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 sales with delivery to Brazil are considered Final Sale.
We do not offer exchanges, returns, or refunds, except in cases where a manufacturing defect is confirmed.
🛠️ How to Submit a Defect Request
-
Notify us via WhatsApp: +1 786 306-7077 within 7 calendar days of receiving the product
-
Send photos or videos showing the defect + description + order number
-
Our team will review the request within 5 business days
If the defect is confirmed, we’ll offer:
-
Replacement of the product
-
Or refund of the purchase amount
-
And we will cover the shipping costs for the exchange
⚠️ Important Conditions
-
Excluded products: Items damaged due to misuse, natural wear and tear, or improper care are not eligible for exchange or return.
-
Deadlines: Requests submitted after 7 days will not be accepted.
-
Shipping costs: For approved defect cases, Luna Baby will cover the shipping cost of the replacement item.
-
Import duties and taxes:
Any import taxes, duties, or customs fees charged upon re-entry of the replacement product into Brazil are the customer’s sole responsibility.
Luna Baby does not cover or reimburse customs charges in exchange cases.
By purchasing from Luna Baby, you agree to the terms of this policy.
For questions, feel free to contact our team — we're here to help!
