Refund & Return Policy
Last updated: April 2026
At Ortholeg™, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.
Eligibility
Returns are accepted within 30 days of the delivery date. Items must be unused, unworn, with all original tags attached and returned in their original packaging. Worn or personalised items cannot be returned. Proof of purchase is required (order number or receipt).
Return Process
- Email support@ortholeg.com with your order number and reason for return
- Our team will respond within 24–48 working hours with return instructions and the return address
- Pack the item securely and ship it using a trackable postal service
- Keep your tracking number — we cannot be held responsible for items lost in transit
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item received is defective, damaged or incorrect. In these cases, Ortholeg™ will cover all return shipping costs in full.
Refunds
Once we receive and inspect your returned item, we will notify you by email. Approved refunds are processed within 5–7 business days and issued to your original payment method. Please allow additional time for your bank to process the transaction.
UK customers: Under the Consumer Rights Act 2015, if your item is faulty, not as described, or not fit for purpose, you are entitled to a full refund within 30 days of purchase. Under the Consumer Contracts Regulations 2013, you also have the right to cancel your order within 14 days of receipt without giving a reason. These statutory rights are in addition to our store policy above.
Australian customers: Our products come with consumer guarantees under the Australian Consumer Law (ACL) that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss. These statutory rights are in addition to our store policy above.
Exchanges & Wrong Size
Received the wrong size? We will send you the correct size completely free of charge — no return needed. Simply email support@ortholeg.com with your order number, a photo of the item and your foot length in cm. Our team will arrange the replacement immediately.
Non-Returnable Items
- Items marked as Final Sale
- Worn or used items
- Items without original packaging or tags
Shipping
All orders are processed within 24–48 hours. Free standard shipping on all orders. A tracking number will be sent to your email once your order has been dispatched.
- United Kingdom: 5–10 business days
- Australia: 5–10 business days
Contact
Email: support@ortholeg.com
Monday – Friday: 9am – 5pm (GMT/BST for UK | AEST for AU)