Returns & Refunds

Change-of-mind returns

You may request a return within 30 days after receiving your order. The item must be unworn, unused, clean and in its original packaging, with all labels and accessories included. Proof of purchase is required.

To start a return, contact contato@orthoflexglobal.com before sending the item. We will provide return instructions and the applicable return location. Because orders may be fulfilled by different partner warehouses, returns sent without prior authorisation may not be accepted.

Return shipping

For an approved change-of-mind return, return shipping costs are the customer’s responsibility unless we state otherwise. Original delivery charges are not refundable except where required by law.

Incorrect, damaged or faulty items

If you receive an incorrect, damaged or faulty product, contact us promptly with your order number and clear photos or video of the item and packaging. Where the product fails to meet a consumer guarantee, we will provide the remedy required under applicable law, which may include repair, replacement or refund. Nothing in this policy excludes rights that cannot legally be excluded, including rights under the Australian Consumer Law where it applies.

Non-returnable items

For hygiene and safety reasons, worn footwear, items altered after delivery, gift cards and final-sale items are not eligible for change-of-mind returns. This exclusion does not apply where a statutory consumer guarantee provides a remedy.

Exchanges

Size or colour exchanges depend on availability. The fastest process is to request a return and, after approval, place a new order for the preferred variant.

Refunds

We will inspect approved returns after they are received. If approved, the refund will be issued to the original payment method. Bank or card processing times may vary.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after fulfilment has begun.

Contact

For returns or refunds, contact contato@orthoflexglobal.com and include your order number.