Refund and Return Policy – Stoma India

Thank you for shopping at Stoma India. We are committed to ensuring a smooth and satisfying shopping experience for our customers. If you are not entirely satisfied with your purchase, we're here to help.

This Refund & Return Policy outlines the terms and conditions under which refunds, returns, and cancellations may be processed through our platform (www.stomaindia.com and the Stoma India mobile app).

1. Returns Policy

We accept return requests under the following general conditions:

1.1 Eligibility Criteria

To be eligible for a return:

The item must be unused, unwashed, and in original condition.

It must be returned in the original packaging with all accessories, tags, and invoices.

The return must be initiated within 7 days of the delivery date.

1.2 Non-returnable Items

The following items cannot be returned unless received damaged or defective: Personal care items (e.g., cosmetics, hygiene products), Downloadable software or digital products, Clearance or final sale items, Customized or made-to-order items,

1.3 Return Process

To initiate a return:

Log in to your Stoma India account.

Go to “My Orders” and select the item you want to return.

Submit a return request along with the reason.

Once approved, our logistics partner will schedule a pickup.

Pack the item securely and hand it over to the courier.

You may also contact our customer service team at support@stomaindia.com for assistance.

2. Refunds Policy

2.1 Refund Approval

Refunds are processed only after:

The returned product has been received and inspected.

The product passes the return eligibility criteria.

No tampering, damage, or missing accessories are found.

2.2 Mode of Refund

Refunds are issued to the original payment method used during the transaction:

Online payments (UPI, cards, wallets): Refunded to the same method

Cash on Delivery (COD): Refunded to your bank account (you’ll need to share details)

2.3 Refund Timeline

Refund initiation: Within 3–5 business days after approval

Bank processing: May take an additional 3–7 business days , You will receive an email or SMS once your refund has been processed.

3. Replacement Policy

If you received a defective, damaged, or incorrect item, you may request a free replacement instead of a refund.

Replacement is subject to product availability.

If a replacement is not available, a full refund will be issued.

4. Cancellations Policy

4.1 Before Shipment

Orders can be cancelled before dispatch from the “My Orders” section.

No charges will apply for cancellations before shipment.

4.2 After Shipment

Once an order is shipped, it cannot be cancelled.

You may initiate a return once the item is delivered.

5. Late or Missing Refunds

If you haven’t received a refund:

Check your bank statement again.

Contact your payment provider (UPI/wallet/card company).

Contact our support team at support@stomaindia.com with your order number and refund details.

6. Exceptions – Damaged or Missing Items

If you receive a package with:

Missing products, Physically damaged goods, Opened or tampered packaging,

Please notify us within 48 hours of delivery. We may require photographic evidence and a description of the issue.

7. Disputes and Resolution

We aim to resolve all refund-related matters amicably and quickly. If you are dissatisfied with our resolution, you may escalate the issue to our customer service head at care@stomaindia.com.

8. Changes to This Policy

Stoma India reserves the right to modify or update this Refund & Return Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” Continued use of our Platform after such changes constitutes your acceptance.

9.How to Request a Refund

To initiate a refund, please contact our support team at support@stomindia.com with your order details.