Refund policy

Thank you for shopping at Lullaby Nest. We want every customer to feel confident when purchasing our personalized decorative pillow covers and related products. This Return and Refund Policy explains your rights and the procedures for requesting a return, exchange, replacement, or refund.

This policy applies to purchases made directly through lullabynest.shop.

1. Our 30-Day Return Policy

We offer free returns and refunds within 30 days of delivery.

To qualify for a return, you must contact us within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

Approved returns are provided at no additional return-shipping cost to the customer.

2. Return Eligibility

To be eligible for a return, the product should:

Be in its original condition;
Be unused, unwashed, and free from stains, odors, pet hair, or damage caused after delivery;
Include its original packaging, where reasonably possible;
Be accompanied by valid proof of purchase;
Be returned according to the instructions provided by our customer support team.

We understand that original packaging may occasionally be damaged during delivery. This will not automatically prevent a return, provided the product itself remains in acceptable condition.

3. Personalized and Customized Products

Many products sold by Lullaby Nest are customized with names, initials, letters, colors, designs, or other personal details selected by the customer.

Personalized items may still qualify for a free return or refund within 30 days under this policy. However, customers are responsible for carefully reviewing all customization details before submitting an order.

If the product was created exactly according to the customization information submitted at checkout, we may request photos and additional details before approving the return.

Products containing spelling errors, incorrect names, or incorrect customization details caused by customer-submitted information may not qualify for an immediate replacement without review. We will nevertheless work with the customer to find a fair solution whenever reasonably possible.

If the customization error was caused by Lullaby Nest or one of our production partners, we will provide a replacement or full refund at no cost to the customer.

4. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

Damaged during transportation;
Defective;
Printed incorrectly;
Different from the item ordered;
Missing parts or accessories;
Delivered with incorrect personalization;
Significantly different from the product description.

Please contact us at support@lullabynest.shop and include:

Your full name;
Your order number;
A description of the issue;
Clear photographs or videos showing the product and packaging;
A photograph of the shipping label, when requested.

After reviewing the information, we may offer a replacement, refund, exchange, or another appropriate resolution.

Customers will not be charged for the return or replacement of products that arrive damaged, defective, incorrect, or incomplete.

5. How to Request a Return

Before returning any product, contact our support team:

Email: support@lullabynest.shop
Phone: +1 (778) 896-3474

Please do not return a product without receiving return instructions from us. Unauthorized returns may be delayed, refused, or sent to an incorrect facility.

Once your request is approved, we will provide the appropriate return address, shipping instructions, and any required return documentation.

The return address may differ from our primary business address depending on the product, fulfillment location, or country of delivery.

6. Free Return Shipping

Approved returns made under this policy qualify for free return shipping.

Where available, we will provide a prepaid return label or another approved return method. Customers must use the return method provided by our support team.

We are not responsible for costs incurred when a customer independently chooses an unapproved return carrier or shipping method.

7. Refunds

Once the returned product is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

Refund processing generally takes 3 to 10 business days after approval. Your bank, card issuer, payment provider, or financial institution may require additional time to display the refund.

Original standard shipping is free and therefore has no refundable shipping value. Optional expedited shipping fees, premium delivery charges, gift-wrapping fees, or other additional services may be non-refundable unless the order arrived damaged, defective, incorrect, or incomplete.

8. Refunds Without a Physical Return

In certain situations, we may issue a refund or replacement without requiring the customer to return the product.

This may apply when:

The product is damaged beyond practical return;
International return shipping is not reasonably available;
The return cost is disproportionate to the product value;
Our support team determines that another resolution is more appropriate.

Whether a physical return is required will be determined after reviewing the claim.

9. Exchanges and Replacements

We may offer an exchange or replacement when:

The item is damaged or defective;
The wrong item was delivered;
Personalization was produced incorrectly by us;
A different size or design is requested and approved;
Another reasonable product-related issue has occurred.

Replacement production and delivery times may be similar to the original order timeframe.

10. Order Changes and Cancellations

Personalized orders may enter production shortly after being placed.

To request a change or cancellation, contact us as soon as possible at support@lullabynest.shop.

We cannot guarantee that an order can be changed or cancelled after production has begun. If production has not started, we will make reasonable efforts to update or cancel the order.

If an order has already been shipped, it cannot be cancelled and must be handled through the return process after delivery.

11. Non-Returnable Situations

A return may be refused when:

The request is submitted more than 30 days after delivery;
The product has been used, washed, altered, or intentionally damaged;
The product shows signs of misuse, improper care, or normal wear;
The product is returned without approval or required documentation;
The customer cannot provide reasonable proof of purchase;
The product was purchased from another website, marketplace, or seller;
The return is suspected to involve fraud, abuse, or policy manipulation.

This does not limit any mandatory consumer rights available under applicable law.

12. Lost or Missing Returns

Customers should keep their return receipt and tracking information until the refund has been completed.

If a return package becomes lost after being sent using our approved prepaid return method, please contact us so we can investigate with the carrier.

We may be unable to issue a refund for an untracked return sent through an unapproved method.

13. Late or Missing Refunds

If you have not received an approved refund:

Check your bank or payment account again;
Contact your credit card company or payment provider;
Contact your bank, as processing delays may apply;
Email us at support@lullabynest.shop.

14. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any mandatory rights available to customers under applicable consumer protection laws.

Where local law provides stronger rights than this policy, those legal rights will apply.