Order Cancellation & Modification Policy – OrtoEase

If you need to cancel or modify your order, please email us at support@ortoease.com, including your order number and the changes you would like to request. We will confirm once your request has been reviewed and processed.

⏱ Cancellation & Modification Window

You may request a cancellation or modification within 2 hours of placing your order.
After this 2-hour window, the order is automatically forwarded for processing and can no longer be altered or cancelled.

Important Notes

• No Cancellation Fees

OrtoEase does not charge any fees for cancellations made within the allowed 2-hour window.
Your cancellation will be processed free of charge.

• Delivery Times for Modified Orders

If your order requires a modification, please be aware that delivery times may be extended, particularly during periods of high demand (e.g., holiday season or promotional events).

• Personalised or Customised Items

If the product purchased requires any form of customisation or personalisation (when applicable), the order enters processing immediately.
Therefore, personalised items cannot be changed or cancelled after the order is placed.
Please ensure all details are correct before completing your purchase.

• Verification Requirements

For security and data-protection reasons, all cancellation or modification requests must be submitted from the same email address used at checkout.
Requests made from a different email cannot be verified, and we may be unable to process them.

UK Consumer Rights Notice (Complemento obrigatório para Merchant UK)

In accordance with UK consumer guidelines for distance purchases:

• This cancellation policy applies only to pre-shipment cancellations (within the 2-hour window).

• Once the order is dispatched, cancellation is no longer possible; however, customers may still be eligible to request a return after the item is delivered, depending on our Returns & Refunds Policy (following UK consumer rights where applicable).

• Personalised goods are exempt from standard right-to-cancel rules, as permitted under UK law.

Acceptance of Terms

By completing a purchase at OrtoEase, you acknowledge and agree to all terms outlined in this Order Cancellation & Modification Policy.