You are given a 30-day period to initiate a return after your item is delivered to you.
To qualify for a return, ensure that your item is in the same state as when it was delivered, unused, with all tags attached, and contained in its original packaging. The original receipt or a purchase proof is a must.
Initiate your return by reaching out to us at [email protected]. Returns should be directed to this address: 52 Scarr St, Cloncurry QLD 4824, Australia.
Once your return request is approved, we’ll provide you with a shipping label and guide you on packaging and where to dispatch it. Any items returned to us without prior communication will be declined.
For inquiries about returns, connect with us at [email protected].
If you decide to cancel your order, ensure it’s done within 24 hours of its placement. Send us an email at [email protected], mentioning your order number and cancellation reason. Orders that are already processed or dispatched are beyond cancellation.
Damages & Concerns
Always check your order when you get it. If there are any issues like defects, damages, or wrong items, contact us promptly so we can address the problem.
Product Swaps
The most efficient way to swap an item is by returning your current one. Once your return is acknowledged, you can place a new order.
Precision in Address
Do confirm that the delivery address submitted at the time of payment is precise and thorough. Ortorex isn’t accountable for parcels that reach incorrect locations due to errors from the buyer. In situations where parcels are sent back because of wrong addresses, resending might incur added shipping charges.
Refunding Process
After receiving and inspecting your returned item, we’ll update you on the status of your refund. If it’s green-lit, the refund will reflect on your initial payment method within 10 working days. Understand that there might be delays with your bank or card issuer processing the refund. If it’s been over 15 business days since your return’s approval, get in touch with us at [email protected].
Do note: Items returned without prior notification won’t be processed.
