EXCHANGES AND RETURNS FOR GOODS PURCHASED
VIA THE ONLINE SHOP 

If you have tried the item at the end of the reception and you have confirmed that the size does not correspond to you or you want to exchange the item for another one, as well as in case of return or complaint, we kindly ask you to contact us by clicking on the form:

COVERS THE REPLACEMENT/REVERSAL PROCEDURE

Notice from Article 26, Paragraphs 1 and 2 of the Law on Consumer Protection ("Official Gazette of RS", No. 88/2021) The consumer has the right to withdraw from a contract concluded at a distance, i.e. outside the business premises of the seller within 14 days, without giving reasons and additional costs, except for costs from Articles 33 and 34 of the Law on Consumer Protection ("Official Gazette of RS", No. 88/2021).  

If you have received the shipment and for any reason want to cancel the conclusion of the contract, you have the right to do so within 14 days from the date of receipt of the shipment . If you have ordered several items, the deadline for withdrawing from the conclusion of the contract is calculated from the moment of receipt of each item separately.

After a period of 15 days from the date of receipt of the shipment, the Consumer loses the right to withdraw from the contract. In case of withdrawal from the conclusion of the purchase contract, you have the right to exchange the ordered article for another or to have the money returned to you.

In order to exercise the right to withdraw from the contract, the returned item must not be damaged or worn , must not have been used in external conditions . The consumer has the right to return the item, but if the item has been used in a way that is not adequate, i.e. the use of the article exceeded what is necessary to establish the nature and characteristics of the product, the Consumer is solely responsible for the diminished value of the article. The item to be returned must be returned in its original packaging, with an attached receipt and a completed cancellation form. 

The filled-in form for withdrawing from the contract produces legal effect from the day it is sent to the merchant.

In the event of cancellation of the purchase contract and return of the item, i.e. in case of replacement of the ordered item, the Consumer bears the direct costs of returning the item and resending the replacement item, except in the case when the Consumer receives a defective or wrong item from the Merchant . 

•  Note: The processing of data in this form is in accordance with Article 12. Paragraph 1. Point 2) of the Personal Data Protection Act ("Official Gazette of RS", No. 87/2018), in order to execute the concluded contract between the Merchant and the Consumer. By signing this form, the Consumer gives his consent to the processing of data in accordance with Article 15 of the Personal Data Protection Act ("Official Gazette of RS", No. 87/2018), the consent of the person to whom the data refers,  the Consumer gives in a written statement. The data you provide in this form are used to record changes in the circulation of goods and www.ortomed.rs will not use them for other purposes. The Consumer has the right to request access, correction or deletion of his personal data from the Merchant, i.e. he has the right to limit processing, the right to object, as well as the right to data portability, he also has the right to revoke consent at any time. The consumer has the right to file a complaint with the Data Processing Commissioner. 

PROCEDURE FOR REPLACEMENT OF ITEM SIZE:  RUN  

Please prepare the following information:

• PFR fiscal account number
• Your online order number

PROCEDURE FOR EXCHANGING AN ITEM FOR ANOTHER:  START 

Please prepare the following information:

• PFR fiscal account number
• Your online order number
• The item name and size you want to exchange for

After filling out the form , a physical check is made to see if the desired size is available, i.e. the desired article, after which you will receive instructions to your email address where the entire process of exchanging the size for the appropriate one, i.e. exchanging the article for another, will be explained to you. 

RETURN / WITHDRAWAL PROCEDURE:  START 

Please prepare the following information:

• PFR fiscal account number
• Your online order number
• Your ID number
• Your current account number 

It is not possible to change/cancel the ordered article, if it has been worn, that is, when returning the goods, it must be returned in a correct and unused condition and in the original undamaged packaging.

DEADLINE FOR REPLACEMENT AND WITHDRAWAL FROM THE CONTRACT

The deadline for changing the size of the article or exchanging it for another model is 14 days from the moment of submission of the request by the customer, and after receiving the product.

REPLACEMENT COSTS

The direct costs of replacing goods are borne by the consumer , except in cases where the consumer receives a defective or wrong product from the trader.

NOTE:  By confirming your order by clicking on the CONFIRM ORDER button, you agree to the terms of exchanging the size of the item and exchanging the item for another.

COMPLAINT: START  

If non-conformities appear on the purchased product in terms of the provisions of the Law on Consumer Protection, please initiate the complaint procedure.

You can see all the details and conditions of the complaint at the link: Conditions of complaint.