Return & Exchanges

1. Contact Customer Service

To request a return or exchange, email info@ortho-relieve.com with:

  • Your order number
  • A brief explanation of your reason for return or exchange
  • Clear photos of the item (if applicable)

Note: Requests must be submitted within 30 days of receiving your order. Requests submitted after this period will not be accepted.

2. Receive Return Instructions

If your request is approved, our customer service team will provide:

  • The correct return address
  • Step-by-step instructions for completing your return or exchange

Important: Do not send items to the address on the parcel. Unauthorized returns will not be processed.

3. Prepare Your Return

All items must meet the following criteria:

  • Unworn, unwashed, and undamaged
  • Include original packaging and intact tags

Items with missing/damaged tags, visible wear, or signs of use will not be accepted unless clearly proven to have arrived in that condition. Ortho Relieve reserves the right to determine if items are in original, resellable condition.

4. Ship the Item

  • Use the return address provided by our team
  • Return shipping is the customer’s responsibility, unless the return is due to a dispatch error or quality issue
  • We do not accept Freight To Collect (FTC) shipments
  • Standard return shipping fee: £30 GBP / $30 USD (non-refundable unless due to seller error)

5. Inspection & Notification

Upon receiving the returned item, we will:

  • Inspect it for compliance (may take up to 2 weeks)
  • Notify you of the result and next steps via email

Returns failing inspection due to damage, wear, or missing labels will not be refunded or exchanged.

6. Refund or Exchange Processing

  • Approved refunds are processed back to your original payment method within 5–7 business days after inspection
  • The total return process may take up to 30 days
  • If you haven’t received your refund within 10 business days after confirmation, please contact your bank before reaching out to us

 

Cancelling Your Order

  • Email info@ortho-relieve.com within 2 hours of placing your order
  • If the order hasn’t shipped, it will be fully refunded
  • If already shipped, cancellation is not possible

 

Account & Billing Information

To process orders efficiently, please ensure your account details are current:

  • A valid email address
  • Up-to-date payment info (e.g., card number, expiration)
  • A correct shipping address

We reserve the right to limit or cancel orders. If your order is changed or cancelled, you’ll be notified via the contact details provided.

 

Additional Information

  • Return Eligibility: Submit requests within 30 days of delivery
  • Processing Time: Returns and refunds may take up to 30 days in total
  • Refund Timeline: Up to 30 days from return initiation
  • Shipping Costs: Customer pays for returns due to personal reasons; Ortho Relieve covers cost for seller errors
  • Unauthorized Returns: Items returned without prior approval will not be accepted
  • No FTC Shipments: Freight To Collect returns are not accepted

 

Sizing Assistance

For sizing help, consult our Size Measurement Guide and email us your measurements for personalized advice before initiating a return or exchange.

 

Return Address (Provided Upon Approval)

Name: Tang Hanpen
Zhanrun 603 Room, International Building
Longguan East Road, Longhua District
Shenzhen, Guangdong, China, 518110
Phone: +86 159 1658 6586