We will not issue a refund or accept returns for items you ordered that were shipped to you correctly.
If the shipment you received is incorrect or damaged, we will arrange for the product to be picked up by the carrier of our choice at our expense.
If a product is missing or if you received the wrong item, this needs to be reported to our Customer Service team within 14 days of the delivery date.
All product returns must be returned in original packaging and must be in the same unit of measure as originally purchased.
Products and product packaging should be unmarked and not defaced or altered in any manner.
You are solely responsible for ensuring that any product being returned is packaged for shipment in a manner that will protect it from damage in transit.
Returns are subject to inspection.
You need to write the Return Authorization Number on the shipping box – please do not write on the original product packaging.
Returns will be authorized for any products returned because of a recall or product defect. Defective products will be replaced or refunded in alignment with the return and refund policy.
To file a defective product claim, please call our Customer Service department at 1-833-806-9896. When filing a defective product claim with Coloplast, please provide the following information when you call or email us – this will help us process your claim faster:
- Purchase order number (clarify what the consumer sees/receives) - Date of purchase - Product number (s) of defective product - Quantity of defective items - Lot Number / Serial Number - Detailed description of defect - Photo of defect (if defect is expiration date, please capture date in the image)
Once your defective product claim is received, we will send you the replacement product and a return kit. The return kit will provide further instructions.
Once the product return is received by the warehouse, your return will be reviewed for compliance with the above policy. Credit will be issuedback to the card or other payment method used. You will receive the credit within a certain number of days, depending on your card issuer’s policy.
If your return is not eligible for a refund or exchange under this policy or otherwise does not comply with this policy, you will be notified and no credit will be issued, and your product will not be returned to you.
For questions on returns, call our Customer Service department at 1-833-806-9896.
