Refund Policy
Last updated: August 10, 2026
We want you to feel confident trying your OrthoZen product. Purchases made directly through storeorthozen.com are covered by our 60-day money-back guarantee, subject to the terms below.
60-Day Guarantee
You may request a return within 60 calendar days after the carrier confirms delivery of your order. To qualify:
- The product must have been purchased directly from storeorthozen.com.
- You must provide your order number and the email address used at checkout.
- All product components and accessories must be returned.
- A reasonable fitting and trial of the product is permitted. Products materially damaged by misuse, alteration, abuse, or care that conflicts with the product instructions may be ineligible, except where applicable law requires otherwise.
- For hygiene and safe handling, returned wearable products must be clean and dry.
How to Start a Return
Email support@storeorthozen.com within the 60-day period. Include your order number and a brief description of the reason for the return. Please do not send a product back before receiving return instructions.
Free Return Shipping
We pay the return shipping cost for all approved returns under this guarantee. We will provide a prepaid return label and the correct return address. If a prepaid label cannot be issued, do not purchase return postage unless we authorize it in writing. Returns sent cash-on-delivery or to an unauthorized address may be refused.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible. We may request photographs or other information needed to resolve the issue. We will arrange a replacement or refund, including return shipping, at no cost to you.
Refunds
After the returned product is received and inspected, we will notify you of the outcome. An approved return receives a refund to the original payment method for the full product price and any standard outbound shipping charge paid directly to us. We do not charge restocking fees.
Optional expedited-shipping charges and duties or fees paid directly to a carrier or government authority are not refundable unless required by law. Although we issue approved refunds promptly, your bank or card provider may need additional time to post the credit.
Order Cancellations
Contact us immediately if you need to cancel an order. We will attempt to cancel it before fulfillment, but cancellation cannot be guaranteed after processing begins. If the order has already shipped, you may use the return procedure above after delivery.
Packages Not Delivered
If tracking has not updated or your package has not arrived within the stated delivery period, contact us. We will investigate with the carrier and, when appropriate, provide a replacement or refund.
Your Legal Rights
This policy provides a voluntary 60-day guarantee and does not limit any non-waivable rights or remedies available under applicable federal or state consumer-protection law.
Contact
For return or refund assistance, email support@storeorthozen.com.