Refund policy

Refund & Return Policy

Return Eligibility

Whether an order qualifies for a return comes down to condition, timing, and proof of purchase from shipvex.shop. The vast majority of our items are eligible, but they must come back unused and complete, with the request registered before the 30 day window lapses. We handle any borderline cases individually and will always explain our reasoning to you directly.

Return Window (30 Days)

Customers may initiate a refund or exchange at any point during the 30 day that follow delivery of their order. What matters is the date you contact us and receive a return authorization — not the date the product physically arrives back at our facility. Reaching out early leaves ample room for the 4-6 business days a return shipment typically takes.

Condition of Returned Items

Condition is the single biggest factor in whether a return is approved. We define acceptable condition as unused, undamaged, tagged, and repacked in original materials, ready to be offered to the next customer. If an item does not satisfy these criteria, we will contact you to arrange its return or to discuss a partial credit.

How to Start a Return

Initiating a return begins with a quick message to our customer care team, available Monday-Friday, at support@shipvex.shop. 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

Approved refunds are always sent back to the same credit or debit card, or other payment method, that funded the purchase. After we verify the condition of your return, the refund is initiated and typically settles within 5-10 business days depending on your financial institution. We are unable to redirect refunds to a different card or account for security reasons.

Non-Returnable Items

To keep our catalog safe and fair, we exclude a handful of product types from returns. Custom orders cannot be restocked, clearance items are sold at their lowest final price, gift cards function as currency, and opened hygiene products cannot be resold for sanitary reasons. Please review these limits before ordering any item in these categories.

Damaged, Defective, or Wrong Items

Should your package contain a defective product or an item you did not order, notify our support team promptly and include supporting photos. We will either send the correct product right away or refund you in full, whichever you prefer, and we handle all associated shipping costs. Resolving fulfillment errors is one of our highest priorities.

Exchanges

The Ordinary welcomes exchanges on eligible items throughout the 30 day period following delivery. Once we authorize your request and receive the returned goods in good condition, your new item is prepared and shipped without extra charge. For faster service, some customers prefer to place a new order and simply return the original for a refund — we are happy to accommodate either approach.

Return Shipping Costs

There is no cost to you for returning an eligible product. The Ordinary issues a prepaid shipping label with each authorized return so the expense falls to us. We ask that you use only the label we provide, since self-purchased postage cannot be reimbursed and may leave your parcel untracked.

Domestic Orders Only

The Ordinary currently ships and sells exclusively within the United States, so all orders, returns, and exchanges are handled domestically in USD. We do not process international shipments or accept returns originating from outside the country at this time. If our service area expands in the future, we will update this policy accordingly.

Order Cancellations

Orders can be cancelled free of charge any time before they enter the shipping stage. Reach out to us promptly — ideally within the 1-2 business days processing window — and we will stop the fulfillment and refund you in full. After the item ships, cancellation is no longer possible, but our 30 day return policy will still cover you.

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 1411 Wells Ave SE, Huntsville, Alabama 35801, US.