• Home
  • Exchange and Return Policy

Exchange and Return Policy

Black Friday Special Notice

During our Black Friday promotional period, all purchases are considered Final Sale.

This includes
• No exchanges
• No returns
• No refunds, whether full or partial

Due to the exceptional discounts offered during this event, no exceptions will be made for reasons such as sizing, color preference, change of mind, or gifts. We kindly ask customers to review all product details carefully prior to completing their purchase.

 

Your satisfaction is our priority!
We are committed to providing you with the best shopping experience. For this reason, we offer a 15-day return policy for most items* purchased on-line in the U.S.


📝 Terms and Conditions

  • Condition of Returned Items:
    Items must be unused, in brand-new condition, include all merchandise tags, and be returned in the original packaging*.
    *If the item shows signs of use, or if the packaging has been badly damaged, or if the condition does not otherwise meet our return guidelines, a restocking fee of up to 50% may be assessed.

  • Final Sale Items:
    Clearance and reduced items are final sale and cannot be returned.

  • Refund Method:
    Refunds will be credited to the original credit card used at the time of purchase.

  • Processing Time:
    Please allow 1–2 weeks for returns to be processed.

  • Return Shipping Fee:
    The customer is responsible for the return shipping cost.

  • Shipping Costs:
    All shipping costs are non-refundable.

  • Gift Returns:
    Items received as gifts can be exchanged for store credit only.

  • Incorrect Address:
    If a package is delivered to the wrong address due to customer error, no refund will be issued unless the product is returned unused and in brand-new condition.
    (Contact us immediately for any address updates.)

  • Undeliverable or Refused Packages:
    If a package is undeliverable or refused (e.g., incorrect/missing address info), a refusal fee plus actual shipping costs (to and from) will be charged.

  • Lost Packages & Insurance:
    We recommend selecting package insurance at checkout.
    If an uninsured package is lost in transit and the carrier denies the claim, the customer must submit an affidavit.
    In this case, a refund may be issued as store credit at our discretion.


📝 Additional Return Terms

  • We reserve the right to refuse a refund if items are not in original condition

  • Apparel must have all hangtags attached

  • Strollers, car seats, and electronics must remain sealed in unopened boxes

  • Open-box, display, or discounted items are not eligible for return

  • Order cancellations must be made within 24 hours of purchase

  • Refunds are issued in the original form of payment

 


🚚 Return Shipping

  • Customers are responsible for all return shipping costs

  • You may request a prepaid return label — the cost will be deducted from your refund

  • To request a label, email info@lunababystore.com with your order number and return reason

  • Our team will respond within 2 business days with shipping cost details

✅ For self-managed returns, we recommend using UPS, FedEx, or insured parcel post with a tracking number for your records

🇧🇷 Exchange & Return Policy – Brazil (Final Sale)

All orders shipped or delivered to Brazil are considered Final Sale.
We do not offer exchanges, returns, warranty or refunds for these purchases.

🧾 Warranty Coverage

Products purchased from Luna Baby and delivered outside the United States, including Brazil, are not covered by local warranty services in the destination country.
All manufacturer warranties are valid only within U.S. territory.

If a product purchased from Luna Baby develops a defect while in Brazil:

  • The product must be returned to the United States for evaluation by the manufacturer.

  • Once the item is received and inspected, and if the manufacturer approves the repair or replacement, the product will be returned to a U.S. address only.

  • Luna Baby does not handle or cover international reshipments related to warranty claims.

  • Any shipping, import duties, or customs fees associated with sending or receiving the product internationally are the customer’s full responsibility.

🛠️ How to Submit a Defect Request

  • Notify us via WhatsApp: +1 (786) 306-7077

  • Include photos or videos showing the defect, along with a description and your order number.

  • Our team will review your request within 7 business days and provide guidance on next steps.

⚠️ Important Conditions

  • Products damaged by misuse, normal wear, or improper care are not eligible for return or exchange.

  • Requests submitted after 7 days of delivery will not be accepted.

  • In defect cases approved by our team within the U.S., return shipping to the United States is the customer’s responsibility.

  • Import duties, taxes, and customs fees for any re-imported or replacement products are non-refundable and not covered by Luna Baby.

By purchasing from Luna Baby, you acknowledge and agree to these terms.
For any questions, please contact our team — we’re here to help!