Return & refund information should feel clear, fair, and easy to understand.

Because ostomy and personal care products are sensitive medical-use items, this page is designed to explain what can be returned, what cannot, and what to do if something arrives damaged, incorrect, or unopened.

See the quick policy summary Contact support

Quick policy summary

Three details most people need first.

Before starting a return or exchange, review the request window, product condition requirements, and the need for approval before anything is sent back.

1. Request window

Refund or exchange requests must be submitted within 7 days of delivery (5 business days).

2. Product condition

To be considered, products must be unopened, unused, in original packaging, and accompanied by proof of purchase.

3. Approval first

Please contact support before sending anything back. Items returned without prior approval may not be accepted.

Usually eligible

Items that may qualify

Returns are most likely to be approved when the product remains in resalable condition and the request is submitted promptly.

Unopened and unused products
Original packaging still intact
Proof of purchase available
Request submitted within 7 days of delivery (5 business days)

Not usually eligible

Items that may not qualify

For hygiene, safety, and product integrity reasons, some items cannot be returned or exchanged.

Opened or used products
Items returned without prior authorization
Products no longer in original packaging
Sale items and gift cards

What to do next

How exchanges, damaged orders, and refunds work.

Follow these steps to help us review your request quickly and fairly.

Contact support quickly

Email or call as soon as possible if your item is damaged, incorrect, or you need to request a refund or exchange.

Wait for approval

Do not send the item back until your request has been reviewed and return instructions have been provided.

Inspection comes next

Once received, the product will be assessed to confirm condition, packaging, and eligibility under this policy.

Refunds and exchanges

If approved, refunds are returned to the original payment method. Shipping fees are non-refundable, and exchanges may be handled as a new order after approval.

Please inspect your order on arrival and contact us immediately if anything is damaged, defective, or incorrect.

Questions are easier to resolve before an order becomes a problem.

If you are unsure about product compatibility, coverage, or order details, contact us before placing your order and we will do our best to help.

Contact support Coverage & Billing