Return Policy
🔒 Orthorin 45-Day Comfort Guarantee
At Orthorin, our mission is simple: to help you get through your day without foot pain.
That’s why every order is backed by our 45-Day Comfort Guarantee.
What this means
If your shoes don’t feel right, we are committed to making it right. This includes:
- Free size exchanges
- Free replacements for fit or comfort issues
- Personalised support to help you find the correct fit
Important Conditions
To qualify for the 45-Day Comfort Guarantee, the following conditions apply:
- Shoes must be worn for a minimum of 3–5 full working days to allow proper break-in and adjustment
- Customers must provide clear photo or video evidence of the issue (fit, discomfort, defect, etc.)
- Customers must follow our recommended fit and usage guidance
Resolution Process (Required)
All claims under the 45-Day Comfort Guarantee follow this process:
- Assessment – Our team reviews your case and identifies the issue
- Solution – We provide the most appropriate solution (size exchange, replacement, or adjustment guidance)
- Replacement – A replacement pair is issued where applicable
Non-Eligible Cases
The guarantee does not apply in cases of:
- Normal wear and tear after extended use
- Minor preference-based concerns (style, feel, or subjective comfort without defect)
- Orders purchased during promotional or clearance events (final sale items)
Our Commitment
We stand behind our product and will always work with you to find a solution. Our goal is not just to sell you shoes — but to make sure they actually work for your day.
✅ Your Statutory Rights (UK)
Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods, and a further 14 days to return them. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose; if they are not, you may be entitled to a repair, replacement or refund. To exercise your right to cancel, simply contact us at support@orthorin.com within the 14-day period.
⚠️ Faulty or Damaged Items
We take exceptional care to ensure every item meets our quality standards. In the rare event that your order arrives with a manufacturing defect or has been damaged during transit, please contact us promptly — we will take care of it.
To assist you efficiently, kindly provide the following within 7 days of receipt of the order:
- Your order number
- The affected item
- A brief description of the issue
- Clear photos showing the defect or damage
Once confirmed, we will arrange a complimentary replacement at no cost to you.
Please note: To uphold the integrity of our claims process, photo evidence is required. Without verification, we may be unable to proceed with a replacement.
📦 Wrong Item Delivered
Received the wrong product? No worries — we’ll fix it immediately. Please send us:
- Your order number
- The item you should have received
- The item you did receive
- A photo of the received item
We’ll send the correct product to you at no extra cost.
🔁 Exchanges
Yes, we do offer exchanges! If you’d like a different size, colour, or product, just contact our support team and we’ll be happy to arrange an exchange for you.
To keep the process smooth:
- Let us know what item you’d like to exchange and what you’d like instead
- We’ll provide the correct return instructions
- Once your return is received, we’ll ship your replacement right away
➡️ If your item is faulty, damaged, or incorrect, the exchange shipping is 100% free.
➡️ For standard exchanges (size/colour exchange or different product preference), the customer covers the shipping fee.
🛑 Cancellations
We begin processing orders quickly to ensure timely delivery. If you wish to cancel your order before dispatch, please contact us as soon as possible, ideally within 24 hours of placing it.
Once an order has been dispatched, we kindly ask that you wait for it to arrive and follow our standard returns process (see “Your Statutory Rights” above).
Refund Terms
- Orders for which a replacement has already been issued are not eligible for a further refund
- Shipping protection fees are non-refundable
- Replacement shipping fees are non-refundable
- Returns requested beyond 45 days from receipt are not eligible for a refund
- Returns sent to an incorrect or unconfirmed address are not eligible for a refund
Refunds are issued within 1–7 working days once approved, and in any case within 14 days of receiving the returned goods.
📬 Return Shipping Costs
Return shipping costs are covered by us only in the following cases:
- The item has a manufacturing defect
- The item was damaged during transit
- An incorrect item was received
For all other returns (including change of mind, incorrect size, or wrong item ordered), return shipping costs are the responsibility of the customer. A valid return tracking receipt must be provided for all returns.
Return eligibility
- Items must be unused, unworn, and in original condition
- Items must be returned in their original packaging
- Unopened or unused pairs require photo verification prior to return approval
- Incorrect items received must be supported with photo evidence
Returns are not eligible under the Comfort Guarantee if:
- The shoes have been worn or used beyond the break-in period
- The item is a replacement order
- The request is made beyond 45 days from the date of receipt
- The item was purchased as part of a promotional offer (e.g. buy one get one deals)
For standard returns:
- Return shipping is paid by the customer
- A return tracking receipt is required
- Refunds are processed within 1–7 working days after we receive the returned item
📮 Return Address
To avoid delays, always request the correct return address first by contacting our team: 📩 support@orthorin.com
⚠️ Returns sent to an unconfirmed or wrong address cannot be processed.
💬 Need Help?
Our friendly support team is here for you anytime: 📩 support@orthorin.com
We’re always happy to help you with returns, sizing questions, or anything else you need.
Orthorin Footwear
support@orthorin.com
orthorin.com