This policy describes the delivery and return conditions for ORTHOFLEX® products ordered through the ortobrand.ro website or through other official channels of ORTOBRAND INTERNATIONAL SRL.
1. Delivery
Delivery method
Orders are delivered by express courier services throughout Romania. For international deliveries, please contact us directly at office@ortobrand.ro.
Delivery times
- Romania: 2–5 working days from the confirmation and processing of the order
- Europe: 5–10 working days
- International: on request, depending on the destination
Delivery times are indicative and may be affected by public holidays, weather conditions or other unforeseen circumstances.
Order processing
- Orders are processed on the next working day after receiving payment confirmation (for bank transfer)
- For online card payments, processing begins immediately after the transaction is confirmed
- Orders received after 2:00 PM are processed on the next working day
Delivery costs
The delivery cost is calculated automatically at checkout, based on the weight of the parcel and the destination. Please check the amount before confirming the order.
Checking the parcel on receipt
We recommend that you check the integrity of the parcel in the presence of the courier. If the packaging shows visible signs of damage, refuse the parcel and contact us immediately.
2. Nature of the products — medical devices
ORTHOFLEX® products are sterile, injectable Class III medical devices. Due to their medical nature and the strict requirements for sterility, storage and transport, these products are subject to special return conditions, described below.
3. Order cancellation
Orders can be cancelled free of charge before they are shipped, by contacting:
- Email: office@ortobrand.ro
- Tel: +40 729 891 739 (Monday–Friday, 09:00–17:00)
Once an order has been shipped, it can no longer be cancelled; please follow the return procedure described below.
4. Returns
Return conditions
In accordance with the legislation in force (GEO 34/2014 on consumer rights in distance contracts), sealed medical devices that have been unsealed after delivery cannot be returned, for reasons of health protection and hygiene.
Unopened and sealed products may be returned within 14 calendar days of the date of receipt, provided that:
- The original packaging is intact, complete and sealed
- The product has not been used or damaged
- All original documents are present (invoice, certificate of conformity, leaflet)
- The product is within its shelf life
Defective or transport-damaged products
If you receive a defective or transport-damaged product, contact us within 48 hours of receipt at office@ortobrand.ro, with:
- The order number
- Photos of the outer packaging and of the product
- A description of the defect found
In this case, the cost of the return is borne by ORTOBRAND INTERNATIONAL SRL.
5. Return procedure
- Send a return request to office@ortobrand.ro, with the order number and the reason for the return
- Wait for our confirmation and instructions (within 2 working days)
- Ship the product to the indicated address, with appropriate packaging to prevent damage
- The cost of the return is borne by the customer, except for defective or incorrectly delivered products
6. Refund
The refund is made within 14 calendar days of receiving and checking the returned product, using the same payment method used for the order, unless the customer requests another method.
We reserve the right to withhold the initial delivery costs if the return is not due to a product defect.
7. Contact
ORTOBRAND INTERNATIONAL SRL
Email: office@ortobrand.ro
Tel: +40 729 891 739
Hours: Monday – Friday, 09:00 – 17:00
Strada Eroilor Nr. 1A, Otopeni, Ilfov, Romania