RETURNS AND REFUNDS POLICY

At StarlitBaby, we want you to feel confident about your purchase and have all the information clearly explained if you ultimately need to make a return 🤍

We know that when we buy something for our baby, we want to see it, touch it, and check whether it suits them. That is why our products may be tried carefully, always bearing in mind that they are items intended for the rest and care of little ones.

For this reason, we need to maintain hygiene and condition requirements that allow us to guarantee that every product we ship as new really is new.

We explain everything below in the simplest way possible 😊

🔄 DO YOU WANT TO MAKE A RETURN?

No problem 😊

You have 15 calendar days from the date you receive your order to notify us and make the return.

Within those 15 days, you need to do these two things:

✨ Write to us at hola@starlit-baby.com to notify us that you wish to make a return. Tell us your name and order number so that we can locate it easily.

✨ Send the product back to our facilities within that same 15-calendar-day period.

It is important to bear in mind that notifying us that you wish to make a return does not stop or extend the deadline. Both the notification and the shipment must be made within 15 days of receiving your order.

When you ship it, keep the receipt and tracking number until we confirm that we have received it 📦

📍 Return address

STARLIT FIELD SLU / STARLITBABY
Calle Cerbere 9, Nave
04700 El Ejido, Almería
Spain

🍼 CAN I TRY THE PRODUCT WITH MY BABY?

Yes 😊 We completely understand that you need to check how your little one feels and whether the product suits them before deciding whether to keep it.

You may carry out a brief and careful trial.

We only ask that, while you decide:

✨ Do not remove or cut off the tags.

✨ Protect the product by placing a a clean sheet or muslin cloth between the baby and the product.

✨ Prevent it from getting stained or picking up odors, moisture, or residue.

✨ Do not wash it until you are sure you are going to keep it.

Keep in mind that, if you ultimately decide to return it, we need to receive it in the same condition in which you would like to receive it if you bought it new 🤍

That is why a product that has been used continuously, washed, shows signs of use, or has had its tags removed can no longer be considered simply tried on or resold as new.

✨ WHAT DO WE NEED IN ORDER TO ACCEPT YOUR RETURN?

To approve the return and subsequently issue the refund, these conditions must be met:

✨ That you have notified us of the return by email within 15 calendar days of receiving the order.

✨ That you have shipped the product within those same 15 calendar days.

✨ That the product is in perfect condition, clean, and shows no signs of use.

✨ That it retains all its original labels attached, without cutting or removing them.

✨ That it has not been washed.

✨ That it shows no stains, hair, residue, odors, moisture, or marks.

✨ That it includes all its components and accessories.

✨ That it retains its original packaging.

✨ That it is properly protected for transport.

✨ And, ultimately, that we can offer it to another family again as a new product.

Remember 🤍: notifying us of the return does not extend the 15-day period. The notification and shipment must be made within that period.

If the product has been washed, its labels have been removed or cut, it shows signs of use, or does not meet any of these conditions, unfortunately we will not be able to accept the return for a refund.

📦 HOW DO I PREPARE MY RETURN?

Prepare the product with all its components, accessories, and original packaging, and protect it well so it does not suffer any damage during transport.

Inside the package, include a note with:

✨ Your first and last name.

✨ Order number.

✨ Product you are returning.

✨ Reason for the return.

That way, when it arrives at our facilities, we can quickly locate your order and process the review 😊

Also remember to write to us at hola@starlit-baby.com within the period for notifying us that you have made the return.

🚚 WHO PAYS FOR THE RETURN SHIPPING?

For returns due to a change of mind or because the product ultimately does not meet your needs, the return shipment must be arranged and paid for by the customer.

We cannot accept packages sent freight collect.

The original shipping costs for the order are non-refundable. Once the return is approved, the amount corresponding to the returned product will be refunded.

We recommend using a shipping service with tracking number and keep the receipt until we confirm that we have received your package.

🔍 WHAT DO WE DO WHEN WE RECEIVE YOUR RETURN?

When your package arrives at our facilities, our team will carefully inspect it to make sure everything is in order 🤍

We will check the product’s overall condition, labels, components, packaging, and ensure that it shows no signs of use or washing.

The review may take up to 5 business days from when we receive the package.

Sometimes we may take photos or videos during the review. This allows us to document the condition in which we received the product and show them to you if we detect any issue.

Receiving the package does not mean that the refund is automatically approved. We first need to review it and check that it meets the return conditions.

If everything is correct, perfect! We’ll send you confirmation and process your refund 😊

💳 WHEN WILL I RECEIVE MY REFUND?

Once the return has been reviewed and approved, we’ll issue the refund using the same payment method you used to make your purchase.

Once we’ve done this, we’ll send you a confirmation.

From that point, you’ll normally see the money reflected in your account within approximately 3–5 business days, although this period may vary depending on your bank or payment provider.

❌ WHAT IF THE PRODUCT DOESN’T MEET THE CONDITIONS?

If we notice during the inspection that something isn’t right, we’ll write to explain what we found.

Whenever possible, we’ll support our explanation with photos or a video of the inspection so that you can also see how we received the product.

We won’t be able to issue a refund, for example, when:

✨ The return was reported or sent after the 15-day deadline.

✨ The labels have been removed or cut off.

✨ The product has been washed.

✨ It shows signs of use.

✨ It has stains, hair, residue, odors, moisture, or marks.

✨ Components or accessories are missing.

✨ Its condition no longer allows it to be offered as a new product.

In these cases, the product will remain yours and we’ll let you know how to arrange its return.

🛒 HAVE WE SENT YOU THE WRONG PRODUCT?

If we made a mistake when preparing your order, write to us 😊

Send us an email at hola@starlit-baby.com including your order number and telling us what you received.

Once we have checked the issue, we’ll take care of resolving it at no cost to you.

In the meantime, while we resolve this, please do not use or wash the product received by mistake and keep all its labels attached.

We’ll need to receive it back in the same condition in which we sent it so that we can return it to our stock.

If the product received by mistake has been used, washed, had its labels removed, or shows any alteration that prevents it from being resold as new, we may request payment for the product.

⚙️ I THINK MY PRODUCT HAS A DEFECT. WHAT SHOULD I DO?

Write to us and we’ll review it with you 🤍

You can contact us at hola@starlit-baby.com and send us:

✨ Your order number.

✨ The affected product.

✨ Some photos or a short video showing the issue.

✨ A brief explanation of what happened.

We’ll review the case and let you know how to proceed.

It’s important to distinguish a possible manufacturing defect from each baby’s adjustment period. Every little one is different and may need more or less time to get used to a product.

For this reason, a baby not adapting to the product or the product not producing the expected result does not mean that there is a manufacturing defect.

🛡️ WARRANTY

Our products are covered by the applicable warranty against manufacturing defects, in accordance with applicable regulations.

The warranty does not cover damage caused by normal use, improper use, failure to follow care or washing instructions, chemicals, sharp objects, scuffs, stains, or other damage resulting from use of the product.

If you are unsure whether what happened may be a manufacturing defect, write to us. We would rather you tell us so we can review it with you 😊

Proof of purchase will be required to process any warranty claim.

📦 DO YOU HAVE A DELIVERY ISSUE?

If your order appears as delivered but you have not received it, or any other incident has occurred during transit, write to us so we can review it with the courier.

If an order is confirmed to have been lost, we will investigate the case and arrange, as appropriate, a new shipment at no cost or a refund.

For orders subject to customs procedures, delays may occur as a result of inspections, documentation, or procedures handled by the authorities or the shipping company.

🌍 Shipments subject to customs clearance

For orders subject to customs control or clearance, any delays resulting from customs procedures, inspections, or required documentation are not the responsibility of Starlitbaby, but rather of the customs authorities and the shipping company.

In these cases, the customer must contact the shipping company directly using their tracking number to obtain updated information about the shipment's status and handle any requirements.

If you choose a refund, only the amount corresponding to the purchased product will be refunded; shipping costs, customs clearance fees, duties, and other associated costs are not refundable.

If, following the corresponding investigation with the shipping company, the order is confirmed to have been lost, the customer may choose between:

• The shipment of a new product at no additional cost, or
• A refund of the amount paid for the product.

💬 DO YOU HAVE ANY QUESTIONS?

If you are unsure whether your product meets the conditions for returning it, write to us before sending it.

We will be happy to review your case and guide you 😊

📧 hola@starlit-baby.com

And remember: if you wish to make a return, you must notify us and send the product within 15 calendar days following receipt of your order.

Thank you for trusting StarlitBaby 🤍