Return / Refund Policy
We have a 7-days return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return Procedures:
To start a return, you can contact us at ortoly.co2021@gmail.com and provide us with the following details:
- Invoice/Proof of Purchase
- Clear Photos/Videos of Items Received
- Reason for Return/Refund
Please note that returns will need to be sent to the following address:
6018-7660131
83000, Batu Pahat Johor.
You can always contact us for any return question
at +60 18-7660131(WhatsApp only)
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and arrange for a refund/exchange to you as soon as possible.
Exceptions / non-returnable items
Certain types of items cannot be returned, like customized products (such as special orders or personalized items).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ortoly.co2021@gmail.com.
Return /Refund & Exchange Condition 1:
"When the product is still unused, but you find it wrong or defective."
If the product you have purchased is unused but faulty, defect, or wrongly described anywhere within our website within 7 days of your parcel arrival, you are able to ask for a full/partial refund or exchange depends on the situation. The return fees will be imposed by us.
Return /Refund & Exchange Condition 2:
"When the product is still unopened, unused, correct and in good condition."
If the product you have purchased can unopened, unused, function well, and/or is correctly described as you saw within our website, but it does not meet your expectation, you are able to ask for exchange or refund within 7 days of your parcel arrival. The return fees will be imposed by the recipient since it is delivered in a good condition and no problem in the first place.
Reminder: For products that have already been used, we don't provide any Return Guarantee. For example, bedding sets that have already been washed.