Refund policy

Due to the sensitive nature of infant formula and strict food safety regulations, our return and refund policies are strictly enforced to protect the health and safety of our customers' infants. Please review the terms below before completing your purchase.

 

1. Returns of Perishable Goods

In compliance with international food safety and hygiene standards, we do not accept returns on any infant formula products once they have left our fulfillment center.

We cannot verify the storage conditions of products once they are in transit or delivered; therefore, to guarantee the health and safety of all infants, all sales of infant formula are final. No returns, exchanges, or refunds will be issued for correctly fulfilled orders due to a change of mind, incorrect selection by the buyer, or refusal of delivery.

 

2. Damaged, Defective, or Incorrect Items

We take rigorous quality control measures to ensure that products are packed securely. However, if your order arrives damaged, defective, or contains incorrect items, you are eligible for a replacement or a full refund under the following conditions:

  • Reporting Window: Any issues regarding damage, defects, or incorrect items must be reported to our customer support department within 48 hours of delivery.

  • Required Documentation: To initiate a claim, you must email care@eurganica.com with your order number and clear photographic or video evidence showing:

    1. The outer shipping box and shipping label.

    2. The specific damage to the product packaging (e.g., dented tins with compromised seals, punctured boxes, or broken foil bags).

    3. The batch number and expiration date of the affected product.

Please note: Minor cosmetic dents to outer tin cans or cardboard boxes that do not compromise the airtight inner foil seal do not affect product safety and are not eligible for a refund or replacement. 

 

3. Lost or Undelivered Shipments

As outlined in our Shipping Policy, a shipment is officially considered lost if the carrier (FedEx or DHL) confirms it as such following a formal investigation, or if the tracking status remains completely static for more than 5 business days past the estimated delivery date.

  • In the event of a confirmed lost shipment, we will offer you the choice of a full refund or a one-time free replacement shipment.

  • We do not issue refunds for shipments marked as "Delivered" by the carrier. If you cannot locate a delivered package, you must contact the local carrier directly to dispute the delivery.

 

4. Refund Processing

Once a refund is approved by our compliance team:

  • The refund will be credited back to the original payment method used during checkout.

  • Please allow 3–7 business days for the transaction to be processed and reflected in your bank statement, depending on your financial institution.