Terms of service
Terms of Service
1. Introduction
Welcome to Ortocare 360.
These Terms of Service govern access to and use of the Ortocare 360 website, as well as the purchase of products made available through our online store.
By accessing the website, browsing its pages, creating an account, placing an order or using any functionality of the store, the user declares that they have read, understood and accepted these Terms of Service.
If you do not agree with these Terms of Service, you should refrain from using the website or placing orders through our store.
2. Entity Identification
Commercial name: Ortocare 360
Tax Identification Number / NIF: 2900368484
Address: Passeio Parque da Cidade, Loja BD, 2670-331 Loures, Portugal
Email: ortocare360.official@gmail.com
Phone: +351 923 277 8874
3. Nature of the Store
Ortocare 360 is an online store based in Portugal that sells products related to comfort, mobility, body support, orthopaedics, wellbeing and quality of life.
Our store may operate under a dropshipping model, which means that certain products may be shipped directly by suppliers, manufacturers, logistics partners or external distribution centres to the address provided by the customer.
Ortocare 360 is responsible for presenting the products on the website, managing orders, providing customer support and communicating with consumers, without prejudice to the involvement of third parties in the supply, storage or shipping of products.
4. Purpose of the Products
The products made available by Ortocare 360 are intended to contribute to customer comfort, support, mobility and wellbeing.
Our purpose is to help people live more comfortably in their daily lives and reduce physical discomfort through solutions suited to their needs.
However, unless expressly stated otherwise, the products presented on the website do not replace medical advice, diagnosis, prescription, treatment or monitoring by a qualified healthcare professional.
In cases of persistent pain, injury, illness, physical limitation or medical condition, the customer should consult a doctor, physiotherapist, orthopaedic specialist or another qualified professional before using any product.
5. Use of the Website
The user agrees to use the Ortocare 360 website lawfully, correctly and responsibly.
It is prohibited to use the website to:
carry out illegal or fraudulent acts;
violate third-party rights;
introduce viruses, malware or other malicious code;
attempt to gain unauthorised access to systems, data or restricted areas;
interfere with the normal operation of the website;
copy, reproduce or exploit content without authorisation;
provide false, incomplete or misleading data.
Ortocare 360 reserves the right to suspend or refuse access to the website whenever there are signs of abusive, fraudulent use or use contrary to these Terms.
6. Product Information
Ortocare 360 seeks to present products with descriptions, images, characteristics and information that are as clear as possible.
However, there may be differences between the images shown and the actual product, including colour, size, packaging, accessories or small details, depending on the supplier, production batch or the screen settings used by the customer.
Product descriptions may include information provided by suppliers, manufacturers or external partners.
Ortocare 360 seeks to keep information up to date but does not guarantee that all content will always be free from errors, omissions or outdated information.
7. Prices
Prices shown on the website are indicated in the currency made available by the store at the time of purchase.
Unless there is an obvious error or indication to the contrary, prices include applicable taxes in accordance with current legislation.
Shipping costs, where applicable, will be displayed before the purchase is completed.
Ortocare 360 reserves the right to change prices, campaigns, discounts and promotions at any time without prior notice. These changes do not affect orders already confirmed, except in the case of a clear error.
8. Pricing or Information Errors
Despite our efforts, technical, human or computer errors may occur regarding prices, descriptions, availability, images or other information.
If an obvious error is identified in an order that has already been placed, Ortocare 360 may contact the customer to:
correct the information;
confirm whether the customer wishes to maintain the order under the corrected conditions;
replace the product, where applicable;
cancel the order and issue a refund, where due.
Ortocare 360 is not obliged to supply products with manifestly incorrect prices or information.
9. Orders
To place an order, the customer must follow the steps indicated on the website, select the desired products, provide the necessary details and complete payment using the available methods.
By placing an order, the customer declares that they:
have legal capacity to enter into contracts;
have provided true, complete and up-to-date information;
have read and accepted these Terms of Service;
have read and accepted the applicable policies, including the Shipping Policy, Privacy Policy, Cookies Policy and, where applicable, Returns and Refunds Policy.
Automatic order confirmation does not necessarily mean final acceptance if there are payment issues, availability issues, information errors, suspected fraud or shipping impossibility.
10. Payments
Payments must be made through the methods available on the website at the time of purchase.
The order will only be processed after payment confirmation.
Ortocare 360 is not responsible for processing delays caused by banking failures, payment refusals, incorrect payment details or issues with external payment providers.
If payment is not confirmed, the order may be cancelled.
11. Product Availability
Product availability may depend on our suppliers, manufacturers or logistics partners.
Because we operate under a dropshipping model, a product may become unavailable after an order has been placed, especially when supplier stock updates do not occur in real time.
If this happens, Ortocare 360 may contact the customer to offer one of the following options:
wait for the product to be restocked;
replace it with an equivalent product, subject to customer acceptance;
cancel the order and issue a refund, where applicable.
12. Shipping and Delivery
Shipping conditions, estimated delivery times, transport costs, national deliveries, international deliveries, separate shipments, customs, delays and damaged products are described in our Shipping Policy.
By placing an order, the customer acknowledges that, due to the dropshipping model, products may be shipped directly by external suppliers or logistics centres, whether national or international.
Delivery may vary depending on the product, destination, carrier, supplier, customs procedures and other external factors.
13. Delivery Address
The customer is responsible for providing a correct, complete and up-to-date delivery address.
Ortocare 360 is not responsible for delays, losses, returns or delivery failures resulting from incorrect, incomplete or outdated information provided by the customer.
If the order is returned due to an address error, absence of the recipient or failure to collect the package, additional reshipping or logistics handling costs may apply.
14. Right of Withdrawal
Where applicable, and in accordance with consumer protection legislation, the consumer may have the right to withdraw from the contract within the legally established period, without giving any reason.
This right may be subject to legal exceptions, including personalised products, sealed goods that cannot be returned for health or hygiene reasons once opened after delivery, goods that deteriorate quickly or other legally provided situations.
The specific conditions for returns, exchanges, refunds, deadlines, exceptions and procedures should be described in the Returns and Refunds Policy of Ortocare 360.
15. Returns, Exchanges and Refunds
Returns, exchanges and refunds will be assessed in accordance with applicable legislation and the store’s specific policy.
The customer should contact Ortocare 360 by email:
ortocare360.official@gmail.com
The request should include, where possible:
full name;
order number;
email used for the purchase;
reason for the request;
photos of the product, where applicable;
photos of the packaging and shipping label, where applicable.
Used products, products damaged by the customer, incomplete products, products without original packaging or products that do not comply with applicable legal and commercial conditions may not be accepted for return or refund.
16. Damaged, Incorrect or Incomplete Products
If the customer receives a damaged, incorrect or incomplete product, they should contact Ortocare 360 as soon as possible by email:
ortocare360.official@gmail.com
The contact should include photos of the product, packaging and shipping label.
After review, Ortocare 360 may offer an appropriate solution, such as replacement, reshipment, refund or another solution permitted by applicable legislation.
17. Legal Guarantees
Products sold by Ortocare 360 may be covered by legal guarantees applicable in Portugal, the European Union or the consumer’s country of residence, as applicable.
As a general rule, the guarantee does not cover:
misuse of the product;
normal wear and tear;
damage caused by improper use;
damage caused by incorrect assembly by the customer;
unauthorised alterations or repairs;
use contrary to the product instructions.
Where applicable, the customer may contact Ortocare 360 for case assessment.
18. Customer Responsibility
The customer agrees to:
provide true and up-to-date information;
use products according to the instructions;
check whether the product is suitable for their needs before purchase;
consult a healthcare professional when necessary;
track their order when a tracking code is provided;
contact Ortocare 360 in case of any issue with the order.
Incorrect use of products is the customer’s responsibility.
19. Limitation of Liability
Ortocare 360 shall not be responsible for damages resulting from:
incorrect use of products;
use contrary to instructions;
subjective expectations not guaranteed by the product description;
delays caused by carriers, customs or third parties;
incorrect information provided by the customer;
force majeure events;
technical failures external to the website;
decisions by public or customs authorities.
This limitation does not exclude or limit mandatory consumer rights.
20. Medical Information and No Professional Advice
The content on the Ortocare 360 website is informational and commercial in nature.
No information made available on the website should be interpreted as medical advice, diagnosis, prescription, treatment or promise of cure.
Products may help with comfort, support and wellbeing, but results may vary from person to person.
In case of doubts regarding pain, injury, physical condition, illness or the proper use of a specific product, the customer should seek advice from a qualified healthcare professional.
21. Intellectual Property
All website content, including texts, images, logos, trademarks, trade names, design, videos, photographs, icons and other elements, is the property of Ortocare 360 or of third parties who have authorised its use.
Copying, reproducing, distributing, modifying, publishing or using any content without prior written authorisation from Ortocare 360 is prohibited, except where permitted by law.
22. User Accounts
If the website allows account creation, the user is responsible for maintaining the confidentiality of their login details.
The user must immediately notify Ortocare 360 of any unauthorised use of their account.
Ortocare 360 is not responsible for damages resulting from improper use of the account by third parties when such use results from the user’s negligence.
23. Personal Data Protection
The processing of personal data by Ortocare 360 is governed by our Privacy Policy.
By using the website or placing an order, the customer acknowledges that certain personal data may be necessary to process orders, payments, shipments, customer support and legal obligations.
For more information, please consult our Privacy Policy.
24. Cookies
The Ortocare 360 website may use cookies or similar technologies to ensure the operation of the store, improve the browsing experience, analyse traffic or personalise content.
For more information, please consult our Cookies Policy.
25. Communications with the Customer
Ortocare 360 may contact the customer by email, phone or other means provided at the time of purchase for matters related to:
order confirmation;
payment;
shipping;
delivery;
delays;
product availability;
support requests;
complaints;
returns or refunds.
The customer is responsible for ensuring that the contact details provided are correct and up to date.
26. Complaints
The customer may submit complaints by email:
ortocare360.official@gmail.com
Where applicable, the customer may also use the Electronic Complaints Book:
Ortocare 360 will seek to review and respond to complaints diligently and within the legally applicable deadlines.
27. Alternative Dispute Resolution
In the event of a consumer dispute, the consumer may contact a competent alternative dispute resolution entity, in accordance with applicable legislation.
The consumer may consult the list of available entities through the official consumer protection channels in Portugal.
Where applicable, the following centre may be used:
CNIACC — National Centre for Information and Arbitration of Consumer Disputes
Website: www.cniacc.pt
28. Changes to the Terms of Service
Ortocare 360 reserves the right to change, update or replace these Terms of Service at any time.
Any changes will take effect from the date of publication on the website.
The user should regularly consult this page to check for any changes.
Continued use of the website after changes are published constitutes acceptance of the new Terms of Service.
29. Applicable Law
These Terms of Service are governed by Portuguese law.
In the event of a dispute arising from the use of the website or the purchase of products, Portuguese law shall apply, without prejudice to any mandatory consumer protection rules applicable in the customer’s country of residence.
30. Contact Details
For any questions related to these Terms of Service, the customer may contact:
Ortocare 360
NIF: 2900368484
Email: ortocare360.official@gmail.com
Phone: +351 923 277 8874
Address: Passeio Parque da Cidade, Loja BD, 2670-331 Loures, Portugal
31. Notice Regarding Legal Templates
These Terms of Service have been prepared based on an informational template and do not constitute legal advice.
By using policy templates, the user acknowledges that these documents should be adapted to the specific reality of the business, the type of products sold, the destination countries, the platforms used and the applicable legislation.
Ortocare 360 recommends that these Terms of Service be reviewed by a lawyer, solicitor or qualified professional before final publication on the website.
Last updated: 05/05/2026