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Refund policy

Returns & Exchanges

Orders may not be returned without our prior approval. Our Customer service department will expedite the return of goods for credit or exchange. Contact us for a Returned Goods Authorization (RGA) number before returning any product. Write this number on all shipping labels and correspondence. Goods returned without a valid RGA number are subject to refusal and/or return to the origin, freight collect.

When contacting our Customer Service Department about a possible return, please provide the following information:

  • Your purchase order number
  • Date of order
  • Customer Number, if applicable
  • Product description and catalog number

Certain conditions apply for acceptance of a return and issuance of an “RGA”:

  • The item(s) must have been purchased from us.
  • The request for an RGA number must be within 30 days of the invoice date. NOTE: For damaged goods, we must be notified within 10 days of delivery date.
  • All returned products must be 100% complete, in original packaging, and in good condition.
  • Once an RGA has been issued, it is valid for 30 days after issuance and cannot be extended or re-issued.

The following categories of goods cannot be returned:

  • “Special order” products
  • Custom made or customized products
  • Discontinued products
  • Products on sale
  • Products supplied to the customer as an accommodation, including, without limitation, third-party purchases
  • Products which are altered
  • Products which have missing labels or identifying marks which have been defaced or mutilated
  • Products which have been used

Shipments returned without an RGA are subject to refusal and/or return to the origin, freight collect.

Restocking Fee

Returned goods which are not the fault of the company are subject to a 15% restocking fee. Buyer agrees that the company shall be the sole judge regarding any returns.

Damaged Shipments

  • Immediately contact the shipping company (carrier) and arrange for an inspection.
  • After the inspection is completed, please request and obtain a copy of the damage report from the carrier company’s inspector or representative.
  • Do not return damaged shipments until a claim has been filed, the inspection is completed, the report has been received by you and you have obtained an RGA number from Ortega’s Capistrano Trading Post.
  • Obtain an RGA number from our Customer Service Department, who will assist you with return/replacement details.

Please retain the shipping container and all contents including the packing material. Do not discard anything. Notify our Customer Service Department and supply us with the following information:

  • Your purchase order number
  • Date of order
  • Customer Number, if applicable
  • Product description, catalog number and quantity of damage items.
  • A short description of the damage.
  • A copy of the damage report provided by the carrier.

Notification within 10 days of delivery date required to be eligible for exchange/reimbursement.