Refund policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. FEES APPLY.
Returns
Can I return my order?
Yes, it is possible.
If you are not satisfied with the items you ordered, you have the option to return them within 14 days of receiving them. However, the following conditions must be met:
- The order must include all parts, components, and packaging in the same condition as when the product was delivered.
- The product should show only normal usage; damage due to improper handling is not acceptable.
- Products where hygiene is important must be thoroughly cleaned before initiating the return process.
- The product must have been found defective immediately upon receipt.
- We reserve the right to charge the customer for shipping costs.
- A return will be processed within 7 business days and, if all conditions are met, officially approved within this period.
- We reserve the right to reject returned items if we suspect they have been used or damaged without our fault.
How can I return my order?
If your order meets the conditions stated above, follow these steps to initiate the return process:
- Send an email to: support@orthovission.com
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Include the following details in your email:
- Order number
- Reason for the refund request
- A clear product photo is required for all issues related to the product received (including damaged, incorrect, missing parts, or not as described items). Claims submitted without photo evidence may not be eligible for review.
- Customer’s full name
- Customer’s address
We will contact you and provide the return address.
Important:
- Do not return your item to the sender’s address. We will provide you with the correct return address once we receive your request.
- The customer is responsible for covering the return shipping costs to our European warehouse.
Consumer Right of Withdrawal
Consumers have the right to withdraw from a purchase under the following conditions if they are natural persons entering into a transaction for purposes that are primarily not related to their business or professional activities:
A. RIGHT OF WITHDRAWAL
Withdrawal Period
You have the right to withdraw from this contract within 14 days from the day you or a designated third party (who is not the carrier) received the last item in your order.
Since we operate using a fully automated system, orders are processed immediately after they are placed. For this reason, we cannot interrupt the shipping process, and a refund can only be processed after the item has been received.
To exercise your right of withdrawal, you must inform us (Clara Blooms) via a clear declaration (e.g., email) of your decision to withdraw from the contract. The withdrawal is complete once we have received the returned item. The buyer is responsible for the return shipping costs.
Shipping and Transit Cancellation Policy
Since our goods are shipped from Asia and Europe, there may be longer delivery times that are beyond our control.
- If the item is already in transit, cancellation is not possible.
- Please wait until you receive the item, and then return it.
- You may notify us in advance of your cancellation.
To ensure a faster return process, please send us a shipping confirmation once you have sent the item back.
Lost or Stolen Packages
We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Exchange & Replacement Policy
We’re happy to offer one exchange per order to help you find the right fit. Please review the size chart carefully before requesting an exchange.
Once a replacement or exchange item has been shipped and received, that item becomes final sale.
We’re unable to process further exchanges or refunds for replacement items, even if the customer later decides the fit or quality isn’t suitable.
Exchanges are offered only for the same product in a different size or color (when available). If the requested size or color is out of stock, a store credit or refund will be issued at our discretion.
To be eligible for an exchange, items must be unworn, unused, and returned in their original packaging within 14 days of delivery.
Consequences of Withdrawal
If you withdraw from this contract, we must refund all payments we have received from you, excluding shipping costs(including any additional charges incurred if you selected a more expensive shipping method than our standard option).
- The refund will be processed within 14 days after we receive both your withdrawal request and the returned item.
- The refund will be made using the same payment method that you used for the original transaction unless explicitly agreed otherwise.
- No additional fees will be charged for the refund.