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
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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)
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Returns must include the original receipt or shipping confirmation email
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Products must be new, unused, unwashed, and returned in original packaging
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Items must be in 100% re-sellable condition, with all tags intact
🚫 Non-Returnable Items
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Breast pumps and accessories
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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
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We reserve the right to refuse a refund if items are not in original condition
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Apparel must have all hangtags attached
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Strollers, car seats, and electronics must remain sealed in unopened boxes
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Open-box, display, or discounted items are not eligible for return
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Order cancellations must be made within 24 hours of purchase
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Refunds are issued in the original form of payment
🚚 Return Shipping
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Customers are responsible for all return shipping costs
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You may request a prepaid return label — the cost will be deducted from your refund
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To request a label, email info@lunababystore.com with your order number and return reason
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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:
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The product must be returned to the United States for evaluation by the manufacturer.
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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.
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Luna Baby does not handle or cover international reshipments related to warranty claims.
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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
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Notify us via WhatsApp: +1 (786) 306-7077 within 7 calendar days of receiving the product.
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Include photos or videos showing the defect, along with a description and your order number.
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Our team will review your request within 5 business days and provide guidance on next steps.
⚠️ Important Conditions
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Products damaged by misuse, normal wear, or improper care are not eligible for return or exchange.
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Requests submitted after 7 days of delivery will not be accepted.
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In defect cases approved by our team within the U.S., return shipping to the United States is the customer’s responsibility.
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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!