Refund policy
90-day returns
If your order isn't right for you, you can return it within 90 days of delivery for a refund.
To be eligible, the item must be in its original condition, unworn or unused, with tags attached where applicable, and in its original packaging. You'll need your order number or proof of purchase.
How to start a return
- Email
support@orthoviahealth.com with your order number and the reason for return - We'll reply within 24 hours with return instructions and the return address
- Ship the item back and send us the tracking number
Please don't ship anything back before contacting us. Returns sent without prior approval can't be processed or refunded.
Return shipping cost
You're responsible for return shipping unless the item arrived damaged, defective, or was not what you ordered — in those cases we cover it.
We recommend using a trackable service. We can't issue a refund for a return we never receive.
Refund timeline
Once your return arrives, we inspect it and email you the outcome within 3 business days.
Approved refunds go back to your original payment method. Your bank or card issuer typically takes a further 5–10 business days to post the funds — this part is outside our control.
Original shipping costs are non-refundable except where the return is our fault.
Damaged, defective, or wrong items
Check your order as soon as it arrives. If anything is damaged, defective, or incorrect, email [SUPPORT EMAIL] within 7 days of delivery with:
- Your order number
- Photos of the item and its packaging
- A short description of the problem
We'll send a replacement or issue a full refund, including shipping. You won't need to pay return shipping.
Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order for what you want. This avoids waiting for the return to arrive before your replacement ships.
If you need a different size, email us — we'll walk you through it.
Items we can't accept
- Items returned more than 30 days after delivery
- Items that have been worn, washed, or used beyond trying them on
- Items missing original packaging, tags, or parts
- Items damaged after delivery through misuse
- Gift cards and clearance items marked final sale
Cancelling an order
Email support@orthoviahealth.com as soon as possible. If your order hasn't entered processing, we'll cancel it and refund you in full. Once an order has shipped it can't be cancelled — you'll need to use the standard return process instead.
EU cooling-off period
Customers in the European Union have the right to cancel or return an order within 14 days of delivery for any reason, without justification. Our 30-day policy above is more generous and applies instead.
Questions
Email support@orthoviahealth.com. We reply within 24 hours, Monday to Friday, 9am–5pm EST.