To be eligible for a return/exchange, your item must be in the unopened shipping bag, unworn and unused, AND in its original packaging. This means we DO NOT accept returns/exchanges on any opened packages. Please make sure to have selected the correct size using our size chart, and ensuring not to have confused your flange size for your stoma size. If you have any questions with sizing, please email us at info@ostomefashion.com for guidance. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@ostomefashion.com. Please note that returns will need to be sent to the following address: PO Box 40008 Whitby RPO Taunton Garden, Ontario, Canada L1R 0G2

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ostomefashion.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and solve the problem.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. We do not accept returns on opened items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ostomefashion.com.