Returns and Refunds
ㅤㅤㅤㅤ
How to Request an Exchange/Return – Portugal and Spain
1. Requesting an Exchange or Return
Submit your request through the official Loja Ortopédica® platform: Exchanges and Returns
If you did not create an account at checkout, register using the same email used for the purchase to access the platform. Alternatively, you may send your request by email to [email protected], or via telephone or WhatsApp.
Without prior contact, we cannot guarantee the correct reception and processing of your request.
Products must be returned in their original condition, without signs of use, accompanied by the invoice, and inside the original packaging in perfect condition.
Items That Cannot Be Exchanged or Returned:
a. Products made to the consumer’s specifications or clearly personalized;
b. Products that by nature cannot be returned or are liable to deteriorate or expire quickly;
c. Sealed products that, for health or hygiene reasons, cannot be returned once opened;
d. Products that, after delivery, become inseparably mixed with other items due to their nature.
■ Products Showing Improper Use
Returns will not be accepted for items showing signs of use, wear, damage caused by misuse (such as drops, contact with liquids or humidity), or any alteration compromising resale as new.
Returns of products with damaged packaging, opened wrappers or broken safety seals will not be accepted, without prejudice to legal warranty rights.
■ Personal, Intimate, or Hygienic Products
Personal and intimate products, such as lingerie briefs, cannot be returned or exchanged.
Items such as bras, socks, tights, swimsuits, and similar articles must be returned without any signs of use and in their original packaging.
Swimwear must retain the original hygienic protection seal intact.
Payment of Return and Collection Costs:
Unless the return is due to an error by Loja Ortopédica®, a manufacturing defect, or an order mistake, return shipping costs are borne by the customer and vary according to the chosen method:
• Option 1 – Collection scheduled by Loja Ortopédica via MRW:
Cost from €5, depending on weight. We will send a payment link, which must be paid beforehand and proof of payment provided.
• Option 2 – Drop-off at a CTT Point:
Cost from €5, depending on weight. A payment link will be sent, which must be paid beforehand and proof of payment provided.
• Option 3 – Customer’s Own Shipment:
The customer may return the product using a carrier of their choice (variable cost paid directly at shipment);
Quality Control and Refund:
After receiving and inspecting the item in our facilities, a refund corresponding to the product value will be issued within up to 14 working days, provided eligibility requirements are met.
Initial shipping costs are non-refundable.
For payments made via Multibanco or Bank Transfer, an IBAN must be provided.
For MBWay, PayPal, or Credit Card payments, the refund will be processed directly through the corresponding platform.
We will use the same payment method as the purchase, unless otherwise agreed.
Loja Ortopédica® may withhold the refund until the goods are received or proof of shipment is provided (whichever occurs first).
How to Request an Exchange/Return – Other Countries
1. Requesting an Exchange or Return
Submit your request through the official Loja Ortopédica® platform: Exchanges and Returns
If you did not create an account at checkout, register using the same email used for the purchase to access the platform. Alternatively, you may send your request by email to [email protected], or via telephone or WhatsApp.
Without prior contact, we cannot guarantee correct reception and handling of your request.
Products must be returned in their original condition, without signs of use, accompanied by the invoice, and inside the original packaging in perfect condition.
Items That Cannot Be Exchanged or Returned:
a. Products made to the consumer’s specifications or clearly personalized;
b. Products that by nature cannot be returned or are liable to deteriorate or expire quickly;
c. Sealed products that, for health or hygiene reasons, cannot be returned once opened;
d. Products that, after delivery, become inseparably mixed with other items due to their nature.
■ Products Showing Improper Use
Returns will not be accepted for items showing signs of use, wear, damage caused by misuse (such as drops, contact with liquids or humidity), or any alteration compromising resale as new.
Returns of products with damaged packaging, opened wrappers or broken safety seals will not be accepted, without prejudice to legal warranty rights.
■ Personal, Intimate, or Hygienic Products
Personal and intimate products, such as lingerie briefs, cannot be returned or exchanged.
Items such as bras, socks, tights, swimsuits, and similar articles must be returned without any signs of use and in their original packaging.
Swimwear must retain the original hygienic protection seal intact.
Payment of Return and Collection Costs:
International customers must return the product on their own initiative, using a carrier of their choice. All shipping costs related to the return are entirely the customer’s responsibility.
The product must be sent to the address provided by our customer support and returned in the same condition it was received: new, unused, and with original packaging intact.
Warehouse Address:
Loja Ortopédica
Rua Dr Arnaldo Cardoso e Cunha, 36, R/C Esquerdo
2410-270 LEIRIA
Quality Control and Refund:
After receiving and inspecting the item in our facilities, a refund corresponding to the product value will be issued within up to 14 working days, provided eligibility requirements are met.
Initial shipping costs are non-refundable.
For payments made via Multibanco or Bank Transfer, an IBAN must be provided.
For MBWay, PayPal, or Credit Card payments, the refund will be processed directly through the corresponding platform.
We will use the same payment method as the purchase, unless otherwise agreed.
Loja Ortopédica® may withhold the refund until the goods are received or proof of shipment is provided (whichever occurs first).