Refund Policy
RETURNS AND REFUNDS POLICY
At StarlitBaby, we want you to feel confident about your purchase and have all the information you need 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 can 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 care conditions that allow us to guarantee that every product we send as new really is new.
We explain everything below as simply as 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 let us know that you want 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 want 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 proof of postage 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 can do a brief and careful try-on.
We only ask that, while you are deciding:
✨ Do not remove or cut off the tags.
✨ Protect the product by placing 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.
Please bear in mind that, if you ultimately decide to return it, we need to receive it in the same condition you would expect to receive it in if you bought it new 🤍
For this reason, a product that has been used continuously, washed, shows signs of use, or has had its tags removed can no longer be considered a simple try-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 have shipped the product within those same 15 calendar days.
✨ That the product is in perfect, clean condition 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 has 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 notice 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 that it is not damaged 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 inspection 😊
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 RETURN SHIPPING?
For returns due to a change of mind or because the product ultimately does not meet your needs, the return shipping 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 a 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, its labels, components, packaging, and that it shows no signs of use or washing.
The inspection may take up to 5 business days from the date we receive the package.
On some occasions, we may take photographs or videos during the inspection. This allows us to document the condition in which we received the product and show it 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 will send you a confirmation and process your refund 😊
💳 WHEN WILL I RECEIVE MY REFUND?
Once the return has been reviewed and approved, we will issue the refund using the same payment method you used to make your purchase.
Once we have processed it, we will send you a confirmation.
From that point, you will 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 DOES NOT MEET THE CONDITIONS?
If we notice during the inspection that something is not right, we will write to you to explain what we found.
Whenever possible, we can accompany our explanation with photos or a video of the inspection so that you can also check how we received the product.
We will not be able to issue a refund, for example, when:
✨ The return was reported or sent after the 15-day deadline.
✨ The tags 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 us to offer it as a new product.
In these cases, the product will remain yours and we will let you know how to arrange its return.
🛒 HAVE WE SENT YOU THE WRONG PRODUCT?
If we made a mistake while preparing your order, write to us 😊
Send us an email at hola@starlit-baby.com including your order number and tell us what you received.
Once we have verified the issue, we will 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 tags attached.
We will need to receive it back in the same condition in which we sent it to you so that we can add it back to our stock.
If the product received by mistake has been used or washed, its tags have been removed, or it shows any alteration that prevents us from reselling it 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 where we can see the issue.
✨ A brief explanation of what happened.
We will review the case and let you know how to proceed.
It is important to distinguish a possible manufacturing defect from each baby’s individual adaptation. Every little one is different and may need more or less time to get used to a product.
For this reason, a baby may not adapt to the product, or it may not produce 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, scuffing, stains, or other damage resulting from use of the product.
If you’re unsure whether what happened could be considered a manufacturing defect, write to us. We’d 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 transport, write to us so that 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 due to inspections, documentation, or procedures carried out by the authorities or the transport company.
🌍 Shipments subject to customs clearance
For orders subject to customs inspection or clearance, any delays resulting from customs procedures, inspections, or required documentation are not dependent on StarlitBaby, but on the customs authorities and the transport company.
In these cases, the customer must contact the transport company directly using their tracking number to obtain up-to-date information about the shipment status and handle any required procedures.
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 will not be refundable.
If, following the corresponding investigation with the transport company, the order is confirmed to have been lost, the customer may choose between:
✨ 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’re not sure whether your product meets the conditions for return, write to us before sending it.
We’ll be happy to review your case and guide you 😊
And remember: if you want to make a return, you must notify us and send the product within 15 calendar days of receiving your order.
Thank you for trusting StarlitBaby 🤍