Return & Refund Policy

At OrthoJointRelief Ltd we are committed to providing high-quality products and exceptional service. However, due to a recent surge in fraudulent activities, especially during this festive season, we have updated our Return and Refund Policy to protect both our customers and our business.

Returns

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Eligibility for Free Return

We offer complimentary returns under the following conditions:

  1. Damaged Product Upon Delivery: If your product arrives damaged, please report it on the day of delivery and provide photo or video evidence. We meticulously inspect all items before dispatch to ensure they are free from damage.

  2. Faulty Product Upon Delivery: If your product is faulty upon arrival, please report it on the day of delivery and provide photo or video evidence. We thoroughly test all products before shipping to ensure they are in perfect working condition.

Please note that reports made after the delivery day may not be eligible for free returns.

For all other return reasons, customers are responsible for arranging and covering the cost of the return shipping. Please ensure that returns are sent via a trackable method to confirm receipt.

Order Cancellations

Orders can be canceled before dispatch. If the order has already been dispatched, a cancellation fee may apply.

How to Start a Return

  1. Prepare Your Order Number: Your order number begins with the prefix "OJR#".
  2. Contact Us:
    • Submit a return request via an email with your order number in the subject line, followed by Return Request. For example:
      Subject: OJR#1234 - Return Request
    • In the body of the email, clearly state the reason for the return and attach any evidence (e.g., photos) if applicable.
  3. Return Review and Validation: Once submitted, your request will undergo review. Due to the rise in fraudulent orders, your return may be subject to further validation by external authorities, such as Action Fraud UK and the National Cyber Security Centre (NCSC).
  4. Follow Instructions: Once your return is approved, follow the provided instructions to return the product(s).

Refunds and Processing Times

To safeguard our customers and business from fraudulent activity, refunds will be delayed until the validation process is complete. This process involves:

  • A thorough review of the returned product(s) by our team.
  • Validation of the return request through Action Fraud UK and NCSC to confirm its legitimacy.

Once your return has been validated:

  • Approved refunds will be processed within 3 working days and issued to your original payment method.
  • Please note, it may take additional time for your bank or credit card company to process the refund.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately upon receipt. We will prioritise resolving these issues and ensure you are not inconvenienced by delays.

Exceptions / Non-Returnable Items

Certain products cannot be returned or are subject to additional conditions for returns, including:

  • Used or Damaged Products: Items that show signs of use, wear, or damage caused by the customer are not eligible for return.
  • Hygiene Products: Items that come into direct contact with the body (e.g., braces, supports, or massagers) can be returned only if they are in the same condition as when purchased, with all original packaging intact and in a clean, workable state. Products that show signs of wear, misuse, or damage will not be eligible for return.
  • Incomplete Items: Products missing parts, accessories, or original packaging cannot be returned.
  • Unauthorised Returns: Items returned without following our return process or without prior approval will not be accepted.

If you are unsure about the eligibility of a specific product for return, please contact us before initiating a return.

Exchanges

If you wish to exchange a product, please email us on support@orthojointrelief.com with the reason for your exchange request. Be sure to include:

  • Your order number (e.g., OJR#1234).
  • A clear explanation of the reason for the exchange.
  • Any relevant evidence (e.g., photos), if applicable.

Our team will review your request and respond with further instructions. Once approved, we will guide you on how to proceed with the exchange.

Policy Enforcement and Fraud Prevention

To combat fraudulent activity:

  • All return requests will be carefully reviewed to detect patterns of abuse.
  • Suspicious returns may be reported to Action Fraud UK and NCSC for further investigation.
  • OrthoJointRelief Ltd reserves the right to refuse or delay refunds if fraudulent activity is suspected.

Policy Changes

We reserve the right to update this policy at any time without prior notice to ensure the security and integrity of our services.