Last updated: 28 July 2026
We want you to have enough time to decide whether Ortavio works for your everyday shoes and routine. This policy sits alongside any mandatory consumer rights that apply where you live.
You may request a return within 90 days after delivery of an eligible Ortavio product purchased directly from this store. Trying the product as intended does not by itself exclude it from the guarantee. Deliberate damage, misuse, unauthorised alterations and products purchased from another seller are excluded.
Start your request through our contact page or email srsoekha@gmail.com. Include your order number and reason for the return. We will provide the current return address and instructions. Items sent without contacting us first may be delayed or sent to the wrong location.
If you are an EU or EEA consumer, you generally have 14 days after receiving your order to withdraw from the purchase without giving a reason. Tell us clearly by email or through our contact page before the deadline. After notifying us, return the goods within 14 days.
For a statutory withdrawal, we refund the product price and the cost of our least expensive standard outbound delivery option. We may withhold the refund until we receive the goods or you provide evidence of return. You are responsible for the direct return cost unless we sent a wrong, damaged or defective item.
You may inspect the product as you would in a shop. You can be responsible for reduced value caused by handling beyond what is necessary to establish the product’s nature, characteristics and function. This does not limit the separate 90-day guarantee above.
Inspect your order after delivery. Contact us promptly if an item is damaged, defective or incorrect. Photos can help us resolve the problem faster, but they do not remove your statutory rights. Where a claim is accepted, we arrange an appropriate replacement, repair or refund and cover reasonable return costs.
For a different size, contact us before returning the product. Availability is not guaranteed. The fastest option can be a return followed by a new order.
Approved refunds are sent to the original payment method. Banks and payment providers can take an additional 5–10 business days to display the credit. If 15 business days have passed after our confirmation, contact us.
You may use this wording, although it is not mandatory:
To Ortavio: I hereby give notice that I withdraw from my contract of sale for the following goods: [product]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].
Email srsoekha@gmail.com or use our contact page.