You have 30 days from the date of delivery. You can return the product you do not want as long as it is in perfect condition, free of hair, odours, dirt or signs of use.
Custom-made products are non-returnable
Send the product you want to return to our office by the shipping method of your choice. In the package, you must include a note with your full name and order number or a copy of the invoice. The address for shipping is:
Ortocanis S.L.U.
Eduard Marquina 15-17
08911 Badalona (Spain)
IMPORTANT:
1. The product must be returned in perfect condition, free of hair, odours, dirt or signs of use. If the product received is not in perfect condition, a discount of between 20% and 50% of the amount to be returned may be applied.
2. If you are returning from a country outside the European Union, when filling in the customs declaration (CN22 and/or CN23), please mark "Goods returned - Unsuccessful sale".
If you have paid for your order by bank transfer or cash on delivery, we will need your IBAN and SWIFT/BIC to make the payment. You can write it down on a sheet of paper inside the package.
It may take a few days from the time you make the return until we receive it due to postal or courier management.
Once we have received the product and checked that it is in perfect condition, we will send you a notification e-mail and refund the amount of the product within seven days.
How do I exchange an order at Ortocanis?
If you want to make an exchange, you have to place a new order with the size or product you need and return the product that does not fit.
You have two options:
1) Place an order for the new product with a collection service for the old product (only available in the Iberian Peninsula, collection service cost 6,95 €):
- Add the product you need to your cart and click on "continue shopping".
- Add to cart the product "Pick up" for a total of 6,95 € and click on "checkout".
- On the check out page you will have: the new product, the pick up service (6,95 €) and the shipping costs.
- Confirm and pay the order.
In this case the delivery person who delivers the new order will pick up the one you want to return. Please prepare the product in a closed package and have it ready for collection.
IMPORTANT: In the package with the new order, on the outside there is a transparent envelope where you can find the label for the return of the product you do not want: take it out of the envelope and stick it on the package that the carrier has to pick up.
2) Place an order for the new product and return the old product yourself: place an order for the new product you need and send us back the one you do not want. To make the return you can follow the steps above in "How to return an order at Ortocanis".
Ortocanis Technical Team
