic nature of skincare items, our return and refund policy is designed to protect both our customers and product integrity.

Return Eligibility

A return request may be approved only if all of the following conditions are met:

  • The item is unused, unopened, and in its original sealed packaging.

  • The return request is submitted within 48 hours of receiving the order.

  • The item was delivered damaged, defective, expired, or different from the product ordered.

  • Proof of the issue is provided through clear photographs or an unboxing video.

For health and safety reasons, opened, used, or tampered products cannot be returned or exchanged.

Non-Returnable Products

We do not accept returns or offer refunds in the following situations:

  • Products that have been opened, used, or have a broken seal.

  • Change of mind after purchase.

  • Personal preference regarding texture, fragrance, or product performance.

  • Allergic reactions, skin sensitivity, or compatibility concerns.

  • Minor packaging variations due to manufacturer updates.

  • Products purchased during promotional campaigns, clearance sales, or special offers unless received damaged or incorrectly.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, leaking, defective, or contains an incorrect product:

  1. Contact our support team within 24 hours of delivery.

  2. Share clear photos and/or an unboxing video showing the issue.

  3. Retain the original packaging and product until the claim is reviewed.

After verification, we may offer:

  • A replacement product, subject to availability.

  • Store credit.

  • A full or partial refund, depending on the circumstances.

Refund Process

Once a return request is approved and the item has been inspected:

  • Refunds will be issued through the original payment method whenever possible.

  • Cash on Delivery (COD) refunds will be processed through bank transfer or approved digital payment methods.

  • Refund processing may take 7–10 business days after approval.

Shipping Charges

  • If the error occurred on our side, including incorrect or damaged products, return shipping costs will be covered by us.

  • Shipping charges paid by the customer are generally non-refundable.

  • For approved returns not caused by our error, return shipping expenses may be the customer's responsibility.

Product Authenticity

We are committed to supplying authentic imported skincare products.

All products sold through TheOrdinaryPK.pk are sourced through trusted supply channels and undergo quality checks before dispatch. We do not sell counterfeit, diluted, refilled, or tampered products.

Any authenticity claim must be supported by verifiable evidence and will be reviewed on a case-by-case basis.

Right to Refuse Returns

We reserve the right to decline any return, exchange, or refund request if:

  • The return conditions outlined above are not met.

  • Evidence provided is incomplete, misleading, or insufficient.

  • The product shows signs of use, tampering, or damage after delivery.

  • Repeated abuse or misuse of our return policy is identified.

Contact Us

For return requests or refund-related inquiries, please contact:

TheOrdinaryPK.pk
📞 0333-6568507
📍 Canal Burg, Lahore, Punjab, Pakistan
🌐 www.theordinarypk.pk

Our customer support team will review your request and respond as quickly as possible.