Return & Claims Policy
Below you will find general and specific guidelines around Affordable Ostomy Products return & claim policy
Return & Claims Policy
1.1. General guideline
Any products purchased from Affordable Ostomy Products falls under our everyday return policy. In order to receive full credit (no restocking fee), products can be returned within 14 days. Any products returned after the 14 day grace period will be subject to a 15% restocking fee. This is subject to verification and approval by our staff to verify the product is not damaged and is resellable
1.2. Product eligibility
1.2.1.1. Products being sent back to Affordable Ostomy Products will be diligently inspected at our warehouse as there are certain criteria that need to be met in order for products to be accepted & credited. Any and every product sent back need to have a minimum of 9 months left on expiry, the packaging needs to be in flawless condition (no rips, tears, sticker damage etc.) The product needs to be in perfect resell condition.
1.2.1.2. Non-returnable product will not be considered for reimbursement in anyway shape or form. Non-returnable items include: special order items (not regularly stocked), products that have been (or soon to be) discontinued by the manufacturer, products that Affordable Ostomy Products does not have a need for nationally. As these are medical products, anything that has been tried on will not be allowed to be returned unless we see otherwise
1.3. Incorrect address
Customers will be responsible for return shipping charges in the event that the address entered for home delivery is not valid or was entered falsely and results in a returned shipment to us. In the event that the order needs to be reshipped, the initial order will only be credited once we have received and processed the return for the package that was originally shipped.
If the wrong ship-to address is entered by you, the customer, we will apply a 15% restocking fee to the order being returned to us in order to cover the re-delivery fee back to Affordable Ostomy Products’ warehouse.
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1.3.2 Cost of shipping returns
If an item is found to be eligible for return, the responsibility for the return shipping cost will be determined based on the party at fault. Should the item be shipped incorrectly or due to an error, the return shipping cost will be covered by the shipper. Conversely, if the item was ordered incorrectly, the return shipping cost will be the responsibility of the customer. Prior to providing the return shipping label, an estimated return cost will be provided to the customer for payment.
1.4. Claims
1.4.1. Damaged product (over packing)
It is the customer’s responsibility to report any damaged package they receive from Affordable Ostomy Products. The customer has three business days from receipt of an order to report damaged goods and get the product replaced/credited. Affordable Ostomy Products will not be liable for any damage reported after the 3 business day period.
1.4.2. Damaged box (from third party courier)
It is the customer’s responsibility to report any damaged or lost package from our third party courier partners. If you see that there are missing boxes or visible damage to your order you need to sign for it “damaged” with the courier and report it IMMEDIATELY.
1.5. Final Considerations
Please note we understand mistakes can happen and generally will work very hard to make sure you (our customer) are taken care of, We have these strict policies to ensure Affordable Ostomy Products is not taken advantage of. We operate on thin margins to ensure products are AFFORDABLE to you. We take each interaction seriously and will provide a fair outcome that is favorable to all parties involved. Thank you for understanding!