Returns & Warranty
Shop with confidence
At Silver Cross, we thoughtfully design each product to support you and your family every day. Should you require assistance with a return, refund, or warranty claim in Canada, our dedicated Customer Care team is here to support you every step of the way.
Returns Policy (Canada)
Where was your Silver Cross product purchased?
Purchased from a Silver Cross Retail Partner (in-store or online)
- Returns must follow the retailer's return policy
- Please contact the retailer directly for return requests
- Refunds and credits are processed by the retailer
- Silver Cross Canada is not responsible for return handled by third-party retailers
For product support, customers may contact Silver Cross Customer Care for:
- Missing parts
- Broken or defective components
Purchase directly from Silver Cross Canada
Returns are only accepted for items purchased directly from Silver Cross Canada.
If your item was purchased directly from Silver Cross Canada, returns are accepted under the following conditions:
- Request within 30 days of shipment
- Items is new, unused, and in original condition
- Returned in original packaging with all documentation
- A Return Authorization Number (RAN) is obtained prior to return
Non-returnable items include:
- Final sale or clearance items
- Opened or used products
We reserve the right to refuse returns that do not meet these conditions.
How to return an items
To initiate a return, contact our Customer Care team:
📞 1-800-667-8184
📧 service@silvercross.ca
Once approved
- Clearly write your RAN on the outside of the package
- Include all original packaging and documents
- Ship using a trackable and insured method
Return Address:
Silver Cross Canada
7975 Rue John-Molson
Longueuil, Quebec J3Y 8Y9
Customers are responsible for return shipping costs.
Refunds
Once your return is received and inspected:
- Refunds are issued to the original method of payment
- Processing takes up to 7 business days
- Financial institutions may take an additional 5–7 business days
Refunds include product value and applicable taxes, less any discounts applied.
Undeliverable Orders
If an order is returned due to:
- Incorrect address
- Failed delivery attempts
- Refused delivery
A full refund will be issued once received at our warehouse.
Damaged or Incorrect items
If your order arrives damaged or incorrect:
- Refuse delivery if possible
- Otherwise, keep packaging and contact us
We will work with you to resolve the issue as quickly as possible.
Warranty
At Silver Cross Canada, our products are thoughtfully designed to grow with your child and support your family every day. We stand behind the quality of our gear with a comprehensive manufacturer's warranty.
Warranty Coverage
All Silver Cross products are covered by a limited manufacturer's starting from the original date of purchase valid only in the country of purchase (Canada).
What is covered:
- Strollers & Bassinets/Pods → 3-year limited warranty
- Accessories → 1-year limited warranty
What is not covered:
- Normal wear and tear
- Improper use, maintenance, cleaning, or storage not in accordance with product instructions
- Accidental damage or misuse
- Damage caused during air or freight transportation
- Use of non-genuine Silver Cross parts or accessories
- Repairs or modifications by unauthorized service providers
- Dissatisfaction related to product performance, features, or aesthetics
Warranty Support
For warranty assistance, please contact Silver Cross Canada Customer Service:
📞 1-800-667-8184
📧 service@silvercrossbaby.ca
🕒 Monday–Friday, 8:30 a.m. – 5:00 p.m. (ET)
(Closed Saturdays & Sundays)
Damaged or Incorrect Orders
If your package arrives damaged:
- We recommend refusing delivery, so it can be returned and refunded
- If accepted, please keep all packaging and note the damage upon delivery (if applicable)
If you received an incorrect or damaged item, please contact our Customer Care team for assistance.
Information to Have Ready
When contacting us, please have the following details available:
- Model number
- Serial Number
- Date of manufacture (located on the product label)
For warranty claims, please also provide:
- Proof of purchase
- Photos of the issue
Important Notes
- Warranty is valid only in the original country of purchase (Canada)
- Products must be returned through approved channels as directed by Customer Care