Copy of 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 15-day return policy on our products 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, color, or size), 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.

*Any item returned to our warehouse and re-shipped as a result of providing the wrong address or wanting a different style/ size will attract a re-shipping fee paid by the customer.

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.

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 15 business days. Please note it may take some time for your bank or credit card company to process and post the refund.

Note

We do not issue a refund if:

  • you supplied the wrong shipping address and your order failed to deliver
  • it's beyond our 15-day return timeline
  • the product has already been used or damaged in the process of being used

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