Rücksendungen und Rückerstattungen

At Orthonis, we are committed to providing products that effectively support your pain relief. We stand behind the quality of our products and recommend using them for at least 14 days before considering a return.

If, after 14 days and within our 90-day money-back guarantee, you are not satisfied with your purchase for any reason, please contact us at contact@orthonis.co. To speed up the process, include your name and order number in your email.

Once we receive your returned item, it will be inspected within 2 business days. If the item is in good condition, we will issue a refund.

Please make sure your return package includes a note with your order number and the email address used for the purchase.

Customers are responsible for returning items properly to our return address. Returns must only be made after contacting our support team and receiving instructions.

If a customer refuses delivery or fails to collect the parcel from the pickup point after being notified by the courier, they are considered in default of acceptance and are not eligible for a refund. Couriers hold packages for a limited time. After that, the package is marked as “return to sender” and may be destroyed. In such cases, no refund will be issued.

How do I return an item?

Please follow the instructions provided in the email you receive after submitting your return request.

Customers are responsible for return shipping costs. We do not provide return labels.

Do not return any product without contacting our support team first.

If your return crosses international borders (e.g. to Austria), additional shipping costs may apply.

Cancelled Orders

Once an order is placed, cancellation is not guaranteed, as it may already be processed in our shipping system.

If your order has already been shipped, please wait for delivery and then arrange a return with our support team.

If a customer refuses delivery, the package may be destroyed by the courier, and no refund can be issued.

Lost or Stolen Orders

If you purchased shipping insurance (or lifetime protection), we will issue a replacement for items lost or stolen during transit.

If no insurance was purchased, we recommend contacting your local postal service or courier to report the issue. We cannot guarantee a refund or replacement for lost or stolen items without insurance.

Damaged Items

We carefully package all products to prevent damage during shipping.

An item is considered damaged if it is defective or physically broken. Damaged packaging (e.g. dented boxes) does not count as damage if the product inside is intact.

If your item arrives damaged, please contact us within 72 hours of delivery at contact@orthonis.co and include a clear photo of the damage. We will review your case and determine if you are eligible for a replacement.

We do not offer refunds or replacements for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

While we aim to deliver orders on time, we are not responsible for delays caused by couriers, customs, or other external factors.

If you experience delivery issues, please contact the courier directly.

We are not responsible for lost, stolen, or delayed packages.

Additional shipping services such as priority shipping or shipping insurance are non-refundable.

Incorrect or Incomplete Address

It is the customer’s responsibility to provide a correct shipping address at checkout.

If the address is incorrect and we are not notified within 24 hours of placing the order, you are not eligible for reshipment or refund.

If a package is returned or destroyed due to an incorrect or incomplete address, no refund will be issued.

Policy Updates

We reserve the right to update or modify this return policy at any time.

Thank you for choosing Orthonis. We appreciate your trust and look forward to helping you improve your comfort and quality of life.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.