💰 Returns & Money-Back Guarantee
At Orthevia, your satisfaction is our top priority! Below is our transparent return and refund policy:
1. Return for Incorrect, Damaged, or Defective Product
If you receive an incorrect item, a product damaged during shipping, or a defective product, we offer a replacement or a full refund.
How to initiate a return:
Contact support@shoporthevia.com within 30 days of receiving your order.
Provide your order number, a clear description, and photos or a short video showing the issue.
Our team will review your request within 5 business days and send you return instructions.
Refund or replacement:
Approved returns qualify for free return shipping.
Refunds are processed within 5 business days after the returned package is received and inspected, using the original payment method.
Please note that it may take up to 10 business days for your bank or credit card provider to display the credit.
2. Return for Personal Convenience
(wrong choice, size issue, unmet expectations, or change of mind)
Timeframe: Return request must be made within 30 days of delivery.
Condition: Items must be unused, unopened, and in their original packaging (for hygiene reasons). Opened or clearly used items may be subject to a reduction of up to 50% or a refund refusal, depending on the assessment.
Fees: Return shipping costs are at the customer’s expense. Initial shipping fees are non-refundable.
3. Store Credit Option
If your return does not meet standard criteria but the item is new and in its original condition, we may issue a store credit, at our discretion (case-by-case basis).
Please contact support@shoporthevia.com to discuss available options.
4. “Satisfaction or Your Money Back” Guarantee (30-Day Satisfaction Guarantee)
In addition to the statutory right of withdrawal, we offer a voluntary 30-day satisfaction guarantee:
- Contact: Notify us within 30 days of delivery and briefly explain your dissatisfaction. Our customer service team may offer usage advice or a fast exchange.
- Options: We reserve the right to offer alternatives such as a partial refund or an exchange. If you are still not satisfied, you may return the product.
Returns: Return shipping is at your expense. The product price will be refunded after inspection; a depreciation of up to 50% may apply in case of signs of use, missing parts, or mishandling.
Damaged or stained items (e.g., coffee stains, odors) are excluded from the 30-day guarantee.
Limitation: Valid only once per customer/household and per product. Commercial use or tampered products are excluded.
Note: This guarantee supplements, but does not replace, your statutory rights.
🚫 Exclusions
- Normal wear and tear, damage due to misuse, or unauthorized repairs are excluded.
- Refunds are not issued for items marked as delivered unless loss is confirmed by the carrier.
📩 Contact
For any questions regarding shipping, returns, or refunds, please contact us:
📧 support@shoporthevia.com
