We want you to love your Lunababy products. If something isn’t right, here’s how returns work.
30-day return window
You can return most items within 30 days of delivery for a refund or exchange, provided they are:
- Unused, unwashed, and in their original condition
- In the original packaging with all tags, manuals, and accessories
- Accompanied by your order number or proof of purchase
What can’t be returned
For hygiene and safety reasons, the following items are non-returnable once unsealed or used:
- Mattresses, mattress protectors, and bed linen
- Feeding accessories (bottles, teats, breast pump parts)
- Used car seats, strollers, or high chairs (returns accepted only if the item is unused with original packaging intact)
- Items sold as part of a clearance or final-sale promotion (clearly marked at purchase)
How to start a return
1. Message us on WhatsApp at +60 12-797 0636 or email ava@lunababy.com.my with your order number, the item, and the reason for return. 2. We’ll confirm eligibility within 1 business day and send return instructions. 3. Pack the item securely in its original packaging and ship it to the address we provide via NinjaVan, Pos Laju, or J&T (your choice). 4. Once we receive and inspect the item (typically 2–3 business days after delivery), we’ll process your refund or exchange.
Return shipping
Customers are responsible for return shipping unless the return is due to a manufacturing defect or our error (wrong item shipped, damage in transit). In those cases we’ll cover the return shipping or arrange pickup.
Refund timeline
- Card payments (Visa/Mastercard via Stripe): refunded to the original card within 5–10 business days after we approve the return.
- Apple Pay / Google Pay: refunded to the underlying card on the same timeline.
- Buy-now-pay-later (Atome / SPayLater) and FPX online banking: refunded according to that provider’s policy (typically 3–7 business days). Available May 2026 onwards.
Damaged or defective items
If your item arrives damaged or develops a defect within the 1-year Malaysia warranty period, contact us immediately on WhatsApp at +60 12-797 0636 with photos. We’ll arrange a free replacement or repair under warranty.
Exchanges
Exchanges follow the same process as returns. If the replacement item costs more, we’ll send you a payment link for the difference; if it costs less, we’ll refund the difference.
Questions?
WhatsApp: +60 12-797 0636 (fastest) Email: ava@lunababy.com.my Lucio Fortis Sdn Bhd (1421151-X)