Refund policy
Returns
Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless you have purchased a lifetime warranty for the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 90 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Only the product purchase price will be refunded. Any amount paid for shipping, insurance or warranty does not qualify for a refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop.ojs@gmail.com.
Shipping
To return your product, you should mail your product to: Ortho Joint Support, 19 Wiseley Road, AUK, Hobsonville 0618, New Zealand
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Lifetime Warranty
A lifetime warranty on products is available to purchase. This allows for a no questions asked return and refund on the selected product at any time. The 90 day rule does not apply.
Insurance
If you have purchased the 1st class tracked shipping with insurance options and for some reason the product fails to reach you or arrives damaged, you can start the claim process by contacting us. You have 90 days to initiate a claim from delivery or 100 days if you fail to receive delivery of your product (Whichever is applicable).