💰 Returns and money-back guarantee
At Orthevia, your satisfaction is our top priority! Below you will find our transparent return and refund policy:
Returns for wrong, damaged or defective products
Did you receive the wrong product, was it damaged in transit, or is the device not working properly? Then we are happy to offer a replacement product or a full refund.
How to submit a return:
Get in touch within 30 days of receiving your order at support@shoporthevia.com.
Provide your order number, a clear description, and photos or a short video of the problem.
Our team will process your request within 5 business days and send you return instructions.
Refund or replacement product:
For approved returns we cover the return costs.
Refunds are processed within 5 business days after we receive and inspect the product, to the original payment method.
Please note that it can take up to 10 business days before the amount is visible in your account, depending on your bank or card issuer.
Returns on your own initiative (e.g. wrong choice, wrong size, different expectations or a change of mind)
Deadline: The return must be reported within 30 days of delivery.
Condition: The product must be returned unused, unopened and in its original packaging (for hygiene reasons). An opened or clearly used product can only be accepted against a partial refund (maximum 50% deduction) or rejected, based on individual assessment.
Costs: You cover the return costs. The original shipping costs are not refunded.
Goodwill rules
If your return does not fully meet the standard terms, but the product is still unused and in its original condition, we may consider a store credit (individual assessment).
Contact support@shoporthevia.com and we will look at the options together.
Money-back guarantee (30-day satisfaction guarantee)
In addition to your statutory rights, we offer a voluntary 30-day satisfaction guarantee:
Contact: Let us know within 30 days of delivery and briefly explain why you are not satisfied. Our customer service will help you with usage tips or quickly offer a replacement product.
Options: We reserve the right to offer different solutions, such as a partial refund or an exchange. If you are still not satisfied after that, you can return the product.
Return: The return is at your own expense. The purchase price is refunded only after assessment; a deduction in value of up to 50% is possible if there are signs of use, missing parts or improper handling. Damaged or soiled products (e.g. coffee or odour stains) are not covered by the 30-day guarantee.
Limit: Applies a maximum of once per customer/household per product; commercial use and customised products are excluded.
Note: This guarantee is in addition to your statutory rights but does not replace them.
🚫 Exceptions
Normal wear and tear, damage caused by incorrect use, and unauthorised repairs are not covered by the warranty.
No refund is given for products registered as delivered, unless the carrier has confirmed them as lost.
📩 Contact information
Do you have questions about shipping, returns or refunds? Get in touch with us:
📧 support@shoporthevia.com
