At BabySense, we carefully select each product in our collection with your baby’s safety and comfort in mind. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Items must include all original tags and labels
  • A proof of purchase or receipt must be provided

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Breastfeeding accessories (including breast pumps and related items)
  • Facial cleansers
  • Diaper pails
  • Opened bath products

These exceptions align with our commitment to baby health and hygiene standards.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer care team within 15 days of receiving your order at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for return authorization – Our team will review your request and provide return instructions within 1-2 business days.
  3. Package your return – Securely pack the item(s) in the original packaging with all accessories and documentation.
  4. Ship your return – Send the package to our returns center at the address provided in your return authorization email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item). Original shipping fees are non-refundable.

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival at our facility), we will process your refund or exchange:

  • Refund method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after we approve your return
  • Bank processing: Depending on your financial institution, it may take an additional 2-10 business days for the refund to appear on your statement

Exchanges

We’re happy to exchange items for a different size or color, subject to availability. The process is the same as our return process – simply indicate in your return request that you would like an exchange rather than a refund.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage or defect. We will arrange for a replacement or refund and provide a prepaid return label if needed.

Return Request Template

To help expedite your return request, you may use the following template when contacting us:

Subject: Return Request for Order #[Your Order Number] Dear BabySense Customer Care, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Product Name: Reason for Return/Exchange: Preferred Resolution: (Refund/Exchange for [specific item if exchanging]) I have reviewed the return policy and confirm the item is unused, in its original packaging with all tags attached. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Questions?

Our customer care team is here to help with any questions about returns or exchanges. Contact us at [email protected] or by mail at:

BabySense Returns
1497 rue Levy
Montreal, QC H3C 5K4
Canada

We appreciate your trust in BabySense for your baby product needs and strive to make every shopping experience as comfortable and worry-free as possible.