Please remember that to process a return, the product must be in perfect condition and within 30 calendar days from the delivery of the order. Once the product arrives at our warehouses, it will be examined by the quality department and the refund will be issued using the same payment method used for the purchase. This process may take several days; we appreciate your understanding. Please remember the importance of returning the product properly packaged to avoid possible damage during transport.
Returns Policy
We will arrange the transport service on your behalf. The customer may drop off the item to be returned at the nearest Post Office. We will send you the return label by email, which must be printed or shown at the Post Office. This service has a cost of £10, except for bulky products such as wheelchairs, walkers, crutches and products of similar volume, which have a cost of £20. Naturally, our company will assume responsibility for any incidents that may occur during transport. Once the goods arrive at our warehouses, they will be examined and the refund will be processed, deducting the cost of the return service. To process a return, please contact us by sending an email to support@ortoprime.com, indicating your order number and the products you wish to return.
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OrtoPrime reserves the right to modify the return costs of certain products due to their volume, weight or special handling requirements, such as adjustable beds, patient hoists, electric wheelchairs and similar products. In any case, the customer’s right of withdrawal will always be respected in accordance with current regulations.
The CUSTOMER may not exercise the right of withdrawal in cases provided for by law, in particular: products made to the customer’s specifications or clearly personalised; sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery; and products which may deteriorate or expire rapidly.
Returns due to transport damage: Returns for damage occurred during transport are accepted within 48 hours of receiving the product. We will arrange the collection of the goods. Once they arrive at our warehouses, they will be examined and the refund will be processed. Please remember to note the damage on the delivery document.
Returns due to product defects: In the event of a return due to a product defect, it is necessary to send photos of the internal and external packaging, the product batch number and the damaged part of the product. Returns will not be accepted for products that have been used and removed from their original packaging and that involve strict hygiene requirements, such as anti-bedsore mattresses or anti-bedsore cushions.
For returns from islands and remote areas, the cost of the return will be borne by the customer.
- You will receive your refund within a maximum of 14 days from the receipt of the goods at our warehouses. Please note that if payment was made by credit card, your bank may not display the refunded amount on your balance until the following month.