Returns & Exchanges Policy

At Ortovoxert Boutique, we stand behind the quality of our outdoor equipment and want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Key Points:

  • 15-day return window from delivery date
  • Free returns for defective or incorrect items
  • Original shipping costs are non-refundable
  • Refunds processed within 5 business days
  • Some items may be non-returnable (see below)

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

  • Unused and in the same condition as when you received it
  • In its original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

Based on our product categories, the following items cannot be returned for hygiene or safety reasons:

  • Messer (Knives): All cutting tools for safety reasons
  • Outdoorküche (Outdoor Kitchen): Used cooking equipment
  • Customized or personalized items
  • Items marked as „Final Sale“

Return Process

  1. Initiate Your Return: Email our customer service at [email protected] with your return request using the template below.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions.
  3. Package Your Item: Securely pack the item in its original packaging.
  4. Ship Your Return: Send the package to our warehouse at:
    Ortovoxert Boutique Returns
    Pontstraße 70
    Aachen, DE 26615
    Germany
  5. Track Your Return: We recommend using a trackable shipping service.

Return Shipping Costs

  • Free returns: For defective, damaged, or incorrect items
  • Customer-paid returns: For change-of-mind returns (original shipping costs are non-refundable)

Note: For international returns outside the EU, customers are responsible for any customs fees or taxes.

Refund Process

Once your return is received and inspected (typically within 3-5 business days after arrival):

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 5 business days
  • Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank processing times may vary (typically 3-10 business days)

Exchange Process

To exchange an item:

  1. Follow the standard return process
  2. Clearly indicate in your return request what item you’d like instead
  3. If the new item costs more, you’ll be invoiced for the difference
  4. If it costs less, you’ll receive a refund for the difference

Note: Exchanges are subject to product availability.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Ortovoxert Boutique Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item Name: – Reason for Return: – Preferred Resolution: (Refund/Exchange for [Item Name]) – Order Date: – Delivery Date: Please let me know the next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a free return and replacement

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

At Ortovoxert Boutique, we’re committed to your satisfaction both in the outdoors and in your shopping experience with us.