Returns & Exchanges

RETURN
Our return policy lasts for 30 days. If it is more than 30 days from the date of signing your order after purchase.

Unfortunately, we are unable to provide you with return/refund or exchange services.

Any return or exchange request must be contacted with our customer service team in advance and qualified.

Any item sent back without communication will not be accepted.

To qualify for return, your item must be unused and uninstalled and in the same condition as when you received it, and it must also be in its original packaging and contain all accessories.

If the returned items are defective or lack of accessories or man-made damage.

We have the right to reject your return/refund or exchange request.

We have a complete quality inspection system.

We will check at least three times from the factory to the delivery to ensure the correctness and high quality of the products we send.

Customized products and gift cards are not returned.

REFUND
Once we receive and check your returned items, we will send an email to the mailbox reserved in your order to notify you that we have received your returned items, and we will also notify you of the approval or rejection of your refund.

If your refund request is approved, we will process your refund in a timely manner and automatically provide a refund to your credit card or original payment method within 5 working days.

After the refund is successfully processed, a successful refund email will also be sent to inform the customer that we have successfully processed your order refund.

If your order includes additional transportation costs, such as expedited transportation costs, we will directly deduct the corresponding costs, and the refund amount will not include the original shipping cost of the order.

Your refund may take some time to be formally approved, which is usually announced in a timely manner.

If we inform you that the refund has not been posted more than a week after the successful refund, please contact your credit card company or paypal to confirm the exact posted time of the refund.

If you still haven’t received the refund and have contacted the bank or paypal, please contact our customer service team for help, and we will handle it properly for you.

EXCHANGE
If the items you receive are defective or damaged, we will replace them free of charge, excluding man-made damage.

We will judge whether it is necessary to replace the parts or the whole item according to the evidence of defects or damages provided by you.

If we decide to replace the entire item, it must be unused and not installed and in the same condition as when you received it and contain all accessories, and it must also be in the original packaging.

To qualify for replacement, please contact our customer service team to communicate your problems and provide evidence.

Customers can also choose to exchange goods directly, for example, they find that they prefer a certain product after receiving the goods.

We will choose to refund or charge the difference according to the price of the new items selected by the customer.

RETURN/EXCHANGE SHIPPING EXPENSES
The customer needs to bear the freight incurred when returning goods.

If the exchange is caused by our reason, we will be responsible for the freight.

For example, we sent the wrong color/size/style.

We have a complete quality inspection system.

We will check at least three times from the factory to the delivery to ensure the correctness and high quality of the products we send.

Customers need to carefully choose their favorite style/color/compatible size when purchasing.

Because customers the reason for the replacement, we will not bear the shipping cost of the replacement and re-shipment, for example, the customer purchased the wrong compatible size, or the customer selected the wrong color or item.

CONTACT INFORMATION
Customer service team working hours: GTM +08:00 9:00pm – 6:00pm

Usually our reply time is about 1 hour during working hours. If it is not within working hours, we will reply in time after work the next day.

We are a Chinese merchant, and the time zone of the customer may be reversed day and night.

If you do not reply in time, please wait patiently.

We will properly handle all customer problems, please do not worry.

Email: support@orthflow.com