Refund Policy

Full returns and refunds policy

At StarlitBaby we want you to feel confident about your purchase and to have all the information you need if you do 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 can be tried carefully, always bearing in mind that they are designed for the rest and care of little ones.

For this reason, we need to maintain hygiene and storage conditions that allow us to guarantee that every product we send out as new really is new.

Here is everything explained as simply as possible 😊

Collection price by area

Domestic collection in the eligible areas of Spain: €6.99. Collection with UPS Rest of Europe: €15.99. UPS Rest of Europe collection is available for European Union countries with coverage confirmed by UPS; it does not include territories subject to customs procedures. Amounts are final prices and are paid via a secure payment link. The rate is based on the confirmed address and shipping zone of the order.

Canary Islands, Ceuta and Melilla: we do not offer collection arranged by StarlitBaby. The customer must book and pay for the return transport themselves. In this case, StarlitBaby does not charge for the collection service. Issues due to defects or errors are handled separately.

Would you like to make a return?

You have 15 calendar days from receiving your order to request it, including the last day. For orders delivered in several parts, the date of receipt of the last item applies. The period is calculated from confirmed delivery, not from purchase or preparation.

Manage my order: returns and cancellations. Enter your order number and the email used for the purchase; we will send you a code to access it securely. You can use the portal for all your orders, regardless of when you bought them. To request an ordinary return, the order must still be within 15 calendar days of receipt and meet the conditions set out in this policy. Opening the portal to older orders does not extend or restart that period.

You can also notify us of your decision at hola@starlit-baby.com, stating your order. Giving a reason is optional when exercising your right of withdrawal.

After the 15 days, the portal does not allow new ordinary requests. If delivery has not been confirmed, there is an error in the date or there is a problem with the product, please request a review. Guarantees and other legal rights remain in place.

A request notified within the deadline keeps its follow-up. If you send the product yourself, you must do so without undue delay and, at the latest, within 14 calendar days of notifying your withdrawal. If we arrange the collection, we will agree the date with you.

You choose how to return it

You can arrange the shipment yourself or, if you prefer us to make it easier, ask us to arrange the collection. You will choose the option in your request once the deadline and conditions have been checked.

Collection with StarlitBaby: €6.99 in eligible domestic areas or €15.99 with UPS Rest of Europe. Not available in the Canary Islands, Ceuta and Melilla. We arrange the collection and you pay for the service via the secure payment link shown in your request. You don’t need to drop it off anywhere.
I’ll send it myself. You book and pay for the transport with the carrier of your choice; StarlitBaby does not charge you for arranging the collection.

We will check the deadline from confirmed delivery and your answers to the questionnaire. If they meet the conditions, you can go ahead and send the return. We will physically inspect the product once we receive it. Paying for the collection does not mean the return is definitively accepted or that a refund is automatic. For faulty products or items sent in error, please request a review first: do not pay for an ordinary collection.

Collection is carried out by the original carrier: Correos Express or UPS. Once it is confirmed, you will receive the label and instructions for preparing the parcel by email.

Returns 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 see how your little one feels and whether the product suits them before deciding to keep it.

You can do a short, careful trial.

We just ask that, while you decide, you:

✨ Don’t remove or cut off the labels.

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

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

✨ Don’t wash it until you’re sure you’re keeping it.

Remember that if you decide to return it, we need to receive it just as you would like to receive it if you were buying it new 🤍

That’s why a product that has been used continuously, washed, shows signs of use or has had its labels removed can no longer be considered a simple trial or be sold again as new.

Product condition

Notify your request within the deadline and return the complete product, with its components and accessories, clean and protected for transport. Keep the labels and original packaging while you decide whether to keep it; do not wash it or use it continuously during this check.

We will check for any use, washing, stains, smells, missing parts or damage. Where legally applicable, the refund may be reduced for handling beyond what is necessary to establish the nature, characteristics and functioning of the product. We will explain the result of our inspection. These conditions do not remove your statutory rights.

If a product is sold as a set of several pieces, please request the return of the complete set.

📦 PRODUCTS MADE UP OF SEVERAL PIECES

Some of our products are made up of several pieces which, although they may be delivered in separate packaging, are sold together as a single product.

For the return to be accepted, the product must be returned complete, and all its pieces must meet our return conditions.

We do not accept partial returns or give partial refunds for components of the same product.

For example, with a PIKABÜ® Nest with cover, the mattress and the cover form a single product. If either of the two pieces does not meet the return conditions, it will not be possible to return just the other one or request a proportional refund.

📦 HOW DO I PREPARE MY RETURN?

Prepare the product with all its components, accessories and original packaging and protect it well so that it isn’t damaged in transit.

Inside the parcel, include a note with:

✨ Your first name and surname.
✨ Order number.
✨ Product you are returning.
✨ Reason for the return.

That way, when it reaches our warehouse, we can quickly find your order and handle the inspection 😊

If you have already registered your request in the portal, you don’t need to notify us again. If not, write to us at hola@starlit-baby.com within the deadline to let us know you have sent the return.

📍 Send your return to:

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

Transport cost and arrangements

For a change-of-mind return, you can choose our collection for €6.99 final price in Spain or €15.99 with UPS Rest of Europe, depending on the eligible area, and pay via a secure payment link. You can also book and pay for the shipment yourself. In the Canary Islands, Ceuta and Melilla only this second option is available. Parcels sent carriage forward (cash on delivery) are not accepted.

For collection we use the order address. If you need to change it, contact us before paying. Once the payment has been checked, the team will arrange the collection with you. Collection is not scheduled automatically when you submit the request.

Keep the receipt and the tracking number. If you send it yourself, you can add them to your request so the team can check them.

For a full withdrawal, the refund includes the standard delivery costs that are legally due; it does not include the extra cost of a more expensive delivery method you chose. The return cost is handled according to the option chosen and the applicable rights.

🔍 WHAT DO WE DO WHEN WE RECEIVE YOUR RETURN?

When your parcel reaches our warehouse, our team will check it carefully to make sure everything is in order 🤍

We will check the general condition of the product, its labels, components and packaging, and that it shows no signs of use or washing.

The inspection can take up to 5 working days from when we receive the parcel.

Sometimes we may take photos or videos during the inspection. This allows us to record the condition in which we received the product and show it to you if we find any issue.

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

If everything is in order, we will send you confirmation and process your refund 😊

When will I receive my refund?

We will tell you the result of the inspection and use the same payment method as the purchase. In the case of withdrawal, the legal refund period of 14 days from notification applies; where applicable, the refund may be withheld until we receive the goods or proof that they have been sent back. If we offered to collect them, the corresponding legal exception applies.

Once the refund has been issued, the bank or payment provider may take a few days to show it. We will send you confirmation of the refund.

What if we find an issue?

We will explain what we found and, where possible, provide photos or video. We will assess the deadlines, the condition of the product and the applicable rights before communicating a decision. A request outside the ordinary deadline will be reviewed separately if it concerns a defect, a disputed delivery or another legal right.

If you have any doubts, contact us before sending it so we can advise you.

Can I request a cancellation?

If the order has not yet been prepared, you can request it from the portal. It remains pending review by the team: submitting the request does not cancel the order, stop its preparation or refund the money automatically. We will confirm whether we can process it.

🛒 DID WE SEND YOU THE WRONG PRODUCT?

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

Email us at hola@starlit-baby.com with your order number and tell us what you received.

Once we have checked the issue, we will sort it out at no cost to you.

While we resolve it, please do not use or wash the product received in error and keep all its labels attached.

We will 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 in error has been used, washed, had its labels removed or shows any change that prevents it from being sold as new, we may ask you to pay for the product.

⚙️ I THINK MY PRODUCT IS FAULTY. WHAT SHOULD I DO?

Write to us and we’ll look into it with you 🤍

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

✨ Your order number.
✨ The product affected.
✨ Some photos or a short video showing the issue.
✨ A brief explanation of what happened.

Our team will review the case and check whether the product is actually faulty.

If we confirm that it is a defect, we will offer you one of the following solutions, as appropriate:

✨ Replacement: we will send you a new product and collect the faulty one.

✨ Return: we will collect the faulty product and, once the return has been processed, issue the corresponding refund.

We do not offer financial compensation, discounts or partial refunds in exchange for keeping a faulty product.

In both cases you will need to return the faulty product so that we can process the replacement or refund.

It is important to distinguish a possible manufacturing defect from each baby’s adaptation. 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 there is a manufacturing defect.

🛡️ GUARANTEE

Our products come with the applicable guarantee against manufacturing defects, in accordance with the applicable legislation.

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

If you are unsure whether what has happened could be a manufacturing defect, write to us and we can look into it with you 😊

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

📦 HAVE YOU HAD A PROBLEM WITH DELIVERY?

If your order shows as delivered but you haven’t received it, or any other issue occurred in transit, write to us so we can look into it with the carrier.

If it is confirmed that an order has been lost, we will arrange, as appropriate, a new shipment at no cost or a refund.

Orders subject to customs procedures may be delayed due to inspections, documentation or actions taken by the authorities or the carrier.

🌍 Shipments subject to customs clearance

For orders subject to customs control or clearance, any delays caused by customs procedures, inspections or required documentation do not depend on Starlitbaby, but on the customs authorities and the carrier.

In these cases, the customer must contact the carrier directly using their tracking number to get up-to-date information on the status of the shipment and handle any request.

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

If, after the relevant investigation with the carrier, the loss of the order is confirmed, the customer may choose between:

✨ A new product sent at no additional cost, or

✨ A refund of the amount paid for the product.

💬 ANY QUESTIONS?

If you’re not sure whether your product meets the conditions to be returned, write to us before sending it.

We’ll be happy to look at your case and advise you 😊

📧 hola@starlit-baby.com

📍 Returns address