RETURNS AND REFUNDS

Order Cancellation

Immediate Cancellation: You can cancel your order up to 24 hours after purchase. If you change your mind within this period, please send an email to info@orthocomfort.co.nz and provide your order number. We will cancel the order and refund the full amount upon receipt of your request. After 24 hours, we may not be able to stop the order once it has entered fulfilment. Your rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected. You may return items within 30 days of receipt in accordance with our Refunds Policy.

Returns and Refunds

General Guidelines: We accept returns within 30 days of delivery. We ask that you include the original packaging, if possible, as this will facilitate safe return and prompt processing. Please contact us at info@orthocomfort.co.nz with your order number and details of the items you wish to return before sending anything back. Your rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected.

Change of Mind: If you change your mind about your purchase, you may return the item(s) within the 30-day return period. Please follow the general return procedure described above.

For Exchanges: We do not offer direct exchanges. If you wish to exchange an item for a different colour or size, please return the original item and place a new order for the desired item.

Incorrect Products: If you receive an incorrect item, please contact us as soon as possible (ideally within 5 days of delivery) with your order number, a description of the incorrect item, and a photo as proof. We will provide you with instructions for returning the incorrect item and ensure that the correct item is sent to you at no additional cost.

Damaged/Defective Items Upon Arrival: If an item is damaged or defective upon receipt, please contact us as soon as possible (ideally within 5 days of delivery), with a photo or video clearly showing the problem, a brief description, and your order number. For defective items, we offer a free replacement as standard. If you still need to return the item, we will, of course, cover the return shipping costs. Your rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected.

Manufacturing Faults or Breakage After Use (Warranty): Our products are guaranteed against manufacturing defects. This warranty does not cover damage caused by normal wear and tear, improper use, accidents, or misuse. Under the New Zealand Consumer Guarantees Act 1993, our products must be of acceptable quality and fit for purpose. Where a manufacturing defect exists, you are entitled to a repair, replacement, or refund depending on the nature and severity of the fault, without a fixed time limit.

If you suspect a manufacturing defect or discover a defect, please contact us at info@orthocomfort.co.nz with your order number and a description of the problem. We will then offer you a repair, replacement, or refund – of course, we will also cover the return shipping costs in this case. Normal signs of wear and tear do not generally constitute a defect. Your rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected.

If the Order Never Arrives: If your order has not arrived, we ask that you report missing packages as soon as possible. As a guideline, please notify us within 30 days of the expected delivery date to allow us to investigate with the carrier. This timeframe applies to our internal investigation process only and does not limit your statutory rights under the New Zealand Consumer Guarantees Act 1993.

If the package is marked as "delivered" but you have not received it, please contact us immediately to assist with the investigation. An order that arrives more than 60 days late is considered lost. In such cases, we offer a full refund for all "lost orders." Please contact us at info@orthocomfort.co.nz with your order number and details of the issue if you believe your order has been lost.

Time Frame for Returns: Returns are accepted within 30 days from the date of delivery.

Timing of Refunds: Once we have received and inspected your returned product(s), refunds will be made to the original payment method. Please allow up to 14 business days for the refund to appear on your statement.

Initiating a Return: To initiate a return, send us an email at info@orthocomfort.co.nz with your order number and the details of the items you wish to return.

Required Documents: Include the original invoice or a note with your full name, email address, and order number in your return package. For damaged or defective items, send us an email with a photo or video clearly showing the problem.

Complete Steps to Initiate a Return/Refund

Contact us first (required)
Email us at info@orthocomfort.co.nz with:

your order number
the item(s) you wish to return
the reason for the return

We’ll reply with a Return Authorization Number (RAN) and step-by-step instructions (including the correct return address).

Send the return to our returns centre (returns only)
Once you receive your RAN, send your parcel to:

Send Returns To :
OrthoComfort – Returns (RAN requested)
Sepapaja tn 6, 15551 Tallinn
Estonia

Important: This address is for returns processing only. Please do not send items to the manufacturer.

Use tracked shipping
Returns must be sent using a traceable service. Keep your proof of postage.
Inspection & refund
Once we receive and inspect your return, we will issue your refund to the original payment method (typically up to 14 business days).

Please note: Unless the item is faulty, defective or incorrect, return shipping costs are the customer’s responsibility and are non-refundable.

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Order Cancellation

Returns and Refunds

Complete Steps to Initiate a Return/Refund

Company Information