Return Policy

We are doing our best to ensure that you get the right products from us. However, we understand that there could be a need to make returns. Therefore, we have come up with a process that would ease the stress.

Our return policy lasts for 7 days after dispatch of your order. During this period, you are eligible for an exchange or refund. However, we cannot offer you a refund if the 7 days return period has elapsed.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Send the package back to the address we will email to you after receiving an RMA number. Make sure to put the RMA number on the label (example: Place the RMA # on the ATTN: line, such as ATTN: RMA#1234567).

Several types of devices and equipment are exempted from being returned. The following products are non refundable:

• Eating Products – Non-returnable if packaging is opened. 
• Hygiene Products – Non-returnable if packaging is opened.
• Gel Cushions – Non-returnable.
• Skin Cream, Lotions – Non-returnable. 
• Mouth Stick Products – Non-returnable if packaging is opened.
• Toileting Products – Non-returnable if packaging is opened.
• Braces, Splints – Non-returnable if packaging is opened.
• Pillows – Non-returnable if packaging is opened.
• Gel Mattress Overlays – Non-returnable.
• Sanitary goods – Non-returnable if packaging is opened. 
• Flammable liquids or gases – Non-returnable if packaging is opened. 
• Bathing Products (includes Commodes, Raised Toilet Seats, Shower Chairs & Bath Benches) – Non-returnable if packaging is opened. 
• Medical Disposables and Consumables

To complete your return, we require a receipt or proof of purchase.

If you meet all our returns criteria, you will need to apply for a RMA (Return Merchandise Authorization) on our ‘returns’ page. You are expected to fill the form with the accurate information.

On approval of your request, we will email you the RMA number, return address and other important information.

No Credit will be given for items returned without an RMA number. If the return isn't honoured the item will be returned to the customer at their expense.

Products must be returned in original packaging and in brand new condition.

If a product arrives to you damaged in shipping, or with parts missing, please notify us within 24 hours of receipt. We're happy to send you a replacement product or part as soon as possible.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@orthoex.ng.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at store@orthoex.ng

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over N100,000, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.

* This process does not apply to orders where products were received defective or damaged, or if you want to exchange your order. Please contact us directly to resolve an issue with a defective or damaged product, or complete an exchange.

**We do not offer free returns. The customer is responsible for all shipping and handling costs associated with returning an item, unless the item was received defective or damaged.

***Please note that there will be a 25% restocking fee applied by the manufacturer. This will be deducted from your total refund. A restocking fee is not applied to a damaged or defective item.