The Ordinary Granactive Retinoid 2% Emulsion 30ml

We are happy to offer an exchange and return policy. We want you to be completely satisfied with your purchase. If you need to return or exchange an item, we’ve made the process simple and transparent.

For items purchased before this date, the standard 7 day return and exchange policy applies.

Delivery Charges:
You will be responsible for the delivery charges for returning the product to us, but we will be responsible for some reasons.

Returning an unwanted item?
We understand that sometimes a product may not meet your expectations, and you may wish to return it. As long as the item is in its original condition, we accept returns, provided you follow the guidelines outlined below, including those related to fair use. Please check the product information section for the specific item you ordered on our website to see if it is eligible for return, as this may differ depending on the product.

After Timeframe?
After the specified returns period outlined above, we unfortunately cannot accept returns for items that are unwanted. If you attempt to initiate a return after this timeframe, we may need to resend the item to your delivery address. You will be responsible for any associated delivery costs incurred during this process. Please ensure that you review our returns policy carefully to avoid any inconvenience.

Discount Sales
Our return & exchange policy shall not be applicable for any discount sales product(s). Any discount item once purchased cannot be exchanged or returned. No return or exchange is applicable for purchases made during the campaign period.

1. How to Initiate a Return

Do not send items back before contacting us. The quickest way to start your return or exchange is by emailing our dedicated team.

Action: Before returning an order, you must first submit a return request. Email us [email protected] or message us on Facebook and WhatsApp directly with your order number:

I would like to initiate a return/exchange for the following item(s) from Order Number: [Your Order Number].

• Reason for Return/Exchange: [Choose one: Return for Refund, Exchange for Different Size/Color, Exchange for Different Item]
• Item(s) to be Returned/Exchanged:
  Item Name:
  SKU/Product Code:
  Quantity Issue/Reason(e.g., too small, wrong item received, damaged)
  [Product Name 1]
  [Code] [#]
  [Reason]
• If requesting an exchange, please specify the desired item:

Desired Item: [New Product Name, Size, and Color]

Please provide me with the Return Merchandise Authorization (RMA) number and the detailed shipping instructions as quickly as possible.

Thank you for your assistance.

Sincerely,

Our team will respond promptly with a Return Merchandise Authorization (RMA) number and detailed shipping instructions.

Original Conditions

• Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
• Face + Body products if opened, used or protective seal is not intact.
• Underwear if the hygiene seal is not intact or any labels have been broken.
• Swimwear if the hygiene seal is not intact or any labels have been broken.
• Pierced jewellery if the seal has been tampered with or is broken.
• Face coverings if the seal has been tampered with or is broken.
• The item must be returned in the original shipping packaging and original branded packaging, including associated accessories, instruction booklets, labels, protective covers, leaflets or boxes.
• Perfume boxes must still be sealed (with its sticker or crystal film).
• Upon receipt of your item(s) and subject to inspection by our Quality Services Department, we will proceed with the refund

It’s fine to try an item on like you would in a shop, but please don’t actually wear it don’t wear it too long. If an item is returned to Xclusive Brands in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, Xclusive Brands won’t be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.

All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).

Responsibility
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

Important Note to Avoid Issues: Important note to avoid problems: When you receive a product from the delivery person, if there is an expiration date or damage problem with the product, do not open the box, package and bottle. Please provide evidence, such as opening a parcel in front of the delivery person or taking videos and pictures. This will make the matter clear and there will be no misunderstandings.

Visit our full Return Policy page for details and FAQs, or contact our support team for assistance.