Refund policy

Return and Refund Policy

At Ortoheal.com, we strive to ensure that our customers are completely satisfied with their purchases. If for any reason you are not satisfied with your purchase, our Return and Refund Policy outlines the process for returning items and receiving a refund.

1. Returns

  • Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Some items, such as custom or personalized products, may not be eligible for return.
  • Return Window: You have 30 days from the date of delivery to return your item.
  • Return Process:
    1. Contact our support team at support@ortoheal.com with your order number and reason for return.
    2. Once your return is approved, we will provide you with a return shipping address and instructions.
    3. Ship the item back to us using a trackable shipping service.
  • Return Shipping Costs: Customers are responsible for paying return shipping costs unless the item is defective or we made an error in your order.

2. Refunds

  • Refund Process: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
  • Partial Refunds: In some cases, only partial refunds may be granted (e.g., items not in their original condition, damaged, or missing parts for reasons not due to our error).
  • Non-Refundable Items: Gift cards, sale items, and certain perishable or customized products are non-refundable.

3. Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at support@ortoheal.com for assistance.

4. Late or Missing Refunds

  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, please contact us at support@ortoheal.com.

5. Contact Information

  • If you have any questions about our Return and Refund Policy, please contact us at support@ortoheal.com.