Returns & Exchanges
Your satisfaction is our priority.
At Luna Baby, we are committed to providing a premium and reliable shopping experience. Most eligible items purchased online in the United States may be returned within 15 days of delivery, subject to the conditions below.
Important
Brazil orders are Final Sale.
All orders shipped or delivered to Brazil are considered Final Sale. We do not offer exchanges, returns, local warranty service, or refunds for these purchases.
Return Eligibility
To qualify for a return, items must be unused, in brand-new condition, with all merchandise tags attached, and returned in the original packaging.
- Items must not show signs of use.
- Original packaging must be included and in acceptable condition.
- All accessories, manuals, inserts, tags, and parts must be returned.
- Items that do not meet our return guidelines may be refused or subject to a restocking fee of up to 50%.
Final Sale Items
Some items are not eligible for return or exchange. These items are considered Final Sale.
- Clearance items
- Reduced or discounted items
- Open-box items
- Display items
- Strollers, car seats, and electronics that have been opened
- Any item marked Final Sale at the time of purchase
Terms and Conditions
General Return Terms
Refund Method
Approved refunds will be issued to the original form of payment used at the time of purchase.
Processing Time
Please allow 1 to 2 weeks after we receive your return for the item to be inspected and the refund to be processed.
Shipping Costs
Original shipping costs are non-refundable. Customers are responsible for all return shipping costs.
Gift Returns
Items received as gifts may be exchanged for store credit only, provided the item meets all return eligibility requirements.
Apparel
Apparel must be unused, unwashed, in brand-new condition, and returned with all hangtags attached.
Order Cancellations
Order cancellation requests must be submitted within 24 hours of purchase. After this period, we cannot guarantee that an order can be cancelled before processing or shipment.
Return Shipping
How to send your return
Customers are responsible for all return shipping costs. You may choose to ship the item yourself or request a prepaid return label from our team.
Email info@lunababystore.com with your order number and return reason.
Our team will respond within 2 business days with return instructions and shipping cost details.
If you request a prepaid return label, the label cost will be deducted from your refund.
For self-managed returns, we recommend using UPS, FedEx, or insured parcel post with a tracking number.
Delivery Issues
Incorrect, refused, or undeliverable packages
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.
Undeliverable or Refused Packages
If a package is undeliverable or refused due to incorrect or missing address information, a refusal fee plus the actual shipping costs to and from the destination may be charged.
Please contact us immediately if your shipping address needs to be updated.
Lost Packages & Insurance
Shipping protection and carrier claims
We recommend selecting package insurance at checkout whenever available. If an uninsured package is lost in transit and the carrier denies the claim, the customer may be required to submit an affidavit.
In this case, any refund or compensation may be issued as store credit at Luna Baby’s discretion.
Brazil Policy
Exchange & Return Policy for Brazil
All orders shipped or delivered to Brazil are considered Final Sale. Luna Baby does not offer exchanges, returns, warranty service in Brazil, or refunds for these purchases.
By placing an order for delivery to Brazil, the customer acknowledges and agrees that the purchase is final and that all products are shipped directly from the United States.
Brazil Orders
- Final Sale
- No exchanges
- No returns
- No refunds
- No local warranty service in Brazil
Warranty Coverage
Products delivered outside the United States
Products purchased from Luna Baby and delivered outside the United States, including Brazil, are not covered by local warranty services in the destination country. Manufacturer warranties are valid only within U.S. territory.
If a product develops a defect while in Brazil
The product must be returned to the United States for evaluation by the manufacturer. If the manufacturer approves a repair or replacement, the product will be returned to a U.S. address only.
International costs
Luna Baby does not handle or cover international reshipments related to warranty claims. Any shipping, import duties, taxes, or customs fees associated with sending or receiving the product internationally are the customer’s full responsibility.
Defect Requests
How to submit a defect request
If you believe your product has a manufacturing defect, please contact our team as soon as possible.
Notify us via WhatsApp at +1 (786) 306-7077.
Include your order number, a description of the issue, and clear photos or videos showing the defect.
Our team will review your request within 7 business days and provide guidance on the next steps.
Important Conditions
What is not eligible
- Products damaged by misuse
- Products damaged by normal wear and tear
- Products damaged by improper care or installation
- Requests submitted after 7 days of delivery
- Products opened, used, or missing original packaging, unless otherwise approved by our team
In defect cases approved by our team within the United States, return shipping to the United States is the customer’s responsibility unless otherwise required by applicable law.
Questions?
Our team is here to help. For return requests, delivery questions, or defect support, please contact us before sending any item back.
By purchasing from Luna Baby, you acknowledge and agree to this Return, Exchange, Shipping, and Warranty Policy.