Refund policy

Refund Policy

At Lua Baby, our priority is to ensure the maximum safety, hygiene and well-being of babies and their families. Because we work directly with childcare and baby protection products, we operate with strict quality control standards so that every product arrives at your home in perfect condition.

Below, we explain how our support system, deadlines and return conditions work, so your experience is fully transparent and safe.

  1. INITIAL PROCEDURE AND DEADLINES

The customer has a legal period of 14 consecutive days, starting from the date the order is received, to contact our support team if they identify any issue, defect or non-conformity with the item received.

To ensure maximum exclusivity and the best prices, our products are shipped directly from our international partner distribution centres to your address. The estimated delivery time is 7 to 15 business days after logistics processing.

Occasional delays caused by external shipping companies or customs processes do not give the right to immediate cancellations while the order is still in transit within the normal delivery process.

  1. RETURN CONDITIONS

For any return or exchange process to be accepted at our facilities, applicable only in authorised cases of defect or shipping error, the product must strictly meet all of the following conditions:

Product condition:

✓ No signs of use, except being tried on over clothing

✓ Original tag intact and attached to the product

✓ Product in its original packaging, including protective cover/bag

✓ Clean and in perfect condition, with no marks from handling or washing

✓ Odour-free, with no smell of perfume, sweat, tobacco or similar

  1. RETURN PROCEDURE

Step 1: Contact us

Send a message to our official support email: infoluababy@gmail.com.

In your message, please include:

Your order number

A detailed explanation of your claim, defect or shipping error

Clear photographs or a short video of the product

Step 2: Send photographs of the product

After receiving your message, our team may request photographs of:

The product from all angles

The original tag attached

The protective packaging

The shipping label or parcel box, if applicable

Step 3: Receive shipping instructions and guidance

After your defect claim is approved, we will send you:

A return label or shipping details, if the return is our responsibility

Detailed return instructions

The address of our support centre where the product must be sent

Step 4: Send the product

Pack the product safely and send it to the address provided by our support team.

Important: Do not remove the original tag. Pack the product with the tag properly attached to the item.

Step 5: Return processing

After we receive the product at our centre:

Product condition check: 1 to 3 business days

Return/exchange confirmation by email: up to 48 hours

Processing of the new shipment or refund: 5 to 7 business days after approval

  1. RETURN SHIPPING COSTS

Return due to our responsibility:

Lua Baby covers the return shipping costs if the situation results from:

Product damaged or broken upon delivery

Wrong model, colour or variant sent due to our error

Product with an obvious manufacturing defect

Other logistics errors caused by us

  1. RETURN PROCESSING

After we receive the product at our facilities for inspection:

Inspection: 1 to 3 business days. We check the product condition, confirm that the tag remains attached, analyse the packaging and verify whether the reported defect conditions remain valid.

Confirmation: up to 48 hours. We will send an official confirmation email informing you of the status of the process and the validation of the claim.

Refund or replacement: 5 to 7 business days. We will either send a completely new product at no cost or refund the money to the original payment method. Depending on your bank or payment provider, the amount may take an additional 2 to 5 business days to become available in your account.

  1. RETURN STATUS

After the product is sent back to our authorised centre, the customer may track the status of the process:

We will provide direct support by email regarding the return process.

You may check the delivery status on the partner carrier’s website using the return tracking code provided.

You will receive email notifications once the product has been inspected and fully processed.

  1. PRODUCT CLAIMS — TRANSPORT DAMAGE

If the product arrived visibly damaged due to transport:

What to do:

Do not fully open the order if you notice obvious damage to the outer box or shipping bag.

Take immediate photographs of the external packaging before and during opening.

Contact us at infoluababy@gmail.com within the first 24 hours after receiving the order. Claims made after this period may not be accepted, as transport companies usually do not accept responsibility for the incident after the first 24 hours following delivery.

Solution:

New product shipment — we will send a completely new replacement item at no cost to you.

Refund — if replacement is impossible due to lack of stock, we will issue a full refund of the amount paid.

  1. DEFECTIVE PRODUCTS — WARRANTY

Our warranty covers material and manufacturing defects that arise as a result of normal, correct and intended use of the product, such as:

Failures or tears in the seams of straps or support structures caused by manufacturing issues

Closure components or buckles broken due to a manufacturing defect

Elastic parts or adjustable mechanisms with an original defect

Procedure:

Contact us at: infoluababy@gmail.com

Send photographs or a short video clearly showing the manufacturing defect.

After validation by our team, we will provide the necessary instructions and cover the costs to resolve the situation with a new item or a refund.

  1. INTERNATIONAL RETURNS

For orders or returns outside the United Kingdom:

Customs fees and import/export costs may apply when goods are moved internationally.

Any customs fees generated by unauthorised returns sent by the customer will be fully borne by the customer. Always contact support before sending any product back.

  1. STRICT REVIEW POLICY

Lua Baby values transparency and fairness. For any defect support request to be approved:

✓ It must be strictly within the 14 consecutive days after delivery.

✓ The product must fully comply with the original tag and packaging conditions described in Section 2.

✓ The visual proof requested by our support team, such as photos or videos, must be provided.

  1. PARTIAL RETURNS

If you placed an order with multiple products and only one of them has a proven manufacturing defect:

Only the affected product will be eligible for exchange or proportional refund.

The refund amount will be calculated strictly in proportion to the individual price of the item on the invoice.

The rest of the order that is in perfect condition remains with the customer.

  1. DUPLICATES OR SHIPPING ERRORS

If we accidentally send a duplicate product or a completely incorrect item, such as the wrong colour, model or variant compared with your checkout:

Lua Baby fully covers the collection and reshipping costs.

We will send collection instructions or a return label at no cost to you.

We will send the correct product originally purchased as a priority.

  1. CHANGE OF MIND — FINAL SALE POLICY

To ensure maximum hygiene, cleanliness and biological safety for all items used by babies and young children, Lua Baby operates under a strict policy where normal sales are considered final.

We do not accept exchanges or returns due to change of mind, regret, aesthetic dissatisfaction or incorrect variant selection made by the customer at checkout.

We recommend that you carefully check all product specifications, images and dimensions on our website before completing your payment.

  1. NON-ELIGIBLE PRODUCTS AND PARTIAL REFUNDS

Non-Eligible Products: We do not accept, under any circumstances, exchange or return requests for items purchased under an express Final Sale condition or included in special promotional campaigns and flash offers.

Depreciation Due to Handling: In strictly exceptional cases authorised by our management by email, if an eligible product is returned but shows minor irregularities, such as light signs of handling by the customer or damaged original packaging while still keeping the tag attached, Lua Baby reserves the right to apply a depreciation deduction and issue a partial refund of 70% to 90% of the original price.

  1. CONTACT AND RETURNS SUPPORT

Do you have any questions about the status of your order, or do you want to report a manufacturing defect in a simple way? Contact us:

Email: infoluababy@gmail.com

Official Website: Lua Baby

Average Response Time: Up to 24 business hours

Business Location: Manchester, United Kingdom

Important Notice: No return or order sent back will be accepted, received or processed at our facilities without prior written confirmation and authorisation from our support team by email. Items sent without authorisation may be refused or considered abandoned, and the customer may lose the right to any compensation.

  1. CHANGES TO THIS RETURN POLICY

Lua Baby reserves the right to update, modify or change any part of this refund and returns policy at any time, in order to comply with new legal requirements or changes in our international logistics network. The applicable conditions will always be those published on our website at the exact time the purchase was made.

Last updated: June 2026.