At OrthoSole, we are committed to providing a clear, fair, and reliable returns and exchanges process. Please review the policy below before submitting a request.
Exchanges
You may request an exchange within 14 days from the date you receive your order.
If the exchange is requested due to an incorrect size selection by the customer, the customer is responsible for the return shipping cost. Once the returned item is received and approved, OrthoSole will ship the replacement item free of charge.
Return Conditions
To be eligible for a return or exchange, all of the following conditions must be met:
- The item must be new, unused, and unworn
- The item must be returned in its original packaging
- All original tags, accessories, and inserts must be included
- The product must show no signs of wear, damage, or use
Items that do not meet these conditions may be rejected and returned to the customer.
Non-Returnable Items
For hygiene and quality assurance reasons, items that have been worn, washed, altered, or used in any way are not eligible for return or exchange.
How to Request a Return or Exchange
To initiate a return or exchange request, please contact our customer support team within the 14-day period with your order number and reason for the request.
📧 Email: contact.orthosole@gmail.com
Once your request is approved, we will provide you with return instructions. Returns sent without prior approval may not be accepted.
Inspection & Processing
All returned items are inspected upon arrival. If approved, exchanges will be processed within a reasonable timeframe, subject to product availability.
Shipping Responsibility
- Customer mistake (size/order selection): customer pays return shipping
- Approved exchange shipment: OrthoSole ships the replacement item free of charge
Additional Notes
OrthoSole reserves the right to refuse returns or exchanges that do not comply with this policy. This policy applies only to purchases made directly through the official OrthoSole website.
We recommend using a trackable shipping method for returns, as OrthoSole is not responsible for items lost during return transit.
Policy Updates: OrthoSole may update this Returns & Exchanges Policy from time to time. Any changes will be posted on this page and will apply to future orders.