Refund policy

At Orthorive, we want you to be completely satisfied with your purchase. If you receive your product and find that it does not meet your expectations or has arrived with a defect, we guarantee your right to a return, exchange, or refund under the conditions below.

1. Return & Exchange Window

In compliance with UK consumer standards, you have up to 30 calendar days from the date of delivery to request an exchange or a full refund.

  • To initiate this process, your first step is to contact our Customer Support team at support@orthorive.com. We will provide you with all the necessary instructions on how to return the item to our fulfillment center.

  • Once your package is received, our team will inspect the item to ensure it meets our return conditions.

2. General Return Conditions

  • The product must be returned unused, undamaged, and in its original packaging with all accompanying accessories.

  • We reserve the right to refuse returns or exchanges that have not been communicated in advance, are sent past the 30-day deadline, or are missing original parts.

  • If a product is currently in transit, you must wait for the package to arrive and refuse delivery, or receive it and ship it back to our center before a refund can be processed.

3. Frequently Asked Questions (FAQ)

Do I have to pay for the return shipping?

  • Defective or Damaged Items: If the product arrives faulty or damaged, Orthorive will cover all return shipping costs.

  • Change of Mind / Dissatisfaction: If you wish to exchange or return an item due to dissatisfaction (such as preferring a different color or size), the return shipping cost to our fulfillment center will be the responsibility of the customer.

Can I exchange my item for a different product on the website? Yes. If your request is within the 30-day window, contact our support team with your order details and the link to the new item you want (specifying color and size). If the new item costs more, we will invoice you for the difference. If it costs less, we will refund the difference.

How long will it take to receive my exchanged product? As soon as we receive and inspect your returned package, we will initiate a new dispatch. The delivery window will follow our standard shipping timeframe of 5 to 25 working days. You will also receive a new tracking code.

I missed the 30-day deadline. Can I still return my item? Unfortunately, no. Because our automated system processes orders within strict timeframes, we cannot accept returns or process exchanges once the 30-day window from delivery has passed. We highly recommend inspecting your items as soon as they arrive.

Can I change my delivery address for an exchange? Yes. If you have moved or changed your address, please notify our team when you request the exchange so we can update your delivery details for the replacement item.

Can I cancel my order if it has already been shipped? Yes, but you must refuse the delivery when the courier attempts to hand over the package. The parcel will then be automatically returned to our warehouse, and we will process your refund once it arrives and is inspected.

4. Refund Processing

  • Refunds are always issued back to the original payment method used during checkout (credit card, debit card, or digital wallet).

  • Once approved, the processing timeframe for the credit to appear on your statement depends entirely on your card issuer or bank.

  • In cases of partial returns (where you keep some items from the order but return others), a partial refund covering only the returned goods will be processed back to your payment account.