Terms of service

This agreement sets out the general terms and conditions for using our website and purchasing products from our online store. By placing an order with us, you agree to these terms.

1. Confidentiality & Security

We are fully committed to protecting the confidentiality of all personal data and information provided during the checkout process. Our website implements industry-standard security measures and encryption to protect your data against unauthorized access.

2. Customer Support

Our dedicated customer service team is available to handle inquiries, requests, or complaints regarding your order or website content. You can contact our support team at any time via email at support@orthorive.com.

3. Shipping & Delivery

  • Delivery Window: Estimated delivery times are provided in working days during the checkout process. Deliveries typically take place from Monday to Friday, though occasional weekend deliveries may occur.

  • Product Dimensions: It is the customer's responsibility to check that product dimensions are suitable for their intended use before purchasing and to verify the condition of the package upon arrival.

  • Delivery Attempts: Our courier partners will make up to three delivery attempts at the designated address, with up to 48 hours between attempts. A person over the age of 18 must be present to sign for the package. If all three attempts fail, the order will be returned to our fulfillment center.

  • Order Modifications: Once an order is finalized and payment is confirmed, we cannot alter the payment method, change the shipping address, or fast-track the delivery.

  • Free Shipping: We are pleased to offer free standard shipping nationwide across the UK.

  • Courier Restrictions: Our delivery partners are strictly unauthorized to enter your home, install or assemble products, unbox items, deliver to alternative addresses, or hand over packages to minors without valid identification.

  • Customs and Holds: We are not responsible for packages held by local authorities due to outstanding customer clearance issues, as specific payment and release details are only communicated directly to the recipient.

4. Right of Cancellation & Returns

In compliance with UK consumer standards, you have the right to cancel your purchase and return the product under the following conditions:

  • Return Window: You have up to 30 calendar days from the date of delivery to request a return and refund.

  • Product Condition: To qualify for a full refund, the product must be returned to our fulfillment center unused, undamaged, and in its original packaging.

  • How to Start a Return: You must initiate your return request by contacting our Customer Support team via email before shipping any items back.

  • Inspection & Refund Processing: Once your return arrives at our fulfillment center, it will be inspected to confirm it meets our return criteria. If approved, a full refund of the purchase price will be issued.

  • Card Reimbursements: For credit or debit card payments, refunds will be credited back to the original payment account. Processing times may vary depending on your bank or card issuer's billing cycle.