Shipping and Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need your order number or proof of purchase.
To start a return, please fill in the returns form here - https://orthoassist.co.uk/pages/returns-form - we will respond within 48 hours with the next steps for your return.
If your return is accepted, we will let you know to send back your item. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orthoassistorders@gmail.com.
If items are open/used and/or in non-resellable condition, we may be unable to accept your return and may charge a restock/repackaging fee of up to 20% of the total order value.
Cancelations are not possible due to our fast and automated shipping process.
Shipping
OrthoAssist stock items both in the UK and at national partners, on some occasions we are able to ship from the UK, most orders are shipped direct from our fulfilment partners, who are located in China, Europe and the US. Shipping times are 7-10 working days, and during busy periods, may be extended slightly further.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orthoassistorders@gmail.com.