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Refund Policy

Effective Date: April 03,

2025 Last Updated: July 01, 2026

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At Ostopaix.com, we’re dedicated to bringing peace and comfort to your colostomy experience with our products. We want you to be thrilled with your purchase! If something isn’t quite right, our Refund Policy outlines how we handle returns, exchanges, and refunds. Please read below for the details.

1. General Return Policy

Satisfaction Guarantee If you’re not completely satisfied with your purchase, you may return eligible items within 30 days of delivery for a refund or exchange, subject to the conditions below:

  • Condition: Items must be unused, unopened, and in their original packaging.

  • Process: Contact us at Ostopaix@gmail.com to request a Return Authorization Number (RAN) before shipping anything back.

  • Shipping Costs: Return shipping is at your expense unless the item is defective or incorrect (see Section 2). International orders are subject to additional terms detailed in Section 8.

How to Return an Item

  1. Email us at Ostopaix@gmail.com with your order number and reason for return.

  2. We’ll provide an RAN and return address within 5 business days.

  3. Package the item securely, include the RAN, and ship it back within 7 days of receiving the RAN.

  4. Once we receive and inspect the return, we’ll notify you about your refund or exchange.

Refunds

  • Refunds are issued to your original payment method within 10 business days of receiving the return.

  • Original shipping fees are non-refundable unless we made an error.

  • You’ll receive an email confirmation once the refund is processed.

2. Defective or Incorrect Items

Our Commitment If your item arrives damaged, defective, or isn’t what you ordered, we’ll make it right! Please notify us within 7 days of delivery.

Process

  • Email us at Ostopaix@gmail.com with your order number and photos of the issue (if applicable).

  • We’ll provide a prepaid return label and instructions (domestic orders).

  • Upon receipt and inspection, we’ll offer a replacement (if available) or a full refund, including original shipping costs.

Timing Replacements or refunds are processed within 10 business days of receiving the return.

3. Non-Returnable Items

Some items can’t be returned due to hygiene or customization:

  • Opened or used products.

  • Custom-made or personalized items (unless defective).

4. Cancellations

Before Shipment You may cancel your order for a full refund if it hasn’t shipped yet. Email us at Ostopaix@gmail.com with your order number as soon as possible. If the order has already shipped, see Section 1 for return options.

After Shipment Once shipped, cancellations are treated as returns under Section 1.

5. Lost or Delayed Shipments

Tracking We’ll provide a tracking number for every order. If your package is delayed, contact us at Ostopaix@gmail.com, and we’ll assist.

Lost Packages If your order is lost in transit (confirmed by the carrier), we’ll send a replacement or issue a full refund at no extra cost.

6. Exchanges

If you’d like a different item, follow the return process in Section 1. Once we receive the original item, we’ll ship the replacement (subject to availability). You’re responsible for any price difference and return shipping costs, unless the exchange is due to our error.

7. Non-Returnable Items (unchanged)

Some items can’t be returned due to hygiene or customization:

  • Opened or used products.

  • Custom-made or personalized items (unless defective).

8. International Shipping and Returns

Ostopaix ships internationally to many countries. International orders are subject to the following important terms:

Import Duties, Taxes, and Customs Fees All import duties, taxes (including VAT), customs brokerage fees, and any other charges imposed by your country’s customs authorities are the sole responsibility of the purchaser. These fees are not included in the product price or shipping cost. You may be contacted by the carrier or your local customs office to pay these fees before your order is released for delivery. Ostopaix is not responsible for any delays, additional costs, or refused deliveries caused by customs clearance.

International Returns We accept returns on eligible international orders under the same conditions as domestic orders (unused, unopened, in original packaging, and within 30 days of delivery — see Section 1).

However, the following applies to all international returns:

  • The purchaser is responsible for all return shipping costs back to our facility in the United States. We do not provide prepaid return labels for international returns.

  • To initiate a return, email us at Ostopaix@gmail.com with your order number and reason for return. We will provide a Return Authorization Number (RAN) and the correct return shipping address.

  • Once we receive your return and verify that all components are contained and the item meets our return conditions, we will issue a full refund to your original payment method within 10 business days. Original shipping charges (including international shipping) are non-refundable unless the return is due to our error.

Defective or Incorrect International Orders If your international order arrives damaged, defective, or incorrect, please contact us within 7 days with photos. We will work with you on a case-by-case basis and may, at our discretion, cover return shipping costs or arrange a replacement (see Section 2).

9. Contact Us

Questions about a refund? We’re here to help! Reach out:

We aim to respond within 2 business days. At Ostopaix.com, your satisfaction is our priority—because everyone deserves a little more paix with their purchase!

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