Refund, Returns & Warranty Policy
Returns
Our return policy lasts 30 days from the date you receive your order. Unfortunately, if more than 30 days have passed, we are unable to offer a full refund or exchange.
Note, return shipping must be arranged by the customer via local post or courier. Ortomi can then compensate for return shipping only up to the value of $20 AUD.
To be eligible for a return, your item must:
- Be in the same condition you received it
- Be in the original packaging
- Include proof of purchase (receipt or order confirmation)
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (such as food, flowers, newspapers, or magazines)
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Downloadable software products
- Certain health and personal care items
Partial Refunds
Partial refunds may be granted in the following situations:
- Books showing obvious signs of use
- Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
- Items not in original condition, damaged, or missing parts for reasons not caused by our error
- Items returned more than 30 days after delivery
Refunds
Once we receive and inspect your return, we will notify you by email to confirm receipt of the item and advise whether your refund has been approved or rejected.
If approved, your refund will be processed and automatically applied to your original payment method within 10 business days.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your credit card provider — processing times may vary
- Contact your bank, as refunds can take additional time to appear
If you have completed these steps and still have not received your refund, please contact us at support@ortomi.com.
Sale Items
Only regular-priced items are eligible for refunds. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. To request an exchange, email us at support@ortomi.com and send your item to:
SE415, 147 Pirie Street
Adelaide SA 5000
Australia
Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the return is received, a gift certificate will be issued to you.
If the item was not marked as a gift at purchase, or the gift was shipped to the purchaser first, the refund will be issued to the original purchaser.
Return Shipping
Please send returns to:
SE415, 147 Pirie Street
Adelaide SA 5000
Australia
Customers are responsible for return shipping costs. Shipping costs are non-refundable, and any return shipping costs may be deducted from your refund.
Delivery times for exchanged items may vary depending on your location.
For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Warranty
If you experience issues as a result of factory defects or arising from ordinary use, we will provide support, spare parts and/or a replacement unit to resolve the issue. This warranty is valid up to 2 years from the date of purchase. If a customers then experiences more issues with a replacement unit provided under warranty, Ortomi reserves the right to provide a full refund instead of another replacement unit, depending on the nature of the fault.
If you have any issues please contact our email support at: support@ortomi.com
Need Help?
For any questions regarding refunds or returns, contact us at support@ortomi.com.