Continental Portugal
The customer has 14 days after receipt to request exchanges/returns by informing us via email: apoiocliente@lojaortopedica.pt with the order number. Shipping to our warehouse can be done in the following ways:
- It can be done by the customer via a carrier of their choice (variable cost);
- It can be done via a collection scheduled by Loja Ortopédica (cost from €5, depending on the product). Payment must be made in advance and proof sent.
- Return to our physical shop in Leiria (free of charge).
Azores and Madeira
The customer has 14 days for exchanges/returns, notifying us by email. Shipment to our warehouse is made by the customer via a carrier, and the cost of the new shipment is also borne by the customer.
Peninsular Spain
The process is similar to that in mainland Portugal: notification by email topoiocliente@lojaortopedica.pt and dispatch by the customer via courier (variable cost) or collection arranged by us (cost from €5 with proof of dispatch).
Outside Portugal (Rest of the World)
After notification by email topoiocliente@lojaortopedica.pt, collection will be made directly by DHL, at a cost notified in advance. Payment can be made by bank transfer or PayPal, and once payment has been confirmed, collection will be scheduled.
Exchange conditions
Items must be returned in perfect condition, in the original unopened packaging, with all units, leaflets and guarantees. We do not accept used products or damaged packaging. The customer must pack the item in the best possible way in a box or package.
Refunds
Refunds are made after checking the condition of the product. Returns are made according to the original payment method:
Multibanco, Bank Transfer and COD: the NIB must be provided.
MBWAY, PayPal and Credit Card: automatic refund by the platform used.
Exceptions
We do not accept returns on personalised products, custom-made products or products that cannot be resold for hygiene reasons (such as elastic stockings).
Gift voucher
When you select at the checkout that you would like a gift voucher, you receive a voucher together with your product without mentioning the purchase price. This way, the person receiving it as a gift can exchange it themselves, following our rules.