Refund policy

Exchanges and returns.

If you are unsure of the size of a product you want to order, please send us an email at orders@orthotichouse.co.nz so we can help you with sizing. 

If you need to exchange an item for the same item in a different size, you will need to cover any extra shipping costs to return the original item and have the new item sent out.

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.

Faulty Products

We know sometimes mistakes are made. The footwear warranty covers defect of workmanship and materials, but does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and material through time, exposure or extensive use. We only replace items if they are defective or damaged. 

 

Our policy lasts 30 days from date of purchase. Unless required by law. 

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

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 credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 orders@orthotichouse.co.nz.

Sale items (if applicable)
Only regular priced items may be exchanged.

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 $75, you should use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.