Order Cancellations
We offer immediate order cancellations up to a limit of 24 hours after purchase – so if you change your mind within that time – please email info@ortorex.com indicating your order number, and we’ll cancel the order and refund you in full as soon as we get your request. After 24 hours, cancellations are no longer possible as your order will already have been sent to our fulfillment center.
Returns and Refunds
Please be aware that we cannot accept refund requests nor credit the refund until your order is delivered. See below for more information regarding returns and refunds.
If you’re not completely satisfied with your purchase, you have the right to return your item(s) within 30 days of delivery. You can open the package and check the contents. However, we only accept the return of completely unused items in new condition, including all original packaging. Please contact us before sending the items back. Ortorex is not liable for returns sent without approval. To move forward with a return request, please email info@ortorex.com with your order number and the items you would like to return.
All returns must include the original invoice or a note referencing your full name, the email you provided in the order, and the order ID.
If we find that the product has not been returned to us in fully original condition, we reserve the right to refuse a refund on the item, or the value of damage will be deducted from your refund amount.
Return parcels must be sent to the following address:
28 Ridge Dr, Guadalupita, NM 87722, United States
DO NOT send your purchase back to the manufacturer.
Please note that you will be responsible for paying the cost of return shipments. The shipping cost is non-refundable.
All returns are to be sent using a traceable method. For your safety, make sure to provide the tracking number of your return postage to us and retain the proof of shipment. Ortorex is not liable for lost return packages without a tracking number.
Once we receive your product(s), the total amount of the returned items will be refunded to the original form of payment. Please allow up to 14 business days for the refund to appear on your statement. No refund will be issued until the goods have been received and inspected by us.
Claims for missing items
Kindly note that missing parcel requests are only valid within 30 days after the confirmed delivery (provided that the tracking number on the carrier website states ‘Package has been delivered’).
Order delayed for 60 days is considered lost. All “Lost orders” are fully refundable.
Damaged/Defective items
On receipt of your order, you should check all items to ensure that they are in good condition. If an item you received appears to be damaged or defective, please email us within 5 days of receiving your order. Include a photo or a video of the item where the damage or flaws are seen clearly. Briefly describe the damage, and forward the description and photo(s) together with your order number to us at info@ortorex.com.
We will review the case and arrange for a replacement or refund. The complaint does not apply when we cannot find any faults in the product or when the customer has caused the damage themselves, such as normal wear and handling errors.
Warranty
We guarantee that all of our products are of merchantable quality. The warranty only applies in rare cases when there is a manufacturing defect. It does not cover general wear, damage caused by accident, misuse, or neglect.
Exchanges
Unfortunately, we do not offer the option to exchange products at the moment. We only replace item(s) if they are defective or damaged. If you’d like to exchange something for a different color or size, we treat it like a return. If something didn’t work out, please email info@ortorex.com for additional assistance.
