Returns & Refunds Policy

Thank you for shopping at Orthexa. We strive to ensure you are completely satisfied with your purchase. If, for any reason, you wish to return or exchange a product, please review the following guidelines.

30-Day Refund Policy

We offer a 30-day refund to any customer who is not satisfied with their purchased product.

If 30 days have passed since your purchased item was delivered, we cannot offer you a refund or exchange.

To complete your return, we require a receipt or proof of purchase.

Acceptable State of Returned Products

The item must be returned in its original condition and unused to qualify for a full refund.

Partial Refunds (if applicable)

Partial refunds may be granted for:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

Return Process

  1. Before returning your product, please contact us at [email protected] to discuss exact delivery details.
  2. We have multiple warehouses around the EU; your return address will depend on where you are shipping from.
  3. You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. We cannot accept any shipments sent with payment due upon delivery.
  4. Delivery times for exchanges may vary, depending on your location.

Refunds (if applicable)

Inspection & Notification

Once your return is received, we will inspect it and notify you via email. We will inform you of the approval or rejection of your refund.

Processing Time

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days.

If you paid with cash on delivery, please include your full bank account details so we can deposit the refund accordingly.

Late or Missing Refunds

First, check your bank account again.

Then contact your credit card company; it may take time before your refund is officially posted.

Next, contact your bank. There is often processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at [email protected].

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at [email protected].

Right of Supplier to Withdraw from the Contract

(per Slovenian Code of Obligations, Article 46)

In the event of an obvious error, the supplier has the right to withdraw from the contract if there is any essential defect of the product or any significant mistake or misinformation that would typically be decisive in commerce or for the intent of the parties. This also includes obvious pricing errors.

Claiming Compensation for Damaged Shipments

Immediate Notification

If you receive a parcel with visible signs of damage or if any ordered items are missing, please notify us immediately.

Send photos of the damaged parcel to [email protected].

Preserving the Package

After receiving a damaged shipment, do not discard any parts of the original packaging.

Keep the package in the state you received it.

If you notice missing items, leave all received contents in the package. Delivery services check for missing items by measuring the weight of the package.

Initiating a Claim

We will initiate a compensation process with the shipping provider once you inform us of a damaged or missing-content shipment.

A courier or representative may be sent to you to fill out a Damage Report, which you must sign.

Replacement of Damaged or Missing Items

If your product was damaged in transit or not delivered in the package, once we receive all the necessary documentation, we will send you a new item.

Refusing Delivery

If the parcel shows visible signs of external damage, you may refuse delivery.
In this case, please email us at [email protected] with the reason for refusal.

We will then take the appropriate steps and ship you a new package.

Returns of Products with Quantity Discounts

Full Refund Requirements

If you return products purchased with a quantity discount and want a full refund, all products must be returned.

If you do not return all products, you may keep the products you did not return only at the full price (without the quantity discount) available in our online store.

Warranty Claims

In case of a warranty claim, you have the right to exchange individual items or the entire order that you received under a quantity discount.

If you have any questions or concerns regarding our Returns & Refunds Policy, please contact us at [email protected]. We are here to help!