Refund policy

đź’° Returns & Money-Back Guarantee

A. Returns for incorrect, damaged or defective products
If you have received an incorrect item, a product damaged in transit or a defective item, we will gladly offer you a replacement or a full refund.

If you live in the European Union or Switzerland, defective goods are also covered by the legal guarantee of at least two years from delivery. Wherever you live, your statutory rights for defective goods apply in full. You may choose between repair and replacement and, if neither is possible, or the repair or replacement fails or is unreasonable for you, a refund or a price reduction. Remedies under the legal guarantee are free of charge for you. The 30 days below are how soon we ask you to report a wrong item or transport damage, so that we can act quickly; they are not a deadline for your legal rights.

Here's how to initiate a return:

1. Please contact  support@shoporthevia.com  as soon as you notice the problem. For a wrong item or a product damaged in transit, please do so within 30 days of receiving your order, so that we can act quickly.

2. Please provide your order number and a detailed description. Photos or a short video of the problem help us deal with your request faster.

3. Our team will review your request within 5 working days and send you return instructions.

Refunds or replacements:

1. For returns of defective or incorrectly delivered items, return shipping is free of charge for you.

2. Refunds will be issued within 5 working days of receiving and inspecting the item, via your original payment method.

3. Please allow up to 10 working days for your bank or credit card issuer to process the credit.

B. Returns if you are not satisfied
(wrong item ordered, wrong size or change of mind)

Your statutory right of withdrawal (first 14 days)
If you live in the European Union or the United Kingdom, or anywhere else the law gives you a right of withdrawal, you may withdraw from your purchase within 14 days after you receive the item, without giving any reason. If you withdraw:

1. Tell us clearly that you withdraw, for example by email at support@shoporthevia.com or with the withdrawal form (“Submit Withdrawal”) linked in the footer of our website.

2. We refund the purchase price and the original standard shipping costs, via your original payment method and without any fee, without undue delay and no later than 14 days after we learn of your withdrawal. We may hold back the refund until we have received the item back or you have shown proof that you sent it back, whichever is earlier.

3. We do not charge a restocking fee.

4. You bear the costs for the return shipment. Please send the item back within 14 days of telling us that you withdraw (return address below).

5. We may reduce the refund only if the item has lost value because you handled it more than needed to check its nature, characteristics and functioning.

30-day returns
You can return your device within 30 days of delivery. It must be in very good condition and come back with its original packaging, the adapter and all components. Trying the device is fine. If it comes back damaged or with parts missing, we may deduct up to 30% of the price. If you have a legal right of withdrawal, the terms above apply instead during the first 14 days; these conditions then apply after those 14 days, up to day 30.

1. The customer bears the costs for the return shipment.

2. Original shipping fees are non-refundable.

Return address (for withdrawals and voluntary returns):  30 N GOULD ST STE N, Sheridan, WY 82801, USA.

"Note: The primary return address is located outside the European Union (USA). Upon request, we are happy to provide you with an alternative return address within Europe. Please contact us at support@shoporthevia.com."

For alternative return addresses in our European or global warehouses, please contact us at  support@shoporthevia.com .

C. Store Credit Option:
If your return does not meet the standard criteria, but the item is unused and in its original condition, we can issue a store credit (after individual review). Please contact us at  support@shoporthevia.com for this .

🛡️  Money-back guarantee:
We stand behind the quality of our products. If you are not satisfied with the solution offered (replacement or refund), you can take advantage of our money-back guarantee within 30 days of delivery.

1. Explain in detail why the proposed solution was insufficient.

2. Please submit additional photos or supporting documents if required.

3. Our team will review your request and make a final decision.

This guarantee applies to orders delivered to: Australia, Austria, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom, United States.

This voluntary guarantee is in addition to your statutory rights, including any right of withdrawal, and does not limit them. Guarantor: Horizonlink LLC (trading as ORTHEVIA), 30 N Gould St Ste N, Sheridan, WY 82801, USA.

✅  Money-Back Guarantee: EpauFlex™ Pro, OrthoUltima Pro and EMS Mini

Three of our products come with their own money-back guarantee. For these three products, this guarantee applies instead of our voluntary returns above; your legal right of withdrawal stays as it is.

- EpauFlex™ Pro: 30 days

- OrthoUltima Pro: 90 days

- EMS Mini: 30 days, no return needed

For EpauFlex™ Pro and OrthoUltima Pro the days count from delivery; for the EMS Mini, from the day you receive it.

EpauFlex™ Pro and OrthoUltima Pro: Not happy for any reason? Send it back, even if you have used it. Normal use is fine; damage from misuse or accidents (for example a dropped, cut or machine-washed device) is not covered.

How it works for EpauFlex™ Pro and OrthoUltima Pro:

1. Email support@shoporthevia.com within the days above and include your order number.

2. We send you the return address and instructions.

3. Send the device back. We cover the return postage.

4. As soon as it reaches us, we refund the purchase price to your original payment method.

How it works for the EMS Mini:

Not happy with your EMS Mini? Contact us at support@shoporthevia.com within 30 days of receiving it and we'll refund the purchase price to your original payment method. You don't need to send it back. Including your order number helps us find your order faster.

For every other product, the general return terms above apply. This guarantee applies to orders delivered to: Australia, Austria, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom, United States.

This voluntary guarantee is in addition to your statutory rights, including any right of withdrawal, and does not limit them. Guarantor: Horizonlink LLC (trading as ORTHEVIA), 30 N Gould St Ste N, Sheridan, WY 82801, USA.

🚫  Exclusions from our voluntary guarantees and returns:
These exclusions apply to our voluntary guarantees and voluntary returns only. These exclusions do not apply to the EMS Mini 30-day money-back guarantee. Normal wear and tear, damage caused by improper use or unauthorized repairs are not covered. Under our voluntary terms, refunds will not be issued for items marked as delivered unless the loss is officially confirmed by the shipping carrier. These exclusions do not limit your statutory rights, including your rights if a product is defective or does not arrive.

📩  Contact us
For questions regarding shipping, returns or refunds, please contact:
📧  support@shoporthevia.com

 

© 2026 Horizonlink LLC

Registered Address: 30 N GOULD ST STE N, Sheridan, WY 82801, USA

Email: support@shoporthevia.com

Phone: +1-302-8892835

All rights reserved.

Â