The Ordinary / DECIEM Return Policy: 365-Day “Regret Nothing” Guide

The Ordinary and the rest of the DECIEM family are famous for affordable, science driven skincare. But even the best serum can pill under makeup, sting your skin, or just not fit your routine the way you hoped.

This is exactly why DECIEM has one of the most generous return policies in beauty. Below, you will find a clear, user friendly breakdown of how The Ordinary / DECIEM return policy works, who it covers, what “50 percent full” really means, and how to deal with returns from retailers like Sephora or Ulta.

What is The Ordinary / DECIEM return policy?

The Ordinary and DECIEM allow you to return most products you bought directly from them within 365 days of purchase, as long as each item is at least 50 percent full. Eligible returns are refunded to your original payment method, and DECIEM does not issue store credit or exchanges instead of refunds.

This “regret nothing” policy applies to purchases made:

On official DECIEM owned sites (such as The Ordinary, NIOD, or the main DECIEM website).
In DECIEM’s own retail stores and certain branded pop up shops.
Through Click and Collect, where you order online and pick up in store.

If you bought The Ordinary products through another retailer, like Sephora, Ulta, or an online beauty store, your return has to go through that retailer’s policy, not DECIEM’s. The generous 365 day rule only applies to direct DECIEM purchases.

How long do you have to return The Ordinary or DECIEM products?

You have a full 365 days from the date on your receipt or invoice to return eligible products you purchased directly from DECIEM, as long as they are still at least half full. Store and online purchases follow the same one year timeline, with slight differences in how you send items back.

Where you bought	Return window	Main conditions
Official DECIEM or The Ordinary websites	365 days from purchase date	Product must be at least 50 percent full, with proof of purchase.
DECIEM standalone retail stores	365 days from purchase date	Return to any DECIEM store in the same country, with receipt and original payment method.
Click and Collect orders	365 days from purchase date	Can usually be returned in store or by mail following online return instructions.
Retail partners (Sephora, Ulta, etc.)	Retailer’s own time limits	Must follow the retailer’s return policy; DECIEM will not refund these directly.

This long return window gives you time to really test a product through seasons, routine tweaks, and skin mood swings instead of rushing to decide in a couple of weeks.

What condition do products need to be in?

DECIEM’s key condition is that each product must be at least 50 percent full to be eligible for a refund. You are allowed to open, test, and use the product, but you cannot empty most of the bottle and then send back the last drops.

To put that in practical terms, products should be:

At least half full. Bottles, tubes, or jars should clearly contain about half or more of their original content.
In original packaging. The formula should be in its original DECIEM bottle or tube. Outer boxes are helpful but not critical.
In reasonable condition. No obviously damaged packaging from misuse, no broken droppers from dropping the bottle, and no signs of tampering.

It is fine if labels are a little worn or if there is some product around the neck of a bottle from normal use. DECIEM is not requiring “like new” condition, just a fair amount of product left and no clear abuse.

Can you return used skincare to The Ordinary?

Yes, you can return used skincare to DECIEM as long as the product is still at least 50 percent full and you are within 365 days of the purchase date. That is the heart of the policy and what makes it so friendly to people testing active skincare.

This means you can:

Patch test a formula over a few weeks.
Try a serum under makeup for a while.
Realize an acid is too strong or a retinoid is not for you.

As long as you stop before you use up half the bottle, you can decide it is not a match and send it back for a refund. DECIEM does, however, reserve the right to enforce “fair use” if someone is clearly abusing the policy by constantly returning heavily used products.

Which items are not refundable?

Even with a generous one year, half used friendly return policy, some things cannot be refunded by DECIEM. These exclusions are important to know before you buy or gift certain items.

Common nonrefundable categories include:

Gift cards. Physical and digital gift cards cannot be refunded or cashed out, except where local law forces a limited cash out.
Shipping fees. The cost you paid for shipping is not refunded, even when products are accepted back.
Final sale products. Items clearly marked as final sale at checkout are not eligible for return or refund.
Partial sets. If you buy a set or kit, you must return the entire set. DECIEM does not offer partial refunds if you only send back one item from a bundle.

If you are on the fence about a kit, it can be better to buy key items individually instead. That way you have more flexibility to return just the formulas that do not work for you.

Can you return The Ordinary products bought at Sephora, Ulta, or other retailers?

No, you cannot return retailer purchases directly to DECIEM. If you bought The Ordinary or other DECIEM brands at Sephora, Ulta, a department store, or an online stockist, you have to follow that retailer’s return policy.

That means:

Returns go back to the store or website where you bought the product.
Time limits, conditions, and whether “gently used” items are accepted depend entirely on that retailer’s rules.
DECIEM will not refund or exchange products purchased outside its own websites and stores, even if you are within 365 days and the bottle is half full.

If you want the full DECIEM 365 day safety net, buying directly from The Ordinary or DECIEM sites or stores is the safest plan.

How do online returns to The Ordinary / DECIEM work?

When you buy from an official DECIEM or The Ordinary website, you can usually return products in one of two ways: in store at a DECIEM retail location in the same country, or by mailing them back to a DECIEM warehouse. Either way, you need proof of purchase and at least half a bottle left.

Option 1: Return online orders in store

Bring your products to any DECIEM store in the same country as the shipping address for your order.
Take your invoice, order confirmation email, or a clear screenshot showing the order number and date.
Bring the card or payment method you used when you ordered, if possible.
Staff will inspect the items, confirm they are within 365 days and at least 50 percent full, and issue a refund back to your original payment method.

DECIEM does not issue store credit or swap bottles as exchanges. All qualifying returns are processed as straight refunds.

Option 2: Return online orders by mail

Pack your products securely, ideally in the original shipping box or another strong box with padding.
Include your invoice or a printed copy of your order confirmation so the warehouse can match the products to your account.
Use a tracked shipping service and keep your tracking number until your refund arrives.
Submit your return details through DECIEM’s contact or returns form so their team knows to look for your parcel and link it to your order.

Return shipping is at your expense, and original shipping charges from your order are not refunded. DECIEM strongly recommends tracked postage, because they can only refund items that actually arrive at their facility.

How do returns work for DECIEM store purchases and pop ups?

If you bought products in a DECIEM brick and mortar store, the process is similar to online, but you usually handle everything in person and refunds go straight back to the card you used in store.

Standard DECIEM stores

You can return eligible products to any DECIEM store in the same country as your original purchase.
You must bring your receipt or electronic proof of purchase.
Refunds go back to your original payment method; DECIEM does not offer store credit instead.
If you cannot get to a store, you can contact customer support to arrange mailing the items to a warehouse, and they may refund via an online payment method instead.

Pop up shops

For pop up purchases, DECIEM usually asks that you contact their customer team before you send anything back.
You will need your receipt and details of what you want to return.
They will tell you exactly where and how to return those pop up purchases, since they are not always handled like regular store or online orders.

How do refunds work and how long do they take?

Once DECIEM receives your returned products and approves them, your refund is sent back to your original payment method. Processing times can vary by season, but they generally aim to process refunds within a couple of working weeks after the parcel arrives.

Key points to know about refunds:

Original payment only. Refunds go back to the same card or account used for the purchase; DECIEM does not refund to a different card.
No store credit or automatic exchanges. The policy is built around direct refunds, not swapping products or issuing credit balances.
Email confirmation. You will receive an updated invoice or email once your refund has been processed.
Shipping stays with you. Original shipping costs on your order and the cost of shipping returns back to DECIEM are not refunded.

After DECIEM processes the refund, your bank or payment provider’s own timeline decides when you see the money in your account, which can add a few extra days.

Can DECIEM limit or refuse returns?

Yes. DECIEM has a fair use clause built into its policy. If they notice a pattern of abnormal return behavior, like a very high number of returns or returns of heavily used products, they may contact you, limit further returns, or even suspend your account.

If your account is ever restricted and you believe there is a misunderstanding, you can reach out to their customer team to have your situation reviewed. The policy is meant to protect genuine customers while preventing clear abuse.

Tips to make The Ordinary / DECIEM return policy work for you

Used the right way, DECIEM’s return policy can be a powerful safety net that lets you explore skincare without feeling stuck with every misstep. A few simple habits help you get the most out of it while staying within fair use.

Buy direct when you want flexibility. If you are testing new actives or are not sure how your skin will react, order from DECIEM or The Ordinary directly so you get the full 365 day coverage.
Patch test and go slow. Introduce new products gradually and reassess before you use up half the bottle. If it is not working, you will still be above the 50 percent threshold.
Keep proofs of purchase. Save order emails and take quick photos of receipts so you can find them easily if you decide to return something months later.
Group returns when possible. If you have several items to send back by mail, you can often ship them together as long as you clearly document order numbers and contents.
Use tracked shipping. For mail returns, always choose a tracked option so you can prove delivery if anything goes missing.
Return sets as whole sets. Do not separate kits; keep all pieces together so the entire set remains eligible for a refund.
Be mindful of patterns. Use the policy for genuine mismatches or sensitivities, not as a constant revolving door of products, to avoid running into fair use limits.

Conclusion: Treat DECIEM’s policy as your long haul skincare safety net

The Ordinary and DECIEM give you something rare in skincare: a full year to decide if a product truly belongs in your routine, even after you have opened and used it, as long as half the bottle remains. With clear rules around direct purchases, third party retailers, and the 50 percent full requirement, the policy is both generous and structured.

If you shop directly from DECIEM, test products thoughtfully, keep track of receipts, and understand how to return online or in store, the return policy becomes a powerful safety net. It lets you experiment with acids, retinoids, and other actives with much less stress, because you know you have a clear, fair way to back out if your skin or routine simply does not click with what is in the dropper.