Return & Refund
Order Cancellation
All orders can be canceled for up to 24 hours after placing the order. If you need to change or cancel your order, we advise that you contact us within 8 hours or sooner for a better outcome. Once the packaging and shipping process has started, it can no longer be canceled.
Return
We offer a 30-day return policy on our products from when the package was received with a full refund or replacement of products that were defective or damaged during shipping. If your package upon delivery is damaged or incorrect (i.e. wrong item), you must contact us immediately within 24-48 hours of receiving your package before we process a refund or replacement. Send us a video of the damaged/ incorrect package and we will provide a return address for a full refund or replacement. We will bear all the costs for a replacement for errors on our part.
Whatever the case, if you are unsatisfied with your order, please contact us at info@ortenova.com and we will do our best to resolve the issue.
On the other hand, if upon receiving your package in good condition and with the correct order, and you choose to return the package, you'll pay a 30% restocking fee and will be responsible for the shipping cost and shipping label required to send the item back to the address we'll provide.
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please note it may take some time for your bank or credit card company to process and post the refund.
Non-Refundable Services
Shipping, shipping protection, priority processing, and priority shipping fees are non-refundable if the customer cancels their order after it has been processed and is in transit to the destination address.
Note
We do not issue a refund if:
- you supplied the wrong shipping address and your package failed to deliver. In this case, once the package is returned to us, you'll be responsible for the shipping cost to resend the package to the correct address. Should you desire a refund instead, it will incur a 30% restocking fee
- it's beyond our 30-day return timeline
- the product has been damaged in the process of being used
- a theft of package occurs upon delivery to your destination
To be eligible for a refund, your item must:
- be in the same condition that you received it
- be in its original packaging with its tags
- not have been altered or washed