Return and refund policy

Return & Refund Policy

At OrtoEase, your satisfaction is our priority.
Please review our return and refund guidelines below before making a purchase or submitting a return request to ensure a smooth and efficient process.

1. Return Eligibility

We accept returns within 30 days of the purchase date.

To qualify for a return, items must be:

  • New or lightly used,

  • In resellable condition,

  • Including all original packaging, tags, accessories, and inserts.

After 30 days, all sales are considered final.

We reserve the right to decline returns if the item is not returned in acceptable condition.

We strongly recommend inspecting your items upon delivery to ensure they meet your expectations.

2. How to Start a Return

To begin a return, please contact us at support@ortoease.com with:

  • Your order number

  • The reason for the return

Our team will provide instructions and the correct return address.
Do not ship any item without prior approval. Unauthorized returns will not be processed or refunded.

3. International Return Shipping

Return shipping costs are the responsibility of the customer.

All returns must be sent to our International Returns Center.
The correct return address will be provided once your request is approved.

Do not ship items to our warehouse or business address.
Unauthorized returns will be rejected and will not be refunded.

4. Incorrect Return Address

Returns sent to an incorrect address cannot be processed or refunded.
Always use the address provided by our support team.

5. Proof of Return Required

To process your return, you must provide:

  • A valid tracking number

  • Proof of shipment (carrier receipt or photo of the shipping label)

  • Shipment date and the address used

If tracking cannot be verified, we cannot issue a refund.

6. Refund Timeline

Once we receive and inspect your returned item:

  • Approved refunds are issued within 7–10 business days

  • Refunds are sent to the original payment method

  • A confirmation email will be sent once your refund is completed

7. Shipping Costs

Shipping fees are non-refundable.
The customer is responsible for all return shipping costs.

8. Shipping Insurance

Shipping insurance is non-refundable once the order has been placed.
It covers transit-related risks and remains non-reversible even if the order is returned or refunded.

9. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 24 hours of delivery:

Email: support@ortoease.com
Include:

  • Your order number

  • A brief description of the issue

  • Clear photo or video evidence

We will review your case and determine whether a replacement or refund is the appropriate solution.

10. Shipping Coverage

We currently ship to:

  • United States

  • United Kingdom

  • Canada

  • European Union

  • Selected international destinations

Please verify your country’s eligibility before placing an order.

11. International Return Timeframes

International returns may take longer due to customs processing and carrier delays.
We recommend using a trackable shipping service and keeping your proof of shipment.

12. Right to Cancel (UK & EU Distance Selling Regulations)

If you reside in the United Kingdom or European Union, you may have the legal right to cancel your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, contact us at support@ortoease.com.

This legal right is in addition to our standard 30-day return policy and does not affect your statutory rights.

13. Refunds & Currency for International Customers

Refund processing times vary depending on your payment provider or bank.
Currency conversion fees or international banking charges may apply and are the customer’s responsibility.

14. Claim Requirements

Any return or replacement claim must:

  • Be submitted within 30 days of delivery

  • Include clear photo or video evidence

Claims submitted without proper documentation cannot be processed.

15. Refund or Replacement Options

If your return is approved, you may choose:

  • A full refund, or

  • A replacement product, depending on availability

Refunds are processed within 7–10 business days after the returned item is received.

16. Refused Deliveries

Refunds will not be issued for orders intentionally refused at delivery.
If you decide you no longer want your order, please follow the proper return procedure and ship the item to the address provided.

17. Need Help?

If you have questions or need support, please contact us at:

📧 support@ortoease.com

We’re here to help.