Returns & Refunds Policy

Your 14-day right to cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your STOMAGUARD shield, for any reason, without giving a justification.

To cancel, simply email hello@stomaguard.co.uk with your order number (it begins SNIP-) and the words "I wish to cancel my order". You can also use the contact form or send a WhatsApp to 07449 303889. We will confirm receipt within one working day.

Hygiene exception — please read before opening

STOMAGUARD is a personal medical-adjacent product that sits next to your ostomy appliance. Under the same Consumer Contracts Regulations, sellers are permitted to refuse cancellation on sealed goods that are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery.

In practical terms:

• If your shield is still unopened and in its original packaging, you can return it within 14 days for a full refund.
• If the shield has been removed from its packaging, we are unable to accept it back as a hygiene return.
• Faulty, damaged, or wrongly described items are always covered — see the next section.

If you're unsure whether your shield will fit your appliance, please check the pouch model list on the product page before opening, or contact us and we'll help you confirm.

Faulty, damaged, or wrong items

If your shield arrives faulty, damaged in transit, or different from what you ordered (for example, the wrong pouch model variant), please contact us within 30 days of delivery. We will arrange a replacement or a full refund including return postage.

If a fault appears later, your rights under the Consumer Rights Act 2015 apply: you can ask for a repair, replacement, or refund within a reasonable period, depending on the fault and the time elapsed.

How to start a return

1. Email hello@stomaguard.co.uk or message us via the contact form with your order number.
2. We will confirm whether the return is accepted (unopened goods within 14 days, or any faulty/damaged item) and send you the return address.
3. Post the item back to us. We recommend using a tracked service for your own protection. For unopened-goods cancellations, return postage is at your cost. For faulty/damaged/wrong items, we cover the return postage.
4. Once we receive the returned item we will inspect it and process your refund within 14 days. Refunds go back to the original payment method (the card you used at checkout).

Refund timing

Once we have received and accepted your return, refunds are typically processed within 1–2 working days through Stripe. Your bank may take a further 3–10 working days to show the credit on your statement, depending on the card issuer.

If you cancel before the order has shipped, we will refund you in full (including any postage paid) within 14 days of your cancellation request.

International orders

Customers outside the United Kingdom have the same 14-day right to cancel and the same protections for faulty/damaged items. Please note:

• Return postage from overseas is at your cost for unopened-goods cancellations.
• Any import duties, taxes, or local charges paid in your country are not refundable by STOMAGUARD — you may be able to reclaim those from your local customs authority. Keep your receipts.

Contact us about a return

The fastest way to start a return or ask a question is:

• Email: hello@stomaguard.co.uk
• WhatsApp: 07449 303889
• Phone: 07449 303889

We aim to respond to all return enquiries within one working day.

This policy is provided alongside, and does not override, your statutory rights as a consumer under UK law. For impartial advice on consumer rights you can contact Citizens Advice.