Last Updated: September 21, 2026
This Returns and Refunds Policy governs returns, refunds, Return Authorization requests, product-condition requirements, return shipping, restocking fees, refund calculations, exchanges, product problems, and related matters for purchases made through OrthoTape.com, operated by K10 Medical Supply LLC dba OrthoTape.com.
This policy forms part of our Terms of Service and should be read together with our Shipping Policy.
When OrthoTape presents a required terms-and-conditions checkbox or similar acceptance control during cart or checkout, checking that box constitutes the customer's affirmative electronic acceptance of the policies identified in the acceptance statement, which may include this Returns and Refunds Policy, the Terms of Service, and the Shipping Policy.
Where available, OrthoTape and its authorized service providers may retain records associated with that acceptance, including the order number, order date and time, acceptance date and time, acceptance statement, applicable policy links or versions, and transaction or checkout information.
The return and refund terms applicable to a completed purchase are the terms made available and applicable when that order was placed. Later changes to this policy do not retroactively change the material return or refund terms governing a previously completed purchase unless required by applicable law or separately agreed to by the parties.
Eligible products may be returned within 60 days from the date the order was delivered.
Return eligibility remains subject to the product-condition requirements, product-specific disclosures, restocking-fee provisions, and other terms stated in this policy.
Certain products may have product-specific return restrictions when those restrictions are clearly disclosed on the product page, in the cart, or during checkout before purchase. A product-specific material return term disclosed before purchase controls that specific issue.
To request a return, please use our return-request page:
Start a Return / Request a Return Authorization
The return-request page contains our Return Authorization form and the full Returns and Refunds Policy for reference.
After a return request is reviewed, we will normally provide a Return Authorization (RA) number and return instructions within 1–2 business days.
Please follow the return instructions provided by OrthoTape and include the assigned RA number with the return. This helps our returns team identify and process the merchandise when it arrives.
Submitting a return request, receiving an RA number, or delivery of a return package to our facility does not by itself constitute approval of a refund. Returned merchandise must be received and inspected before final refund eligibility and any applicable deductions are determined.
Unless the return involves an approved shipping-damage, OrthoTape fulfillment-error, product-defect, or applicable warranty claim, merchandise returned under our voluntary return policy must meet the following product-condition requirements:
Packaging and component deficiencies involving an otherwise eligible unused and unworn product are evaluated separately under the restocking-fee provisions in Section 8 below.
Because many products sold by OrthoTape are medical, orthopedic, rehabilitation, mobility, bracing, or casting products, return-condition requirements are strictly evaluated for health, hygiene, product-safety, and resale reasons.
Acceptance of a returned package at our facility does not constitute approval of a refund. All returned merchandise is subject to inspection.
A product that has been worn, used, soiled, contaminated, altered, molded, heated, modified, customer-damaged, or otherwise shows evidence of use is not eligible for a refund under our voluntary return policy.
Examples of evidence that may make a product ineligible for a voluntary-return refund include, but are not limited to:
The 50% packaging restocking fee described below is not an alternative to this no-refund rule. If the product itself is used, worn, contaminated, altered, or otherwise ineligible under this section, no voluntary-return refund will be issued merely because the product could potentially be cleaned, repaired, repackaged, or resold at a discount.
This restriction does not prevent a legitimate claim involving a verified product defect, shipping damage, OrthoTape fulfillment error, applicable manufacturer warranty, or other right or remedy that applicable law does not permit us to exclude.
If an item is returned and determined to be used or otherwise ineligible for a voluntary return, no voluntary-return refund will be issued. If the customer wants the merchandise shipped back, the customer is responsible for the cost of that shipment unless applicable law requires otherwise.
For voluntary customer returns, including returns due to size, fit, preference, ordering the wrong item, ordering the wrong side or configuration, or no longer needing the product, the customer is responsible for return shipping costs.
OrthoTape does not normally provide prepaid return labels for voluntary returns.
If OrthoTape shipped the wrong product, the merchandise arrived damaged, a verified product defect is involved, or we specifically approve a prepaid label as part of a claim, we will provide the appropriate return instructions and shipping remedy.
Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns.
This includes returns due to size, fit, preference, ordering the wrong product, ordering the wrong side or configuration, or no longer needing the product.
Original outbound shipping may be refunded when appropriate if OrthoTape shipped the wrong item, the merchandise was damaged or defective when received, the shipment was not provided as agreed, or a shipping refund is otherwise required by applicable law.
Some otherwise eligible voluntary returns are subject to restocking fees. Applicable restocking fees are deducted from the eligible merchandise amount before the refund is issued.
Restocking fees apply only when the merchandise remains eligible for a voluntary-return refund. A restocking fee does not convert a used, worn, contaminated, altered, or customer-damaged product into an eligible return.
Eligible voluntary returns of the following brands are subject to a 20% restocking fee:
An approved voluntary return of one of these products therefore receives 80% of the eligible merchandise amount before considering any separately non-refundable original outbound shipping charge.
Eligible voluntary returns of merchandise that was originally shipped with free or promotional outbound shipping are subject to a 20% restocking fee. This helps offset non-recoverable outbound fulfillment, shipping, and return-processing costs associated with the original order.
If a product already carries the 20% brand-specific restocking fee listed above, a second 20% fee is not added merely because the order also received free or promotional shipping.
An otherwise eligible unused and unworn product may be subject to a 50% restocking fee when required original product packaging, product bags, boxes, instructions, accessories, components, labels, or other original materials are missing.
This fee applies only when the product itself remains unused, unworn, clean, uncontaminated, and suitable for resale, but the missing packaging or materials materially reduce its resale value or prevent the product from being sold as new at its normal retail value.
An otherwise eligible unused and unworn product may be subject to a 50% restocking fee when the product itself remains usable and resalable, but the original packaging, instructions, labels, accessories, components, or other included materials are missing, damaged, marked, taped, written on, crushed, torn, stained, or otherwise materially deteriorated.
This fee applies when the returned merchandise itself remains eligible for resale but, because of the condition of its packaging or included materials, can no longer reasonably be sold as new at its normal retail value.
The 50% restocking fee does not apply as an alternative to our no-refund rule for used or damaged merchandise. A product that has been worn, used, soiled, contaminated, altered, molded, heated, modified, customer-damaged, or returned with pet hair, dirt, bodily fluids, odors, smoke residue, stains, residue, or other evidence of use is not eligible for a refund under our voluntary return policy.
If contamination, staining, dirt, residue, pet hair, bodily fluids, odors, or other conditions have affected the product itself rather than only its disposable or external packaging, the return will be evaluated under the no-refund provisions of Section 5 rather than under the 50% packaging restocking-fee provision.
If the product or its packaging arrived from OrthoTape in damaged condition, please follow the damaged-product procedure below so the condition can be documented as an order problem rather than being treated as customer-caused return damage.
Percentage-based restocking fees are not cumulative. If more than one percentage-based restocking category applies to the same returned item, the highest applicable percentage will be used rather than adding multiple percentages together.
For example, an EXOS product normally subject to a 20% restocking fee that is returned without required original packaging may instead be subject to the applicable 50% packaging-condition fee. The two percentages would not be added together to create a 70% fee.
Non-refundable original outbound shipping and customer-paid return shipping are separate from percentage-based restocking fees.
An approved refund is calculated from the eligible merchandise amount paid, less any applicable restocking fee or other deduction expressly stated in this policy and applicable to the transaction.
Example: If merchandise cost $100.00, the product is subject to a 20% restocking fee, and the customer paid $12.00 for original outbound shipping:
If the return involves an OrthoTape fulfillment error, verified shipping damage, verified product defect, or another circumstance for which a voluntary-return deduction is not appropriate, the refund or other remedy will be determined according to the facts, applicable product or manufacturer terms, and applicable law.
Returned merchandise may be inspected for product identity, completeness, signs of wear or use, pet hair or other hair, dirt, stains, residue, alteration, molding or heating, contamination, product damage, packaging condition, missing components, odors, and other facts relevant to return eligibility.
Where reasonably necessary, OrthoTape may create or retain inspection notes and photographs documenting the condition of returned merchandise and packaging.
Return-request information, customer return declarations, return tracking, inspection records, photographs, refund records, and related communications may be retained as business records and used to administer the return or resolve a later transaction question or payment dispute, subject to our Privacy Policy and applicable law.
Once returned merchandise is delivered to our return facility, please allow up to 30 days for inspection, processing, and issuance of an approved refund.
The return-processing period begins when OrthoTape receives the merchandise, not when the customer ships the package.
Refunds are issued to the original payment method whenever possible.
After OrthoTape submits a refund, the payment processor and the customer's bank or card issuer control when the credit appears on the customer's account. Posting times vary by financial institution and may require additional business days.
OrthoTape does not process direct exchanges.
If you need a different size, side, color, model, configuration, or product, we recommend placing a new order for the replacement item and separately returning the original eligible product.
The replacement order is a new transaction and is subject to the product price, availability, shipping charge, and other terms applicable when the replacement order is placed.
The original return is processed according to this Returns and Refunds Policy. A returned item does not automatically qualify for a full refund. Applicable restocking fees and non-refundable original outbound shipping charges are deducted as stated in this policy.
If OrthoTape shipped the wrong product, merchandise arrived damaged, components are missing, or a product appears defective, please indicate this in your return request or contact us at help@orthotape.com.
For shipping damage, wrong-item, or missing-component claims, please notify us within 5 business days of delivery whenever reasonably possible. Prompt notice gives us the best opportunity to document the condition and preserve carrier or supplier claim rights. This requested reporting period does not eliminate any right or remedy that applicable law does not permit us to waive.
Please retain the product and all relevant packaging. We may request clear photographs showing:
Video may also be requested when movement, fit, mechanical operation, or another dynamic condition is reasonably relevant to evaluating the issue.
Do not discard the product or packaging until we confirm that it is no longer needed for the claim. A carrier, manufacturer, distributor, or other authorized party may require this evidence.
Approved claims resulting from an OrthoTape fulfillment error, verified shipping damage, or verified product defect are not subject to voluntary-return restocking fees.
Some products may include a manufacturer warranty, product-specific written warranty, or other product-specific remedy. When such a warranty applies, its written terms, duration, exclusions, and remedies control that warranty claim.
This Returns and Refunds Policy does not create a blanket fixed-duration warranty applicable to every product sold by OrthoTape. Disposable, consumable, single-use, hygiene-sensitive, or other products may not carry the same warranty coverage as durable medical equipment or other products.
To evaluate an applicable product-defect or warranty claim, we may request the order number or proof of purchase, a description of the problem, photographs, video when relevant, information about use, and return of the product when physical inspection is reasonably necessary.
Nothing in this section limits a statutory warranty, consumer protection, or other right that applicable law does not permit us to disclaim or waive.
If you are waiting for an approved refund and believe the credit has not appeared on your account, please contact us at help@orthotape.com before assuming that the refund was not processed.
We can review the refund transaction and, when available, provide transaction, processor, or refund-reference information that may assist the customer's bank or card issuer in locating the credit.
If a chargeback, bank dispute, or payment-provider dispute is already pending while a separate refund is being considered or processed, OrthoTape may coordinate with its payment processor before issuing additional funds to reduce the risk of an unintended duplicate credit or duplicate reimbursement.
Nothing in this policy permits OrthoTape to withhold a refund or other remedy that applicable law requires us to provide.
If a payment dispute concerns a return, refund, return condition, or related transaction issue, OrthoTape may provide relevant records to Shopify, our payment processor, acquiring bank, issuing bank, payment-card network, payment provider, carrier, insurer, or other authorized dispute-resolution participant.
Relevant records may include, where applicable and available:
Customers retain all billing-error, dispute, chargeback, consumer-protection, and other rights provided by applicable law and applicable payment-card or payment-provider rules.
This Returns and Refunds Policy should be read together with our:
Questions about a return, refund, product problem, or pending credit may be directed to:
K10 Medical Supply LLC dba OrthoTape.com
Email: help@orthotape.com
