Refund policy

Exchange, Return and Refund Policy

1. Right of withdrawal (14 days)

You may withdraw from your online purchase within 14 days, counted from the day you receive your order, without giving a reason. This right comes from Decree-Law No. 24/2014.

To use it, tell us by email or phone, giving your order number and whether you want a refund or an exchange. After you tell us, you have another 14 days to send the product back.

2. Return conditions

The product must be returned in good condition, in the same packaging in which it was sent, with its accessories and invoice. For hygiene and health protection reasons, the product must not have been used. You may open it and try it only to check the size and how it works. If the product has lost value because it was handled more than necessary, we may deduct that loss from the refund.

The receipt of returned packages at our warehouse is filmed in real time, and the recording is kept for the purpose of resolving any disputes.

Hygiene and personal-use products delivered sealed (for example gloves, creams and products in direct contact with the skin) cannot be returned once opened, for health and hygiene reasons, unless they are defective.

3. Size or model exchanges

We accept exchanges for another size or model within the same 14 days and under the same conditions as returns. Contact us with your order number and the size or model you want. The cost of sending back the original product is paid by you (see section 4). The new product depends on stock availability and is shipped to you at no delivery cost after we receive the returned product.

4. Return costs

The direct cost of returning a product is paid by the customer, unless the product is defective, arrived damaged or is not what you ordered. In those cases, Ortovitalis pays the costs.

For bulky products, such as wheelchairs, walkers and scooters, please contact us before sending them so we can agree the best way to return them.

5. Refunds

We refund all payments received, including the cost of the original delivery (at the cheapest option we offer), within 14 days of the day you tell us your decision. We may wait until we receive the product or until you show proof that you sent it.

Refunds are made to the same payment method used for the purchase. If you used a discount code, the refund is the amount you actually paid.

New products have a legal guarantee of 3 years from delivery, under Decree-Law No. 84/2021. If a product is defective or arrives damaged, contact us as soon as possible with your order number and photos. We will repair or replace it at no cost to you. If that is not possible, you may ask for a price reduction or to cancel the contract. If the defect appears within 30 days of delivery, you may choose replacement or cancellation of the contract directly.

7. How to return, contact and complaints

  1. Write to care@ortovitalis.com or call +351 913 934 835 or +351 252 086 724, with your order number, the product, and whether you want a refund or an exchange.
  2. We will reply with shipping instructions.
  3. Pack the product in the same packaging in which you received it, with its accessories and invoice, and send it with proof of dispatch. Keep that proof.

If you have a complaint, you can use the Complaints Book. You may also turn to a consumer alternative dispute resolution body; the list is on the Consumer Portal (consumidor.gov.pt).

Versión en español: Política de Cambios, Devoluciones y Reembolsos

En Ortovitalis aceptas la devolución de tu pedido en un plazo de 14 días. El coste del envío de la devolución corre por cuenta del cliente, salvo en caso de defecto o de error nuestro, y también aceptamos cambios de talla o modelo dentro del mismo plazo.