Return policy

Initiate a return

The Eugeria team carefully selects each product. However, everyone's needs are different. If you'd like to return or exchange your items, we're here to help!

You have 30 days to return most products*

*Exceptions apply, please see below.

You can choose to (1) exchange the item or receive a (2) refund to be applied to your original payment method. Please note, ****when returning your products for an exchange or a refund, both the product and the original packaging must be in perfect condition.

If you opt for an exchange, no restocking fee will be applied. Please note that we will only ship the replacement product once we receive your return. A 5 % restocking fee will be deducted if you choose to be refunded. Please note, you must cover the shipping cost of your return.

Final Sale Items

The following items are not eligible for exchange or refund: Books and Activity books, Tableware, Protective scarves, Blue Hug Shower Garment, Manimo brand products, HUG Comforting Companion, Newborn dolls, Twiddle, Accessible Art brand products, Pill dispensers, Fireavert brand products, Door alarms, Movement detectors, and gift cards. 

Select items may be returned only if unopened and unused

The following items can only be returned if the product is factory sealed in its original packaging: Fiora sensory products and Joy For all Pet Companions.

To initiate a return or an exchange:

  1. Make sure your items meet all our return conditions:
  • In perfect resale condition
  • Packaged in its original packaging
  • All accessories and instructions that came with the item
  1. Log in to our Returns Portal (it is very important to click this link and not the one corresponding to orders placed after June 10, 2026) with the email address you used when you made your purchase.
  2. Your return needs to be sent within a given time frame. Most products must be sent back to us within 30 days. Once we authorize your return, we will confirm the exact timeframe and full procedure for sending your item back to us. Please note that if your items do not comply with our return conditions, we cannot approve your return for an exchange or a refund. You may choose to have your item returned to you at your own expense, or it will be donated to a non-profit organization.
  1. Log in to our Returns Portal (it is very important to click this link and not the one corresponding to orders placed before June 10, 2026) with the email address you used when you made your purchase.
  2. Your return needs to be sent within a given time frame. Most products must be sent back to us within 30 days. Once we authorize your return, we will confirm the exact timeframe and full procedure for sending your item back to us. Please note that if your items do not comply with our return conditions, we cannot approve your return for an exchange or a refund. You may choose to have your item returned to you at your own expense, or it will be donated to a non-profit organization.

Please note that if your items do not comply with our return conditions, we cannot approve your return for an exchange or a refund. You may choose to have your item returned to you at your own expense, or it will be donated to a non-profit organization.


Defective Products & Warranties

Defective products will be replaced, not refunded.*

If the warranty information is not stated in the item description, please contact us to clarify the warranty coverage and how to proceed.

Most products sold by Eugeria include a standard one-year warranty starting from the delivery date. This warranty covers manufacturing defects and functional issues that are not the result of improper use or physical damage.

If your product develops a defect not caused by misuse, we may offer an exchange upon receiving proof such as a photo, video, or the returned product. Please note that the warranty for any exchanged item remains valid only until the original warranty expiration date, based on the receipt date of the initial purchase.


Items received damaged

You have 7 days from the delivery date of your order to report any damage, defects (including those that occurred during delivery) or any missing parts/accessories. Please contact us within 7 days of delivery for us to rectify the situation.

Claims for items damaged or made defective during delivery cannot be processed for orders delivered more than 7 days ago.

Please note that no exceptions to this return policy will be made due to hygiene and safety reasons.

Can't find what you need?

If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.

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4020 rue Saint-Ambroise, #199, H4C 2C7, Montreal, Quebec, Canada

Mon - Thursday: 9:00 am - 4:00 pm

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