Refund policy
Returns and Refunds Policy
1. Introduction
At Ortocare 360, we want our customers to feel confident when shopping with us.
This Returns and Refunds Policy explains the conditions under which customers may request a return, exchange or refund for products purchased through our online store.
Ortocare 360 is an online store based in Portugal and may operate under a dropshipping model, meaning that some or all products may be shipped directly by suppliers, manufacturers, logistics partners or distribution centres.
This policy applies to purchases made through the Ortocare 360 website.
2. Return Policy Summary
Returns accepted: Yes
Return period: 14 days
Return shipping cost: Paid by the customer
Restocking fee: No restocking fee
Final sale items: No final sale items
Condition of returned items: Items must be unused, complete and in their original condition
Refund method: Refunds are issued to the original payment method, where possible
3. 14-Day Return Period
Customers may request a return within 14 days from the date they receive the product.
For online purchases in the European Union, consumers generally have a 14-day cooling-off period during which they may withdraw from the purchase without giving a reason. (European Union)
To exercise this right, the customer must contact Ortocare 360 within the 14-day period by email:
ortocare360.official@gmail.com
The customer must clearly state that they wish to return the product or withdraw from the purchase.
Simply sending the product back without notifying us first may not be enough to process the return correctly.
4. Eligibility for Returns
To be eligible for a return, the product must meet the following conditions:
the return request must be made within 14 days of delivery;
the product must be unused;
the product must be clean and in its original condition;
the product must be complete, with all parts, accessories, manuals and packaging, where applicable;
the product must not show signs of use, damage, alteration or improper handling;
the customer must provide proof of purchase or order confirmation.
Returned products that do not meet these conditions may be refused or may be subject to partial refund only, where permitted by applicable law.
5. How to Request a Return
To request a return, the customer must contact us by email at:
ortocare360.official@gmail.com
The message should include:
full name;
order number;
email used for the purchase;
product to be returned;
reason for the return, optional unless required to assess damage or incorrect items;
photos of the product, where applicable;
photos of the packaging and shipping label, where applicable.
After receiving the request, Ortocare 360 will review it and provide instructions for the return process.
The customer should not send any product back before receiving return instructions from Ortocare 360.
6. Return Shipping Costs
Return shipping costs are the responsibility of the customer.
This means that the customer must pay the direct cost of returning the product, unless otherwise stated in writing by Ortocare 360 or unless the product is defective, incorrect or damaged due to reasons not caused by the customer.
Under EU consumer rules, the consumer may be required to pay the direct cost of returning goods if the trader has informed the consumer of this obligation. (Administração Pública)
Original shipping costs may not always be refundable, except where required by applicable law.
7. No Restocking Fee
Ortocare 360 does not charge a restocking fee for returned products.
This means that, when a return is accepted and approved, no additional restocking charge will be deducted from the refund.
However, this does not remove the customer’s responsibility for return shipping costs, where applicable.
8. No Final Sale Items
Ortocare 360 does not classify items as “final sale” for the purpose of excluding return rights.
This means that customers may request a return for eligible products within the 14-day return period, subject to the conditions of this policy and applicable law.
However, certain products may still be excluded from return where the law allows or requires exceptions, especially for health, hygiene or safety reasons.
9. Products That May Not Be Eligible for Return
Although Ortocare 360 does not use “final sale” exclusions, some products may not be eligible for return in specific circumstances.
Returns may be refused when:
the product has been used;
the product is damaged due to customer handling;
the product is incomplete;
the product is missing parts, accessories or original packaging;
the product has been altered, washed, worn or assembled in a way that affects resale condition;
the product was sealed for health or hygiene reasons and was opened after delivery;
the product was personalised or made according to customer specifications;
the return request is made after the 14-day return period;
the product cannot be returned under applicable law.
These exceptions do not affect the customer’s legal rights in cases of defective, incorrect or damaged products.
10. Health and Hygiene Products
Some products sold by Ortocare 360 may relate to orthopaedic support, mobility, body support, comfort, personal wellbeing or health-related use.
For hygiene and safety reasons, certain sealed products may not be accepted for return once opened, used or handled in a way that makes them unsuitable for resale.
This may include, depending on the product:
personal support products;
orthopaedic accessories;
items in direct contact with the body;
hygiene-sensitive products;
sealed goods that cannot be returned after opening for health protection or hygiene reasons.
Each request will be reviewed individually and in accordance with applicable consumer protection law.
11. Condition of Returned Products
Returned products must be in the same condition in which they were received.
The customer is responsible for taking reasonable care of the product while it is in their possession.
If a product is returned damaged, incomplete, used or in a condition that reduces its value, Ortocare 360 may refuse the return or reduce the refund amount, where permitted by law.
12. Return Address
Because Ortocare 360 may operate under a dropshipping model, the return address may vary depending on the product and supplier.
Customers must contact us before returning any product.
The return address may be:
the address of Ortocare 360 in Portugal;
the address of a supplier;
the address of a logistics partner;
another return address provided by our customer support team.
Products sent to the wrong address without prior instructions may not be accepted, may be delayed or may be returned to the customer.
13. Proof of Return
The customer is responsible for ensuring that the returned product is properly packaged and shipped using a reliable method.
We recommend that customers use a trackable shipping service and keep proof of postage.
Ortocare 360 is not responsible for returned products that are lost, damaged or not delivered during return shipping when the return shipping is arranged by the customer.
14. Refunds
Once the returned product is received and inspected, Ortocare 360 will notify the customer about the approval or refusal of the refund.
If the return is approved, the refund will be processed using the original payment method, where possible.
Refunds may include the amount paid for the returned product and, where required by applicable law, standard delivery costs.
Additional shipping options, express delivery, customs fees, import duties or other third-party charges may not be refundable, unless required by law.
15. Refund Timeframe
After a valid withdrawal request, traders in the EU must generally refund the consumer within 14 days, although the refund may be withheld until the goods are received back or until the consumer provides proof of return. (asae.gov.pt)
Ortocare 360 will process approved refunds as soon as reasonably possible and in accordance with applicable law.
The time required for the refunded amount to appear in the customer’s account may depend on the payment provider, bank or card issuer.
16. Exchanges
Ortocare 360 may offer exchanges depending on product availability and the circumstances of the request.
Exchanges may be possible when:
the wrong product was sent;
the product arrived damaged;
the product has a confirmed defect;
the customer requests a different size, model or variant, and the exchange is accepted by Ortocare 360.
If the requested replacement product is unavailable, Ortocare 360 may offer a refund or another suitable solution.
Return shipping costs for exchanges requested by the customer may be the customer’s responsibility, unless the exchange is due to an error by Ortocare 360, the supplier or the carrier.
17. Damaged Products
If the customer receives a damaged product, they must contact Ortocare 360 as soon as possible by email:
ortocare360.official@gmail.com
The message should include:
order number;
description of the damage;
photos of the product;
photos of the external packaging;
photos of the shipping label;
any other relevant information.
This information helps us assess the situation and contact the supplier, carrier or logistics partner where necessary.
If the damage is confirmed and was not caused by the customer, Ortocare 360 may offer a replacement, refund, partial refund or another appropriate solution in accordance with applicable law.
18. Incorrect Products
If the customer receives a product that is different from the one ordered, they must contact us by email:
ortocare360.official@gmail.com
The message should include:
order number;
description of the product ordered;
description of the product received;
photos of the product received;
photos of the packaging and shipping label.
After reviewing the case, Ortocare 360 may arrange a replacement, refund or another suitable solution.
19. Incomplete Orders
If the customer receives an incomplete order, they should first check whether the order may have been shipped in separate packages.
Because Ortocare 360 may operate under a dropshipping model, products from the same order may be shipped separately by different suppliers or logistics centres.
If the customer believes that an item is missing, they should contact us at:
ortocare360.official@gmail.com
The message should include:
order number;
product missing;
products received;
photos of the package and shipping label;
any tracking information received.
20. Products Not Received
If the customer has not received their order within the estimated delivery period, they should contact Ortocare 360 by email:
ortocare360.official@gmail.com
The message should include:
full name;
order number;
email used for the purchase;
delivery address;
tracking number, if available;
description of the issue.
We will review the case with the supplier, carrier or logistics partner.
If the order is confirmed as lost, Ortocare 360 may offer a replacement, refund or another appropriate solution in accordance with applicable law.
21. Refused or Uncollected Deliveries
If a customer refuses delivery, does not collect the package within the period indicated by the carrier, or provides an address where delivery cannot be completed, the package may be returned to the sender.
In these cases, the customer may be responsible for:
return shipping costs;
reshipping costs;
carrier administrative fees;
storage fees, where applicable;
other costs caused by the failed delivery.
Any refund may be reduced by costs that Ortocare 360 is legally allowed to deduct.
22. Incorrect Delivery Address
The customer is responsible for providing a complete, correct and up-to-date delivery address.
Ortocare 360 is not responsible for failed deliveries, delays, returns or losses caused by incorrect or incomplete delivery information provided by the customer.
If the order is returned due to an incorrect address, the customer may be responsible for any additional shipping costs.
23. Cancellations Before Shipping
Customers may contact Ortocare 360 to request cancellation of an order before it has been processed or shipped.
Cancellation is not guaranteed once the order has been forwarded to the supplier, processed or dispatched.
If cancellation is possible, Ortocare 360 will confirm the cancellation and process the refund where applicable.
If the order has already been shipped, the customer may need to wait for delivery and follow the standard return procedure.
24. Refunds for Late Delivery
If an order is significantly delayed, the customer may contact Ortocare 360 to request an update.
Where applicable under consumer protection law, the customer may have the right to request delivery within an additional reasonable period or cancel the purchase if delivery does not occur within the applicable legal conditions.
Each case will be assessed according to the order status, delivery information and applicable law.
25. Customs Fees, Import Duties and Taxes
For international orders, customs fees, import duties, VAT, local taxes or carrier administrative fees may apply.
These charges are generally the responsibility of the customer, unless expressly stated otherwise at the time of purchase.
Customs fees, import duties and local taxes paid directly by the customer to authorities, carriers or third parties are generally not refundable by Ortocare 360.
26. Refunds for Discounted or Promotional Items
Discounted or promotional items are not considered final sale unless a legal exception applies.
Customers may request a return for discounted or promotional items within the 14-day return period, provided that the product meets the eligibility conditions in this policy.
Refunds for discounted items will be based on the amount actually paid by the customer.
27. Gifts
If a product was purchased as a gift, the refund will usually be issued to the original payment method used for the purchase.
Ortocare 360 may not be able to refund a different person or issue a refund to a different payment method, unless permitted by the payment provider and applicable law.
28. Abuse of the Returns Policy
Ortocare 360 reserves the right to refuse returns, refunds or exchanges in cases of suspected abuse, fraud or misuse of this policy.
This may include:
repeated return requests inconsistent with normal consumer use;
false claims of damage or non-delivery;
altered or manipulated evidence;
returns of used or different products;
attempts to return products not purchased from Ortocare 360.
This does not affect the customer’s mandatory legal rights.
29. Customer Contact Details
For any return, refund, exchange or cancellation request, please contact:
Ortocare 360
Email: ortocare360.official@gmail.com
Phone: +351 923 277 8874
Address: Passeio Parque da Cidade, Loja BD, 2670-331 Loures, Portugal
30. Legal Rights
This Returns and Refunds Policy does not limit or exclude any legal rights granted to consumers under applicable law in Portugal, the European Union or the customer’s country of residence.
If there is a conflict between this policy and mandatory consumer protection law, the applicable legal rules shall prevail.
31. Changes to This Policy
Ortocare 360 reserves the right to update, change or correct this Returns and Refunds Policy whenever necessary.
Changes may be made to reflect:
legal updates;
changes in store operations;
changes in supplier or dropshipping processes;
changes in shipping or return procedures;
improvements to customer service.
Any changes will take effect from the date of publication on the website.
32. Notice Regarding Legal Templates
This Returns and Refunds Policy has been prepared based on an informational template and does not constitute legal advice.
Ortocare 360 recommends that this policy be reviewed by a lawyer, solicitor or qualified professional before final publication on the website.
Last updated: 05/05/2026