Last updated: 31 July 2026
We want you to be able to assess Ortavio insoles properly. This policy explains both your statutory rights and Ortavio’s additional 90-day money-back guarantee. The guarantee is voluntary and never limits rights you have under applicable consumer law.
If you are a consumer in the European Union or European Economic Area, you generally have 14 days from the day you, or a person designated by you, receives the goods to withdraw from the purchase without giving a reason.
Send a clear withdrawal statement before the deadline to support@ortavio.co or through our contact page. After notifying us, send the goods back within 14 days. We will give you the correct return instructions and return address.
For a statutory withdrawal, you pay the direct cost of returning the goods unless we supplied a wrong, damaged or defective item. We refund the purchase price and the cost of our least expensive standard outbound delivery method. Any surcharge for a more expensive delivery option is not refundable. We may wait until the goods arrive or until you provide proof of return, whichever occurs first.
You may handle and inspect the product as you would in a shop. You can be liable for loss of value caused by handling beyond what is necessary to establish the product’s nature, characteristics and function.
In addition to the statutory withdrawal period, eligible Ortavio insoles bought directly from Ortavio.co may be returned within 90 days after delivery. Normal, careful testing in your shoes does not by itself exclude the product from this guarantee.
Before returning anything, email us with your order number and the reason for the return. Products must be returned with all parts reasonably available. The guarantee does not cover deliberate damage, improper use, unauthorised alterations, loss, or products bought from another seller.
Under this voluntary guarantee, we refund the product purchase price. Original premium-delivery surcharges and return costs are not refunded unless mandatory law requires otherwise. Your statutory rights remain fully intact.
Check your order after delivery. If an item is damaged, defective or incorrect, contact us promptly. Include your order number and, where useful, clear photos. Photos help us assess the case but are not a condition that removes your legal rights.
For a valid conformity claim, we provide the remedy required by applicable law, such as repair, replacement, a price reduction or refund. We cover reasonable return costs for accepted claims. Consumers in the EU have a minimum two-year legal guarantee for goods that do not conform to the contract.
Contact us before returning an item for a different size. Exchange availability cannot be guaranteed. In some cases, the fastest solution is to return the original order and place a new one.
Do not send parcels to the business address without return instructions. Parcels returned without identification can be delayed. Refusing delivery or providing an incomplete address does not automatically count as a valid withdrawal statement. Additional costs caused by an incorrect address or unjustified refusal may be deducted where the law permits.
Approved refunds are made to the original payment method. After we issue the refund, your bank or payment provider may need 5–10 business days to display it. Contact us if 15 business days have passed since our refund confirmation.
You may use the text below, but it is not mandatory:
To STACK COMPANY, trading as Ortavio: I hereby withdraw from the contract concluded by me for the purchase of the following goods: [product]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].
We aim to answer complaints within a reasonable period. Nothing in this policy removes rights that cannot legally be excluded.
STACK COMPANY, trading as Ortavio