Return & Refund Policy
At Orthowear, customer satisfaction is important to us. We want every customer to feel confident when shopping with us which is why we offer a simple and transparent return process along with a thirty days money back guarantee for customers who are not satisfied with their purchase. The details below explain how returns, exchanges, and refunds work.
Thirty Days Money Back Guarantee
If you are not satisfied with your product for any reason, you may request a refund within thirty days of delivery. To qualify for the money back guarantee, the item must be unused, clean, and returned in the original box with all original packaging, inserts, and accessories. Items that show signs of use or arrive without the original packaging may not be eligible for a refund.
Eligibility for Returns
Items may be returned within thirty days of delivery. The product must be unused, in clean original condition, and shipped back with the original box and packaging. Orders already in transit cannot be canceled or modified. After thirty days, returns or exchanges may no longer be available.
Product Defects or Quality Concerns
If you believe your item has a manufacturing defect or quality issue, please contact us. We will review your case and provide an appropriate solution which may include a replacement or another suitable option.
Wrong or Missing Item
If you receive the wrong item or part of your order is missing, contact us so we can verify the issue and arrange for the correct item or provide another suitable resolution.
Damaged Package on Arrival
If your package arrives damaged, take clear photos of both the product and the packaging and contact us. After reviewing the case, we will assist you with a suitable solution.
Does Not Fit or Wrong Color
If the item does not fit or the color is not what you expected, you may request a return or exchange. Return shipping costs in these situations are the responsibility of the customer.
Changed Mind
If you change your mind and no longer wish to keep the item, you may return it within thirty days of delivery as long as it meets all return conditions. The item must be unused, clean, and returned in the original box with all packaging. Return shipping costs are the responsibility of the customer.
Timely Return Requirement
Once your return request is approved, the item must be shipped back within ten days. If the item is not shipped within this period, the return request may be closed.
Lost or Stolen Packages
If tracking shows the package was delivered but you did not receive it, we recommend checking with neighbors or your local carrier. While we cannot take responsibility for packages marked as delivered, our team will help guide you on next steps.
Other Issues
If your situation is not listed here, contact us with the details. We will review your case and assist you with an appropriate resolution.
How to Return an Item
If you need to return all or part of your order
-
Contact us at support@orthowearco.com within thirty days of receiving your order. Include your order number and the reason for the return. You may also reach us by phone at +1 (315) 907 5385.
-
Our team will confirm eligibility and provide the correct return address.
-
Pack the item securely in its original box and packaging.
-
Ship the item to the address provided and share the tracking number with us.
-
After inspection and approval, your refund will be issued to the original payment method. Refund processing times vary depending on your bank or payment provider.
Non Returnable Items
Items that show signs of wear, stains, odor, damage, or items returned without the original box and packaging may not be eligible for a refund. Original shipping fees are not refundable.
Incorrect or Damaged Items Upon Arrival
If an item arrives damaged or incorrect, take clear photos of the product and the shipping label and send them to support@orthowearco.com within five days of receiving your order. We will review the case and provide a suitable solution.
Order Cancellation
Orders may only be canceled before they enter processing. Since processing begins quickly, please contact us as soon as possible if you need to cancel.
Correct Return Address Requirement
Items must be returned to the exact address provided by our team. Returns sent to an unauthorized address may not be processed.
European Union Cooling Off Period
For orders delivered within the European Union, you may cancel or return your order within fourteen days for any reason. Items must be unused, in original clean condition, in the original box with all packaging, and accompanied by proof of purchase.
Contact Us
For questions regarding returns, refunds, or exchanges, you can reach our support team at support@orthowearco.com or by phone at +1 (315) 907 5385.
Our support hours are Monday to Thursday from 10 am to 4 pm EST.
