Politique de remboursement
Order Cancellation
Before Shipment:
- You may cancel your order at any time before it is shipped or enters production
- Full refund will be issued to your original payment method
After Shipment:
- Once an order has been shipped, cancellation is no longer available
- You may initiate a return following our return policy below
Return Eligibility
We accept returns under the following conditions:
Eligible for Return:
- Defective or damaged items received
- Wrong item shipped
- Quality issues due to manufacturing defects
- Other issues - please contact us to discuss
Return Requirements:
- Items must be unused and in original condition
- Original packaging must be intact
- Must provide photos for our customer service team to verify the issue. If photos are insufficient to demonstrate the defect, a video may be required before a replacement or refund can be processed.
- Return request must be submitted within 30 days of delivery
Non-Returnable Items:
- Customized or personalized products
- Items that have been used or washed
- Products without original packaging or tags
- Items showing signs of normal wear and tear after use (e.g., fabric pilling, minor seam loosening from regular handling)
Normal Wear & Tear Policy
Our baby products are designed and tested for safe daily use. However, as with all soft goods, normal wear and tear may occur over time with regular use.
What is considered normal wear and tear:
- Minor fabric softening or pilling after repeated use and washing
- Gradual loosening of seams or stitching after extended daily use (30+ days)
- Color fading after multiple washes
Our commitment to safety:
- We strongly recommend inspecting the product before each use for any signs of wear or damage
- Discontinue use immediately if you notice any loose stitching, tears, or structural damage
- Normal wear and tear after 30 days of use is not covered under our defect return policy; however, please contact us and we will do our best to offer a goodwill resolution
Return Process
Step 1: Contact Us First
Before initiating any return, please contact us at contact@babysleepbetter.com with:
- Your order number
- Photos of the item
- Detailed description of the issue
Our team will work with you to resolve the issue. In many cases, we can find a solution without requiring a return.
Step 2: Return Approval
If a return is necessary after our discussion:
- We will provide return authorization and instructions within 2-3 business days
- You will receive the return address and specific shipping requirements
Step 3: Return Shipping Responsibility
Since our products ship internationally from China, return shipping costs vary significantly by country and local courier rates.
- For defects/errors on our part: We will work with you to find a fair solution
- For other reasons (change of mind, etc.): Customer is responsible for return shipping costs
Important:
- Return shipping costs cannot be predicted in advance as they depend on your local courier rates
- Use a trackable shipping service - we are not responsible for lost return packages
- Do not send returns without prior authorization
Refund Policy
What We Refund:
For returns due to our error (defective item, wrong item, quality issues):
- We will ensure you receive a full refund
- Specific refund details will be discussed on a case-by-case basis to provide the fairest solution
For returns due to other reasons (change of mind, personal preference):
- Partial refund of product cost
- Original shipping fees are non-refundable
- Return shipping costs are customer's responsibility
Please Note:
Due to international shipping logistics, original shipping fees are non-refundable for non-defective returns.
Refund Process & Timeline
Inspection & Approval:
- Once we receive your return, we will inspect the item within 3-5 business days
- You will receive an email notification regarding approval or rejection of your refund
Refund Processing:
- Approved refunds will be processed within 5-7 business days after inspection
- Refund will be credited to your original payment method
- Please allow an additional 5-10 business days for your bank or credit card company to post the refund
Exchanges
We do not offer direct exchanges due to international shipping logistics. If you need a different size, color, or product:
- Contact us first - we may be able to help without requiring a return
- If necessary, return the original item following the process above
- Place a new order for the desired item
Missing or Delayed Refunds
If you have not received your refund after the expected timeframe:
- Check your bank account or credit card statement again
- Contact your credit card company - posting may take additional time
- Contact your bank - there may be processing delays
- If you've completed these steps and still haven't received your refund, contact us at contact@babysleepbetter.com
EU Customers — Right of Withdrawal
If you are located in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (the "withdrawal period").
To exercise this right:
- Contact us at contact@babysleepbetter.com before the 14-day withdrawal period expires
- Include your order number and a clear statement of your decision to withdraw
Important — Return Shipping Costs:
- You are responsible for the direct cost of returning the goods
- As our products ship internationally from China, return shipping costs are significant and are entirely the customer's responsibility
- We strongly recommend reviewing your order carefully before purchase
Refund Timeline: We will issue a refund of the product cost within 14 days of receiving the returned item. Original shipping fees are non-refundable.
Contact Us
We encourage you to contact us before initiating any return. Many issues can be resolved quickly through communication.
- Email: contact@babysleepbetter.com
- Response Time: Within 24-48 hours