Shipping - SIIL Ostomy

SIIL Ostomy Shipping & Return Policy

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Where are we shipping to?

🇺🇸 United States

🇨🇦 Canada

🇲🇽 Mexico

🇪🇸 Spain

🇪🇺 Europe

🌍 Rest of World

🕐

30-Day Return Window

From the date you receive your order

✅ Items must be unused, with labels attached, in original packaging, and with hygienic protectors intact.

🚫 Non-returnable: Panties, bodysuits, and swimwear if the hygienic protector has been removed.

📧 Email hola@siilostomy.com to start a return. Get your return label here →

📦 Ship the item back to us. Once received, email us to get your credit note or refund.

📋 Return Reasons List

OUR FAULT 100% refund · Defect must be present upon delivery

✓ Wrong item sent (size, color, or style)

✓ Defective stitching upon delivery (not normal wear & tear)

✓ Broken zipper, clasp, or Velcro

✓ Fabric damaged on arrival (holes, tears, stains)

✓ Wrong cut or sewing defect

✓ Elastic doesn't work / no support

✓ Item in tarnished or unacceptable condition

✓ Missing parts or promised accessories

✓ Item looks different from website photos

✓ Extra item sent by mistake

BUYER'S CHOICE 10% restocking · up to 50% disposal

• Ordered the wrong size

• Chose the wrong color or style

• Didn't like the fabric feel or texture

• Fabric not as expected (thickness, elasticity)

• Fit not comfortable (tight, loose, wrong cut)

• No longer needed or wanted

• Accidental order

• Found a better price elsewhere

• No reason given

⚠️ Shipping fees are non-refundable unless the return is due to our fault.

🤝 About return fees — only when necessary

We know returns can be stressful, and we want to be upfront with you. Because ostomy products are medical garments, health regulations in most countries require us to handle returned items with extra care. Here's what that means:

Restocking Fee

10%

Applies when the product is returned in brand-new, unused condition and the return is your choice (not a defect). This covers inspection, repackaging & hygiene verification.

Disposal Fee

up to 50%

Only applies if the product shows signs of wear, washing, odor, wrinkles, or damage and is deemed unsellable. Medical product regulations prevent us from reselling used garments — we must safely dispose of them.

💛 This will never catch you off guard. We always inspect items carefully and contact you before applying any fee. If you disagree, we'll work with you to find a fair solution.

💡 Prefer to skip the fee entirely?

Choose a store voucher instead of a cash refund and receive 100% of your order value as credit — no restocking fee deducted. You can use it anytime on any product.

How to exchange a size:

1. Email hola@siilostomy.com for exchange instructions
2. Get your return label here →
3. Ship the item back to us
4. Once we receive your return, email us to get your credit note to purchase the correct size

Conditions: Items must be unused, in perfect condition, with hygienic protectors intact. Return shipping is the customer's responsibility.

⚠️ Note: Shipping fees are non-refundable unless the return is due to our fault.

Any defective or not-as-described garment is always refunded or replaced in full — no deductions. For hygiene reasons, returned garments must be unworn and in original condition (except when defective). Restocking/disposal fees only apply to customer-choice returns.