Refund and Returns Policy
Last updated: August 19, 2026
This Policy applies to products purchased directly from monkeyfresh.ca and is provided by EIVYS CANADA LTD (“EIVYS Canada,” “we,” “us,” or “our”). It does not limit rights or remedies that cannot be excluded under Canadian federal, provincial, or territorial consumer protection law.
1. Return period
You may request a return within 30 days after delivery. Contact us before sending anything back. Returns sent without authorization may be refused or delayed.
2. Eligibility
To qualify for a discretionary return, the product must be unused, unopened, in the same condition in which it was received, and in its original packaging. A receipt or order number is required. We may request photographs before authorizing the return.
3. Non-returnable items
- Gift cards;
- Products clearly marked final sale at the time of purchase;
- Customized or personalized products;
- Opened or used air fresheners and fragrance products, for health, hygiene, and product-integrity reasons, unless they are defective, damaged, or incorrect; and
- Any item that cannot be returned under applicable safety or legal restrictions.
4. Damaged, defective, or incorrect orders
Inspect the order promptly after delivery. Contact us preferably within 7 days if a product is damaged, defective, or different from what you ordered. Include the order number, a description, and clear photographs of the product, packaging, and shipping label. If the claim is verified, we will provide an appropriate remedy, which may include replacement, repair, refund, or another remedy required by law. We cover reasonable return shipping for verified defective, damaged, or incorrect items.
5. How to request a return
Email info@eivyscanada.ca with your name, order number, item, reason for return, and photographs where relevant. If approved, we will provide instructions and the return address. Products must be packed securely and shipped using the authorized method.
6. Return shipping and risk
For a discretionary return, the customer is responsible for return shipping and the risk of loss until the package is delivered to us. Original shipping charges are non-refundable unless the return results from our error or applicable law requires otherwise. Use a trackable service and keep the receipt.
7. Inspection, restocking, and refunds
We will inspect the return and notify you of approval or refusal. A restocking fee of up to 25% may apply to an approved discretionary return where disclosed and permitted by law. No restocking fee applies to a verified defective, damaged, or incorrect product. Approved refunds are issued to the original payment method, normally within 8–10 business days after inspection. Your financial institution may require additional processing time.
8. Exchanges
The fastest way to obtain a different product is usually to return the eligible item and place a new order after authorization. For a verified defective, damaged, or incorrect item, we may arrange a replacement directly, subject to availability.
9. Incorrect addresses, refused, and unclaimed packages
Please verify the delivery address at checkout. If an order is returned because an address was incomplete or incorrect, or because the parcel was refused or unclaimed, any refund may be reduced by non-refundable carrier charges and reasonable reshipping costs where permitted by law. This does not apply where the return resulted from our error.
10. Missing packages
If tracking shows delivery but the package cannot be located, check the delivery area and with household members or building staff, then contact the carrier and us. We will assist with an investigation. Carrier investigations may be required before a replacement or refund can be considered.
11. Retail purchases
Products bought from an independent retailer must normally be returned to that retailer under its policy, except where applicable law provides otherwise.
12. Cancellations
Contact us immediately if you need to cancel an order. We cannot guarantee cancellation after processing or shipment begins. Any statutory cancellation rights remain unaffected.
13. Shipping Policy
Delivery terms and carrier information are described in our Shipping Policy.
14. Contact
EIVYS CANADA LTD
1701 Richmond St, Unit 200
London, ON N5X 3Y2
Canada
Email: info@eivyscanada.ca
Phone: (229) 926-4520