RETURNS AND REFUNDS

 

Order Cancellation

Immediate Cancellation: You can cancel your order up to 24 hours after purchase. If you change your mind within this period, please send an email to info@orthopulse.co.uk and provide your order number. We will cancel the order and refund the full amount upon receipt of your request. After 24 hours, cancellation is no longer possible as your order has already been shipped to our fulfillment center. Regardless of this, your statutory right of cancellation remains unaffected: You have the right to cancel your order within 14 days of receiving the goods without giving any reason. For more information, see our section Right of withdrawal.

Returns and Refunds

General Guidelines: We accept returns within 30 days of delivery. We ask that you include the original packaging, if possible, as this will facilitate safe return and prompt processing. Please contact us at info@orthopulse.co.uk with your order number and details of the items you wish to return before sending anything back. Your statutory right of withdrawal remains unaffected.

Change of Mind: If you change your mind about your purchase, you may return the item(s) within the 30-day return period. Please follow the general return procedure described above.

For Exchanges: We do not offer direct exchanges. If you wish to exchange an item for a different colour or size, please return the original item and place a new order for the desired item.

Incorrect Products: If you receive an incorrect item, please contact us within 5 days of delivery with your order number, a description of the incorrect item, and a photo as proof. We will provide you with instructions for returning the incorrect item and ensure that the correct item is sent to you at no additional cost.

Damaged/Defective Items Upon Arrival: If an item is damaged or defective upon receipt, please contact us within 5 days of delivery, if possible, with a photo or video clearly showing the problem, a brief description, and your order number. For defective items, we offer a free replacement as standard. If you still need to return the item, we will, of course, cover the return shipping costs. Your statutory warranty rights remain unaffected.

Manufacturing Faults or Breakage After Use (Warranty): Our products are guaranteed against manufacturing defects. This warranty does not cover damage caused by normal wear and tear, improper use, accidents, or misuse. Regardless of this, a statutory warranty applies for a period of two years from receipt of the goods. This also applies to defects that only become apparent after some time of normal use. If you suspect a manufacturing defect or discover a defect, please contact us at info@orthopulse.co.uk  with your order number and a description of the problem. We will then offer you a repair, replacement, or refund – of course, we will also cover the return shipping costs in this case. Normal signs of wear and tear do not generally constitute a defect. Your statutory warranty rights remain unaffected.

If the Order Never Arrives: If your order has not arrived, please note that claims for missing packages are only valid within 30 days of the confirmed delivery date, as indicated by the tracking number on the carrier's website. If the package is marked as "delivered" but you have not received it, please contact us immediately to assist with the investigation. An order that arrives more than 60 days late is considered lost. In such cases, we offer a full refund for all "lost orders." Please contact us at info@orthopulse.co.uk with your order number and details of the issue if you believe your order has been lost.

Time Frame for Returns: Returns are accepted within 30 days from the date of delivery.

Timing of Refunds: Once we have received and inspected your returned product(s), refunds will be made to the original payment method. Please allow up to 14 business days for the refund to appear on your statement.

Initiating a Return: To initiate a return, send us an email at info@orthopulse.co.uk with your order number and the details of the items you wish to return.

Required Documents: Include the original invoice or a note with your full name, email address, and order number in your return package. For damaged or defective items, send us an email with a photo or video clearly showing the problem.

Complete Steps to Initiate a Return/Refund:

  1. Email us at info@orthopulse.co.uk with your intention to make a return, including your order number and the reason for the return. Wait for the return approval and instructions from our team.
  2. Send your return to: Orthopulse, 51 Hameau des Boutons d’Or, 27180 Les Baux-Sainte-Croix, France. Do not send the purchase back to the manufacturer.
  3. Returns must be sent in a traceable manner. Provide us with the return number and keep your shipping proof.
  4. Once we receive and inspect your return, we will process your refund.

Please Note: Unless the item is faulty or damaged, you are responsible for return shipping costs. Return shipping is non-refundable in such cases. Please ensure the item is securely packaged to avoid damage during transit.

 

Trade Name: Orthopulse

Address: 51 Hameau des Boutons d’Or, 27180 Les Baux-Sainte-Croix, France

Phone: +33 6 36 54 88 45

Email: info@orthopulse.co.uk

(Available Monday to Friday from 9AM to 5PM)