Refund policy

At Ortexa™, we want you and your pet to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return:

The item must be unused and in its original condition
The item must be returned in its original packaging
Proof of purchase (order confirmation or invoice) must be provided

Items showing signs of use, damage, or improper handling may not be eligible for return.

How to Start a Return

To initiate a return, please contact our support team:

Email: hello@ortexa.com

Please include:

Your order number
The reason for the return

Our team will provide return instructions and a Return Authorization number (RA).

Returns sent without authorization may not be accepted.

Refunds

Once your return is received and inspected, we will notify you of the refund status.

If approved:

Your refund will be issued to the original payment method
Processing may take 5–10 business days depending on your bank or payment provider

Original shipping charges are non-refundable, unless the return is due to our error.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.

We will:

Replace the item at no additional cost, or
Provide a full refund, including shipping if applicable

Please include photos of the product and packaging so we can resolve the issue quickly.

Exchanges

We offer exchanges for size-related issues (for example, Paw Shoes).

Contact hello@ortexa.com, and our support team will assist you with the exchange process.

Return Shipping

Customers are responsible for return shipping costs, unless the return is due to:

A damaged or defective item
An incorrect item sent by us

For your protection, we recommend using a trackable shipping service.

Ortexa™ is not responsible for items lost during return shipping.

Delivery Confirmation

Once a package is marked “Delivered” by the shipping carrier, the order is considered successfully delivered.

Ortexa™ is not responsible for lost or stolen packages after confirmed delivery.

If you believe your package was stolen, please contact the shipping carrier to file a claim.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned due to an incorrect address provided by the customer:

The customer will be responsible for reshipping costs, or
The order may be refunded minus shipping costs

If you notice an address error after placing an order, please contact us immediately at hello@ortexa.com.

Used Items

For hygiene and safety reasons, products that have been opened, used, or consumed may not be eligible for return unless the item is defective.

This policy helps ensure product quality and safety for all customers.

Need Help?

If you have any questions about returns, exchanges, or your order, our support team is happy to assist.