Product Returns

Should you wish to return anything purchased from our online shop, we offer a 30 Day Money-Back Guarantee for full peace of mind. There are a few circumstances where returns may not be possible so this page aims to make everything as clear as we can so please do take time to read this through.

Please note that hygiene or incontinence products cannot be accepted back if the packets have been opened or hygiene stickers have been removed.

Ostomed cannot accept returns of specially ordered, bespoke or made to measure products.

Sales Returns

We understand that you may want to return an order that you no longer want for a variety of reasons or if you've just changed your mind. Apart from a few items that cannot be cancelled and returned, we are happy to offer an exchange or a refund, provided an item is returned to us unused, in it's original condition and within 30 calendar days of receipt. To start a return you will need to contact our Customer Services \department on the details below and request a customer return number (CRN), please quote this reference number on the returned goods invoice.  You need to take reasonable care when returning an order to us and ensure all goods are packed into a suitable box for transport and enclose a copy of the invoice (the returns department needs to know where the return has come from to ensure you get your credit).  Please ensure that the items are safely & securely packed to avoid any damage in transit, and that the Ostomed returns address and CRN is clearly visible.  If items are found to be damaged during return due to inadequate packing we will be unable to credit your invoice.  When returning unwanted items you will need to both pay for and be responsible for the return, you can either arrange to return the goods to our warehouse by your own courier, or our customer service team can arrange for our courier to collect the return and this cost will either be deducted from your refund or paid separately at time of arranging the return. If you want an alternative product please call us and we can arrange this for you.

Damaged on Arrival or Wrong Items Received

Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please call us immediately on the day you receive it if this has happened as we cannot take up any issues with our Couriers unless we are notified straight away. It also means we can do resolve the issue quickly and minimize any delay in you getting the products that you require. We may require proof of damage so if you can take a photo of any damage and send to our customer services team that will help us to process the claim quickly and effectively. Where a courier wants you to sign for damaged goods, please write a note that they are damaged at point of delivery.

If you have received the wrong order, we would like to check any product codes and descriptions.  Once it has been verified that an error has been made we'll arrange to get the item back to us. A refund or replacement can only be sent once we have received items and confirmed any damage.

Faulty Items

In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies.  If within warranty, we will arrange for the fault goods to be collected and returned to our warehouse to either fix or replace the item. We are sorry, but a replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed.

How to Return Products

If you need to return a product to us, please telephone or email our customer services department on

You will need to provide the following details:-

Invoice number or document number

Details of item to be returned – product code and quantity

Reason for return

Our Customer services department will then issue you with a CRN number and pass your details to our Returns Department who will be InTouch to arrange the collection of the goods with you.  You are welcome to arrange your own returns outside of these options. Please enclose the original delivery note stating the CRN number for return and if you would like an exchange or refund and send it to:

Returns Department
Ostomed Ltd/IncoDirect
Unit 3 Willand Road
NR Willand
Devon
EX15 2RF

Once your item is received and inspected by our Returns department, your refund will be automatically processed and issued. Please note that depending on your bank, a refund can take up to 7 working days to show in your account.