Returns & Refunds

We want you to be satisfied with your order. Please read the following information carefully before requesting a withdrawal, return, refund or product complaint.

1. Right of withdrawal for online purchases

When the buyer qualifies as a consumer, they have the right to withdraw from a distance contract within 14 calendar days without giving a reason.

The withdrawal period begins on the date when the consumer, or a third party designated by the consumer, receives the goods.

To exercise your right of withdrawal, you must notify us before the end of the 14-day period by sending a clear written statement to:

Email: sales@schrothaccessories.com
Seller: Orthoneksus LTD
Address: Plovdiv; Koprivkite 7 str

Please include:

• your full name;

• order number;

• delivery date;

• the products you wish to return;

• your telephone number or email address.

After notifying us of your decision to withdraw, you must return the products without undue delay and no later than 14 calendar days from the date on which you informed us.

2. Return address

Products must be returned to:

Recipient: ORTHONEXUX LTD
Return address: Plovdiv Bolgrad str 6a
Telephone: +359895764365
Email: sales@schrothaccessories.com

Please do not send parcels with cash on delivery. Cash-on-delivery returns may be refused.

We recommend using a tracked postal or courier service and keeping the shipping receipt until the return has been completed.

3. Condition of returned products

You may inspect a product only to the extent necessary to establish its nature, characteristics and functioning.

Returned products should be:

• clean;

• complete with all parts and accessories;

• free from damage caused by improper use;

• returned in the original packaging where reasonably possible;

• accompanied by information allowing us to identify the order.

The original packaging is not an absolute condition for exercising the right of withdrawal. However, the customer is responsible for packing the product securely for return transportation.

When a product has been handled beyond what is necessary for a reasonable inspection, or is returned damaged, stained, incomplete or inadequately packaged, we may reduce the refund to reflect the resulting loss in value.

4. Return shipping costs

The direct cost of returning products following a change of mind is paid by the customer, unless:

• we sent the wrong product;

• the product arrived damaged;

• the product has a manufacturing defect;

• we have expressly agreed to cover the return cost.

We do not accept parcels with unpaid transportation charges unless this has been agreed with us in writing beforehand.

5. Refunds

When the right of withdrawal has been validly exercised, we will refund the payments received from the customer, including the cost of the least expensive standard delivery method offered for the original order.

If the customer selected a more expensive delivery method than our standard delivery option, the additional delivery cost will not be refunded.

The refund will be made without undue delay and no later than 14 calendar days from the date on which we are informed of the customer’s decision to withdraw.

We may withhold the refund until we have received the returned products or until the customer provides evidence that the products have been sent back, whichever occurs first.

Refunds are normally issued using the same payment method used for the original transaction, unless another method has been expressly agreed.

The time required for the funds to appear in the customer’s account depends on the bank or payment service provider.

6. Products excluded from change-of-mind returns

The right of withdrawal may not apply to products that are:

• made according to measurements specifically provided by the customer;

• personalised with a name, logo, inscription or another individual feature;

• manufactured in a special configuration that is not offered as a standard product;

• modified at the customer’s explicit request;

• sealed for health protection or hygiene reasons and unsealed after delivery, where this exception legally applies.

The fact that a standard product is manufactured after an order is placed does not necessarily make it a personalised product.

Before production begins, customers ordering genuinely customised products will be informed when the statutory right of withdrawal may not apply.

This exclusion does not affect the customer’s rights where a product is defective, damaged or not as described.

7. Damaged, defective, incomplete or incorrect products

If you receive a product that is damaged, defective, incomplete or different from the product ordered, please contact us as soon as possible at [email address].

Please provide:

• your order number;

• a brief description of the issue;

• photographs of the product;

• photographs of the external and internal packaging;

• a photograph of the shipping label, where applicable.

Please keep all packaging until the case has been reviewed.

Depending on the circumstances, we may offer:

• repair;

• replacement;

• delivery of a missing part;

• a proportionate price reduction;

• a refund where the applicable legal requirements are met.

Where a defect, transportation damage or an error on our part is confirmed, the necessary return or replacement shipping costs will be covered by us.

8. Damage during transportation

Please inspect the parcel when it is delivered.

If the external packaging is visibly damaged:

1. Take photographs before opening the parcel.

2. Ask the courier to record the damage where possible.

3. Photograph the product and internal packaging.

4. Notify us immediately at sales@schrothaccessories.com.

Reporting transportation damage promptly helps us submit a claim to the carrier. It does not limit the consumer’s statutory rights.

9. Exchanges

A direct exchange due to a change in preferred size, colour or model is available only after prior written confirmation.

Where the product is not defective, the customer is responsible for the cost of returning the original product and delivering the replacement.

Depending on availability, the original product may need to be returned and a new order placed.

10. Business, clinic and distributor orders

The statutory 14-day right of withdrawal generally applies to consumers purchasing outside their trade, business or professional activity.

Returns for orders placed by companies, clinics, medical centres, distributors and other professional customers are governed by the relevant quotation, contract or separately agreed commercial terms.

Rights relating to defective or non-conforming products remain subject to the applicable law and contractual terms.

11. Contact details

For withdrawal requests, returns, complaints or refund enquiries, please contact:

Company: ORTHONEKSUS LTD
Company registration number: 208836978
Address: Plovdiv Koprivkite str 7 
Email: sales@schrothaccessories.com
Telephone: +359895764365

Nothing in this policy limits the customer’s mandatory statutory rights.