Politique de remboursement

We offer a 30-day return policy, which means you have 30 days after receiving your item bought online to request a return (Terms and Conditions apply):

Eligibility

To be eligible for a return, your item must be in the same condition you received it:

• Unworn and unused
• With tags attached
• In the original packaging
• Accompanied by a receipt or proof of purchase

Items with missing components from the original packaging will not be eligible for a refund. 

How to Start a Return

To begin a return, contact us at info@orthaura.com. If your return is accepted, we’ll send you a prepaid return shipping label and instructions on how and where to send your package.

Please note: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and make it right.

Exceptions / Non-Returnable Items

• Insoles that show excessive wear, damage, or alterations
• Final sale, clearance, or promotional deal items (including bundles and discounts)
• Gift cards
• Exchanges

If you received a defective or incorrect item, we will replace it at no extra cost.

Pop-Up stores and Trade shows

Please note that refund eligibility differs for purchases made at our pop-up stores and trade shows.

We offer a free trial at these events, allowing you to try the product before purchasing, often at a discounted price. Because of this, we do not offer refunds for change of mind on purchases.

This does not affect your statutory rights. You are still entitled to a refund or replacement if the product is faulty or not as described.

EU & North America Cooling-Off Period

If your order is being shipped into the European Union or North America, you have the right to cancel or return your order within 14 days. Items must meet the same eligibility requirements listed above. Return cost from the EU or North America will not be covered by the company. 

Note: Products purchased as part of a special deal, promotion, or bundle remain final sale and are not eligible for refund under this policy.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection. If approved, a refund will be processed to your original payment method within 10 business days.
Please allow extra time for your bank or card issuer to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@orthaura.com