At Orthava, customer satisfaction is a priority.

We offer a 30-day return policy on all eligible items.

If you are not satisfied with your purchase, you can request a return within 30 days of receiving your order, subject to the conditions set out below.

How to request a return

To submit a return request, please contact our customer service team with the following information:

Order number	Required to identify your purchase
Reason for the return	Explain clearly why you are making the request
Photos of the product and the packaging	Required if the item is damaged, defective or incorrect

Customer service

Email: contact@orthava.com

Our team will review your request and send you its approval along with the return instructions.

Every return must be approved by our customer service team before it is shipped.

Return method

Once your return request is approved:

1. Packaging	Pack the item carefully, in its original packaging if possible
2. Identification	Include your order number in the parcel
3. Shipping	Send the return with a tracked delivery service

Return shipping costs are paid by the customer, unless the item you received is damaged, defective or incorrect.

Orthava cannot be held responsible for parcels lost on the way back without a valid tracking number.

Return address

Approved returns must be sent to the address given by our customer service team when the return is approved.

Do not send any item back before you have received approval.

Return eligibility conditions

To be eligible for a return, the item must meet the following conditions:

• The item must be unused and in the same condition as when you received it

• All original tags must still be attached

• The item must be returned in its original packaging whenever possible

• Proof of purchase must be provided (order number or confirmation email)

Items that show signs of use or washing, that are damaged by misuse, or that are incomplete may not be eligible for a refund.

Return shipping costs

Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect.

We recommend that you use a tracked shipping method, because Orthava cannot be held responsible for parcels lost during return transit.

Refunds

Once your return has been received and inspected, we will let you know whether your refund is accepted or declined.

If your request is approved:

Refund method	The refund is issued to your original payment method
Processing time	Allow 5 to 10 business days, depending on your bank or payment provider

Damaged, defective or incorrect items

If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery and include:

• Your order number

• A description of the problem

• Photos of the product and the packaging

Our team will review your case and arrange a replacement or a refund if the problem is confirmed.

Order cancellation

Orders are processed within 1 to 2 business days.

You can request a cancellation or a change within 24 hours of placing your order.

After that, the order may already have been processed or shipped and can no longer be changed.

Lost parcels

Standard delivery takes 5 to 10 business days after your order has shipped.

If your parcel has not arrived within 30 days of being shipped, please contact our customer service team.

We will open an investigation with the carrier and work with you to resolve the situation.

Return policy abuse

Orthava reserves the right to refuse a return or a refund in cases of return policy abuse, fraudulent claims or repeated misuse of the return system.

Last updated: September 17, 2026