RETURN POLICY

24 September 2024

 

At Ortnix.com, we strive to ensure that our customers are satisfied with their purchases. This Return Policy outlines the conditions and process for returning products purchased from our Website. By making a purchase, you agree to the terms of this Return Policy.

Eligibility for Refunds

  • 14-Day Return Window: You have 14 days from the date of purchase to return your item for a full refund. After this period, we cannot accept returns.
  • Condition of Items: To be eligible for a refund, the item must be unused, in the same condition that you received it, and in its original packaging. Products that are damaged, used, or missing parts may not qualify for a return.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

Non-Returnable Items
Certain items cannot be returned, including:

  • Items marked as final sale or non-returnable.
  • Health and personal care items (for hygiene reasons)
  • Health and hygiene products that have been opened (e.g., supports, braces, pillows).

Process for Return

  • Initiate a Return: Contact our customer service team at info@ortnix.com to initiate a return. Please provide your order number and reason for return.
  • Return Authorization: Once your return is approved, you will receive a Return Authorization Number (RAN) and instructions on how to return your item.
  • Ship Your Item: Pack your item securely, including all original packaging and accessories. Clearly write the RAN on the outside of the package. Ship the item to the address provided by our customer service team.
  • Inspection: Upon receiving your return, we will inspect the item and notify you.

Refunds
Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

  • Approved Refunds:
    If your return is approved, a refund will be issued to your original payment method within 7-10 business days. Please note that depending on your payment provider, it may take additional time for the funds to appear in your account.
  • Partial Refunds:
    In some cases, partial refunds may be granted for returned items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
  • Non-Refundable Items:
    Shipping costs and any customs fees or duties paid at the time of purchase are non-refundable.

Defective or Incorrect Products
If you receive a defective product or an item that does not match your order, please contact us at info@ortnix.com. We will arrange for a return and offer one of the following options:

  • A replacement of the same item.
  • A full refund, including shipping costs.

Exchanges
We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item and place a new order for the desired product.

Return Shipping Costs

  • Customer Responsibility:
    Return shipping costs are the responsibility of the customer, unless the return is due to a product defect or an error on our part.
  • Trackable Shipping:
    We recommend using a trackable shipping service to ensure that the return reaches us safely. We are not responsible for returned items that are lost or damaged during shipping.

Contact Information
If you have any questions regarding these terms and conditions, please contact us at:

DORFEX LTD
Registered Office: 85 Great Portland Street, First Floor, London, England, W1W 7LT
Email: info@ortnix.com

By making a purchase on Ortnix.com, you acknowledge that you have read, understood, and agreed to this Return Policy.