Returns and refunds

Two rights stack at ORDO: your legal right of withdrawal, and a commercial guarantee we add on top of it voluntarily.

1. Your legal right of withdrawal, 14 days

Under articles L.221-18 et seq. of the French Consumer Code, you have 14 days from receiving your order to withdraw, with no need to justify your decision and at no penalty.

To exercise it, write to adanis.pro26@gmail.com with your order number, or use the model withdrawal form on our dedicated page.

Write to us before sending anything back. We give you the return address within 48 business hours. Do not send any parcel before you have received that address.

The item must be returned within 14 days of your declaration. Direct return costs are yours, unless the item is faulty or we made a mistake. The refund is issued no later than 14 days after we receive the item or you provide proof of dispatch, to the original payment method.

For hygiene reasons, brush heads that have been unsealed and used cannot be taken back; the brush body and still-sealed heads can.

2. The ORDO commercial guarantee, 30 days with nothing to send back

Guarantor: ORDO, Adam Boukhana, sole trader, 15a rue Poincaré, 68510 Sierentz, France. adanis.pro26@gmail.com — +33 6 68 08 39 14
Duration: 30 days from receipt of your order
Territorial scope: every country we ship to
What it covers: if the product is not right for you, write to us saying what did not work, and we refund the full price paid. You have nothing to send back and no return costs.
Conditions: one request per customer per order, by e-mail, within 30 days of receipt.
Cost: free.

This commercial guarantee is a commitment on our part. It neither replaces nor limits your legal rights in any way, in particular your 14-day right of withdrawal, the legal guarantee of conformity and the guarantee against hidden defects, which apply independently and free of charge.

3. Damaged, broken or non-conforming product

Send us a photo by e-mail. We reship the product or refund you in full, your choice, with nothing to send back and no cost.

4. Parcel never received

If your parcel has not arrived within 30 business days of dispatch, write to us. We reship or refund, your choice.

5. Legal guarantees

Independently of all of the above, you benefit from the legal guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code, 2 years) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code, 2 years from discovery of the defect). These guarantees are free. How they work in detail is set out in the box in our terms and conditions of sale.

6. Complaints and consumer mediation

Send any complaint first to adanis.pro26@gmail.com. We answer within 48 business hours.

Under article L.612-1 of the French Consumer Code, every consumer has the right to use a consumer mediator free of charge. Our membership of an approved mediator is in progress; the details will be published here as soon as it takes effect.