Returns & Refunds

Your Rights to Cancel & Return

• If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• To cancel your order, you must notify us in writing (by email or post) within 14 days of receiving the goods. You then have 14 days to return the goods once we have been notified.
• We will accept returns of faulty items, which may be returned within 6 months of purchase.
• We will issue a refund within 14 days of receiving the returned goods, using the same payment method you originally used. If the item is returned due to a change of mind, we will refund the product cost, but not any upgraded shipping fees.
• You are responsible for return postage costs unless the item is faulty or incorrect.

How to Initiate a Return

1. To start a return, please contact us at info@orthoped.co.uk with the following details:

   • Your order number
   • The product name
   • The reason for return
   • Whether you prefer a refund or replacement
2. We will respond within 5 business days with return instructions.

Return Shipping Costs & Process

• If you are returning an item because you changed your mind, you are responsible for return postage costs. We recommend using a tracked service, as we are not responsible for lost or damaged returns.
• If your item is faulty, damaged, or incorrect, we will cover the cost of return shipping and provide a prepaid return label.

Condition of Returned Items

• Returned items must be:

  • Unused and in their original packaging
  • Free from damage or signs of wear
  • With all included accessories, manuals, and labels
• Due to hygiene and safety regulations, orthopaedic products that come into direct contact with the skin, such as braces, supports, and insoles, cannot be returned once opened, used, or removed from their sealed packaging. If an item is non-returnable for hygiene reasons, this will be clearly stated on the product page. If you are unsure whether your item qualifies for return, please contact us before opening the packaging.
• Some of our products may be classified as medical devices under UK regulations. These items are intended for general orthopaedic support and should not be considered a substitute for medical advice. If you have a medical condition, we recommend consulting a healthcare professional before purchasing.
• Products subject to UK regulatory standards (such as UKCA or MHRA marking) will have compliance details available on the product page.

Refunds & Processing Time

• Refunds will be issued to the original payment method.
• Once we receive and inspect your return, we will process the refund within 5 business days. Depending on your payment provider, it may take an additional 3-5 business days for the funds to appear in your account.

Exchanges

• We do not offer direct exchanges. If you wish to exchange your OrthoPed splint, please return it for a refund and place a new order.
• All re-purchases are subject to stock availability.

Faulty or Incorrect Items

• If your item is faulty, damaged, or incorrect, you must notify us within 14 days of receiving the order.
• For medical and orthopaedic products, please do not use the item if it appears faulty. We will provide instructions on how to safely return or dispose of defective items.
• We will arrange for a replacement or full refund, including shipping costs, at no charge to you.

Legal Compliance

• This Returns & Refunds Policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
• Your statutory rights remain unaffected.