Returns and Refunds

 

Orthotal Return Policy

 

At Orthotal, our mission is to help you live pain-free with effective, high-quality support products.

We stand by the quality of our solutions and recommend using them for at least 14 days before considering a return, as most customers experience relief within that time.

If, after 14 days, you are still not satisfied with your purchase and are within our 90-day money-back guarantee, please contact us at info@orthotal.com.

To speed up the process, include your full name and order number in your message.

 

 

Return Inspection & Refunds

 

Once we receive your return, we will inspect the item for damage within 2 business days.

If it is in perfect condition, your refund will be processed immediately.

Please include a note inside the package with your order number and the email address used for your purchase to ensure correct identification.

Customers are responsible for properly returning the goods to our official return address, only after consulting with our support team.

 

 

Return Address

 

Enco Solutions GmbH

Helene-Richter-Gasse 6/35

1210 Vienna, Austria


⚠️ Do not return any product without prior registration.
Before sending your return, email info@orthotal.com with your order number so we can register it and protect it from loss in transit.

 

 

Return Shipping Costs

 

Customers are responsible for return shipping and its associated costs.

We do not provide prepaid labels.

If your return crosses a national border (e.g., to Austria), additional postage fees may apply.

 

 

Unaccepted or Uncollected Orders

 

If you refuse delivery or fail to collect your parcel after being notified by the courier, the package will be marked as “Return to Sender.”

Since couriers do not cover these return costs, such parcels are disposed of, and no refund can be issued.

 

 

Order Cancellations

 

Order cancellations are not guaranteed once an order has entered the shipping process.

Please contact us within 24 hours of placing your order to request a cancellation.

If your order has already been shipped, please wait for it to arrive and then send it back to us after coordinating with our support team.

If the delivery is refused, the courier may dispose of the parcel, and a refund cannot be issued.

 

 

Lost or Stolen Orders

 

  • With Lifetime Warranty / Shipping Insurance:

    If you purchased our protection plan, we will send a free replacement immediately for lost or stolen packages.

  • Without Shipping Insurance:

    Please contact your local post office or delivery provider to file a report.

    Unfortunately, we cannot guarantee a full refund or replacement for uninsured lost or stolen items.

 

 

Damaged Items

 

Our products are carefully packed to avoid damage during shipping.

An item is considered “damaged” only if it arrives defective or physically broken.

Minor packaging issues (e.g., a dented box) are not considered product damage.


If your item arrives damaged, please notify us within 72 hours of delivery by emailing info@orthotal.com with clear photos of the damage.

We will review your case and, if eligible, provide a free replacement.


Please note:

We do not refund or replace items damaged due to normal wear, misuse, or improper handling.

 

 

Shipping & Delivery Disclaimer

 

While we always aim to deliver your order promptly, Orthotal cannot be held responsible for delays caused by courier issues, customs checks, or other external factors.

For delivery problems, please first contact your courier directly.


We are not liable for lost, stolen, or delayed packages, and priority shipping or insurance fees are non-refundable.

 

 

Incorrect or Incomplete Shipping Address

 

Customers are responsible for providing a correct and complete address at checkout.

If the address is incorrect and we are not informed within 24 hours, the customer forfeits any right to a refund or replacement.


If a parcel is marked as “Return to Sender” due to an invalid address, the courier may destroy the package, and we cannot issue a refund.

 

Policy Updates

 

Orthotal reserves the right to modify this return policy at any time without prior notice.

 

 

Thank you for choosing Orthotal.

We truly appreciate your trust and look forward to helping you reduce pain and improve your quality of life.

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