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Exchange and Return Policy

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 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.

  • Return Method:
    Online orders can only be returned via delivery to the indicated return address.
    In-store returns are not accepted.

  • 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.

 


📦 General Return Conditions (U.S. Orders)

  • Returns must include the original receipt or shipping confirmation email

  • Products must be new, unused, unwashed, and returned in original packaging

  • Items must be in 100% re-sellable condition, with all tags intact


🚫 Non-Returnable Items

  • Breast pumps and accessories

  • Fragrances


🛠️ Manufacturer Warranty Items

Products such as strollers, car seats, high chairs, bouncers, play yards, and electronics come with a Manufacturer Warranty (see section: Warranty).
Because of this, Luna Baby does not accept returns of used items from these categories.


📝 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, or refunds for these purchases, except when a manufacturing defect is confirmed within the established period.

🧾 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 within 7 calendar days of receiving the product.

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

  • Our team will review your request within 5 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!