Hip Support

Return/Exchange Policy for Orthomen Products

• Return Eligibility (what is required to be eligible for a return)
• * Purchase must have been made directly with Orthomen
• * All returns must be made inside product's warranty window
• * Issue must be confirmed with a Orthomen product expert using photos or videos for a refund request to be considered
• Shipping charges are non-refundable
• Customers may be required to pay cost of return label + restocking fee*
• All purchases have a 30-day return window. Customer is responsible return label, Orthomen can issue a label but the cost will be taken out of the reimbursement.
• An item must first be returned and received before a exchange or refund is processed
• * If a return is not received by carrier within 30 days after the request has been approved we will consider the return to be delinquent and a refund will not be processed. 
• A return must be authorized by our support team in order to be eligible for a return.
• Customers must report any issues with any product within the first 30 days of purchase. If any defects or damages at arrival are not reported within the first 30 days, the above warranties will not apply.
• Items not returned in their original packaging and condition will not be eligible for a refund
• Any products that may come into contact with bodily fluids are not able to be returned nor refunded when opened due to health risks. Products include but are not limited to bathroom safety, braces, mattresses, pads, cushions, lift transfer chair. Any item that falls under one of these categories will be reviewed using a pre-determined set of formal requests and documentations before having the potential to qualify as returnable. This policy is in place for the health and well being of our employees, thank you for understanding.

* restocking fee: items equal to or greater than 20lbs will be charged 20% restocking fee (20% of return price)

NOTE: All returns MUST have Return Authorization to be credited. Please email us at info@orthomen.com to request your Return Authorization.

Cancellations for Orthomen Products

• We try to ship orders as fast as possible.  We are happy to cancel your order if your shipment has not already been processed.
• To cancel, please contact our customer support ASAP. All requests must be made within 2 hours of placing your order.
• If an order has been processed, you will have to proceed with the return as outlined above.

Refund

Once your return is verified, Orthomen will issue a credit to the card used for the purchase. It can take up to 4 weeks for your card to be credited by the issuer. Purchases made by check or money order will be issued a check within 30 days.

NOTE: If your item was defective or damaged during shipping, please call us immediately at 1-818-394-8899 & we will arrange for the item to be replaced or repaired.