Refund and Return Policy
At Orthrex, customer satisfaction is our top priority. We stand behind the quality and efficacy of our products, and we are here to support you in achieving the best results. If you are not completely satisfied with your purchase, please read our refund and return policies below.
1. Eligibility for Returns
To qualify for a return:
- Products must be unused and in their original packaging.
- Returns must be requested within 14 days of the delivery date.
- Exchange must be requested within 30 days of the delievery date.
- Proof of purchase (order confirmation or receipt) is required for processing any return.
2. How to Request a Return / Exchange
To initiate a return, please:
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Contact Our Customer Support Team
Email us at info@orthrex.co.uk or call us at +44 (0)7939 483215 within 14 days(for return) and 30 days(for exchange) of receiving your order. -
Provide Order Details
Include your order number, reason for the return, and any relevant photos or details that might assist our team in processing your return. -
Follow Return Instructions
Once your request is approved, we will provide you with instructions on how and where to send your return. Please ensure the product is securely packaged to prevent any damage during transit.
3. Refund Policy
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Full Refund
If your product is returned in unused, original condition, you are eligible for a full refund (excluding any shipping fees). Refunds will be issued back to your original payment method within 5-7 business days after we receive and inspect the returned item. -
Partial Refund
For items returned with visible signs of use, wear, or damage, a partial refund may be issued at our discretion. Please note that products showing significant wear or damage may not be eligible for a refund.
4. Non-Refundable Items
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Certain items are non-refundable, including:
- Products returned after the 30-day return window.
- Products that are damaged or missing components due to customer misuse.
- Any promotional or clearance items.
5. Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, please contact us at info@orthrex.co.uk and provide photos of the defect or damage for verification.
6. Shipping Costs
- Return Shipping
Customers are responsible for return shipping costs unless the product was received damaged or defective. - Original Shipping Costs
Original shipping fees are non-refundable unless the product arrived damaged or was incorrect due to our error.
7. Damaged or Defective Products
If you receive a damaged or defective item, please reach out to us within 7 days of receiving the product. We will provide a replacement or refund, as per your preference, after verifying the issue.
8. Refund Processing Time
Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund. Approved refunds will be processed back to your original payment method within 5-7 business days.
Contact Us
For further assistance, please feel free to reach out to our Customer Support Team:
- Email: info@orthrex.co.uk
- Phone: +44 (0)7939 483215
- Business Hours: Monday – Friday, 9 AM – 5 PM (EST)