Refund policy

Return Policy

If for any reason you are not satisfied with your order, please contact us. At Orthostrap, we strive to ensure our customers are 100% satisfied with the products they have purchased from our suppliers. If you are unsatisfied, do not hesitate to contact us so our team can assist you immediately.

How to return (part of) your order?

If you decide to return products within the 14-day cooling-off period, we will refund the full order amount within five working days after receiving the returned product. Please note that return shipping costs are not refundable.

Follow these steps to return your product(s):

  1. Email us: Send an email to info@orthostrap.com indicating that you wish to return your order or part of it.

  2. Wait for approval: Wait for a response from our customer service to confirm if we can accept your return.

  3. Pack carefully: If your return is accepted, please pack the product carefully and securely, preferably in its original packaging.

  4. Ship the package: Send the package to the return address provided by our customer service.

  5. Share tracking: Inform our customer service of the Track & Trace code.

  6. Refund: Once the package is received and inspected, we will refund the order amount of the returned products via the original payment method.

Exceptions: Products that cannot be returned

The following products are excluded from the right of return:

  • Sealed products where the seal has been broken.

  • Products made to the consumer's specifications (custom-made).

  • Products of a personal nature.

  • Products that cannot be returned due to their nature.

  • Hygiene measures: Due to health and safety regulations, products in the categories "Beauty", "Kids & Baby", and "Sport" cannot be returned if the packaging has been opened.

Return Address

The return address used is that of our supplier. Once we have confirmed the return, we will send the specific return address to the customer.

Cancellations, Damages, and Errors

Order Cancellation

Unfortunately, it is not possible to cancel your order once placed. Orders are processed immediately in our system, making cancellation impossible.

Damaged Products upon Receipt

If you received a damaged or incorrect product, please contact us within 30 days of receipt. After this period, the option to return or replace the item expires.

  • Action: Send an email with a clear photo of the damage. For best results, place the product on a flat surface with the label and damage visible.

  • Solution: For damaged products, we offer a one-time free replacement package. We do not provide refunds for the first instance of damage. If the product arrives damaged a second time, we will refund the full purchase price.

Manufacturing Defects after Use

If a manufacturing defect occurs after some time (a defect that does not meet the manufacturer's standards), please contact us at info@orthostrap.com.

  • Excluded: Wear and tear parts are excluded. This includes batteries, drive belts, brake pads/discs, chains, tires, and moving parts in the broadest sense.

Delivery of Wrong Products

If we inadvertently deliver the wrong product, we will resolve this by sending the correct order to you free of charge.

Delivery Issues (Absence or Post Office)

If a package is delivered to your door or a post office, the initial shipping costs are covered by Orthostrap. If the package is not accepted or not collected from the post office, it will be automatically returned to the supplier. In such cases, we reserve the right to deduct 100% of the order value from your refund.

Lost Packages

If a package is lost or not delivered for logistical reasons, we will always send a new package first before applying our refund and return policy.

Import Duties

In some cases, customs may inspect your package. Since the legislation changes of July 1, 2021, customs may occasionally charge a small amount in import duties. This applies in less than 1% of cases. If you are charged customs fees, please contact us.