Refund policy
Last updated: August 13, 2026
This Policy applies to products purchased through orttu.com. The seller and merchant of record is WithReach LLC for United States deliveries and the applicable Global-e entity for deliveries outside the United States, as identified at checkout and in your order documentation. ORTTU administers Customer Care and returns on the seller's behalf.
Nothing in this Policy limits a statutory warranty, guarantee, cancellation, withdrawal or other consumer right that cannot legally be excluded.
1. Return window
ORTTU's commercial return windows begin on the date the order is delivered:
- Refund to the original payment method: request the return within 14 days after delivery.
- Exchange or store credit: request the return within 20 days after delivery. Eligible exchanges and store-credit returns are free.
After day 14 and through day 20, an eligible product may be exchanged or returned for store credit, but it is no longer eligible for a discretionary refund to the original payment method.
Start the request through the ORTTU returns portal. The same Loop portal is the customer starting point for United States and international returns. Available options may vary by destination, item and order.
A request submitted within the window does not guarantee acceptance. The item must meet the eligibility requirements below and be received and inspected.
2. Return condition
To qualify for a return, an item must be:
- unworn, unwashed and unaltered;
- free from marks, odour, damage or signs of use;
- returned with all original tags attached;
- returned with any original protective packaging; and
- returned in the original ORTTU cloth pouch.
The ORTTU pouch is required for a valid discretionary return. We may refuse a return that does not meet these conditions, subject to rights that cannot legally be excluded.
3. Non-returnable items
The following items are not eligible for a discretionary refund, store credit or exchange:
- products marked Final Sale before purchase;
- gift cards;
- underwear and briefs;
- swimwear;
- earrings and other pierced jewellery;
- personalised or customised products;
- products that have been worn, washed or altered; and
- products that do not meet the return-condition requirements above.
A discounted product remains returnable unless it was explicitly marked Final Sale before purchase.
These exclusions do not remove rights that apply when a product is faulty, damaged, incorrect, misdescribed or otherwise protected by mandatory law.
4. Exchanges
Eligible exchanges are free. ORTTU provides the return label and ships the approved replacement without an additional exchange-shipping charge.
- United States orders: where the portal offers the option, you may exchange for a product of a different value. Any additional amount or refund difference will be handled through the exchange flow.
- International orders: exchanges are available for the same SKU in another colour or another eligible item at the same price, where offered through the portal. International exchanges cannot create a price difference.
Exchange inventory is not guaranteed until the request is processed. If the selected replacement is unavailable, Customer Care will contact you about the available refund, credit or alternative options.
5. Return labels and fees
Use the prepaid return label generated through the ORTTU returns portal. Loop calculates and displays any applicable return-label fee during the request.
- Exchanges: the return label and replacement shipping are free.
- Refund to the original payment method: the return-label fee shown in the portal is deducted from the refund, unless ORTTU or applicable law requires otherwise.
- Store credit: the return label is free for an eligible store-credit return requested within 20 days after delivery.
Do not send a return using an unapproved label or method unless Customer Care instructs you to do so. ORTTU cannot reliably track a return sent outside the approved process and may be unable to refund an item that is lost before receipt. This does not affect responsibility imposed by applicable law.
6. Refund amount
For an approved return, the seller will refund the eligible product amount to the original payment method, gift card or other original tender, subject to this Policy and applicable law.
Original outbound shipping charges are generally non-refundable. Exchange shipping is free as described above.
Whether duties and taxes are refundable depends on the destination, the merchant-of-record arrangement, the checkout terms and applicable law. Any refundable amount will be handled by WithReach LLC or the applicable Global-e seller. ORTTU does not promise that every duty, tax, shipping charge or protection charge is refundable.
7. Inspection and refund timing
After the return reaches the designated facility, allow approximately 5–7 business days for inspection and refund approval.
Once approved, the refund is issued to the applicable original payment method or tender. Your bank, card issuer or payment provider may need additional time to post the funds. ORTTU does not control that external processing time.
We will contact you if the return fails inspection or additional information is needed.
8. Faulty, damaged, missing or incorrect items
Contact Customer Care before submitting a normal return if an item is faulty, damaged, missing from the parcel or different from what you ordered.
Include:
- your order number;
- the affected product;
- a description of the problem; and
- clear photographs showing the item, packaging and shipping label where relevant.
Photographs are required so we can assess the issue and, where necessary, raise it with the warehouse or carrier. ORTTU will cover reasonable return and replacement costs for a confirmed faulty, damaged, missing or incorrect item.
Contact us promptly so we can investigate effectively. A request for prompt notice or photographs does not extinguish a statutory right or remedy.
9. Orders from other retailers
ORTTU cannot process a return or exchange for a product purchased from another retailer, marketplace or store. Contact the original seller and follow its return policy. Your legal rights against that seller remain unaffected.
10. EU, EEA and UK withdrawal rights
If mandatory withdrawal rights apply to your order, you may have the right to cancel the purchase within 14 days after delivery without giving a reason, subject to statutory exceptions. That right is separate from ORTTU's commercial return windows and is not reduced by this Policy.
For deliveries outside the United States, the applicable Global-e entity identified at checkout is the seller. Submit an eligible EU or EEA withdrawal through the Withdraw from Contract (EU) function, or send an unambiguous withdrawal request to info@orttu.com with the subject WITHDRAWAL REQUEST and your order details. ORTTU will route the request to the applicable seller where necessary.
Where law requires it, the seller will reimburse eligible payments, including the least-expensive standard outbound delivery charge, within the legally required period. The seller may withhold reimbursement until it receives the goods or you supply evidence of return, where the law permits. You may be responsible for direct return costs if that was properly disclosed before purchase, except where the seller agreed to pay or law requires otherwise.
Statutory exceptions may apply to sealed hygiene products after unsealing, personalised goods and other categories defined by law. The mere fact that an item is marked Final Sale does not remove a mandatory withdrawal right unless a lawful exception applies.
11. Checkout+ and parcel issues
Checkout+ is a separate shipping-protection service for eligible orders. Claims are submitted through Customer Care. Coverage, evidence requirements, exclusions and remedies depend on the Checkout+ terms applicable to the order.
Checkout+ does not replace or limit rights you have against the seller for non-delivery, damage, faulty goods or another protected issue.
12. Contact
For return help, use the Contact Us page or email info@orttu.com.
We usually reply within 1–2 business days. This is a service target and does not extend a return, withdrawal or legal deadline.