Refund policy

We want you and your little one to love your Lullabud. If something isn't right, we're here to help.

1. 15-day return window
You can return your order for any reason within 15 days of the date you receive it. If you live in the European Union or the United Kingdom, you also have a legal right to withdraw from your purchase within 14 days without giving any reason; our 15-day window already includes and extends this right.

2. Return conditions
Items must be returned unused, clean, in the same condition they were received, and in their original packaging. We may reduce your refund to reflect any loss in value if the item has been used, washed, or handled more than necessary to inspect it.

3. How to start a return
Contact us at headrest@use.startmail.com with your order number before sending anything back. We will reply with the return address and instructions. Returns sent without prior approval, or sent to any other address, cannot be accepted or refunded.

4. Return shipping costs
For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

5. Refunds
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 14 days, including the original standard delivery cost. We may withhold the refund until we have received the item back. Your bank or payment provider may need a few extra days to process it.

6. 90-Day Quality Guarantee
In addition to your 15-day return right, every Lullabud is covered by a 90-day quality guarantee against manufacturing defects, starting from the date of delivery.

What is covered:
- Defects in materials or workmanship, such as split seams, broken straps, or stuffing that comes loose under normal use.

What is not covered:
- Normal wear and tear, pilling, or minor changes in color or softness over time.
- Damage caused by misuse, accidents, pets, cuts, burns, or stains.
- Damage caused by washing or drying in a way that does not follow the care instructions.
- Items that have been modified or repaired by anyone other than us.
- Change of mind after the 15-day return window.

How to make a claim:
- Email headrest@use.startmail.com within 90 days of delivery with your order number, a short description of the issue, and clear photos or a video showing the defect.
- We will review your claim within 5 business days. If the defect is confirmed, we will, at our choice, send a free replacement or issue a refund.
- We may ask you to return the defective item; if so, we will provide instructions and cover the return shipping cost.
- Proof of purchase is required. The guarantee applies to the original purchaser only and is limited to one claim per item.

This guarantee is offered by Andrew Barbero Ropero (Lullabud) and is valid for orders delivered worldwide.

7. Damaged or wrong items on arrival
Please inspect your order when you receive it. If an item arrives damaged or you received the wrong item, contact us within 7 days of delivery with your order number and photos, and we will send a replacement or a full refund at no cost to you.

8. Exchanges
To get a different animal, return the item you have within 15 days and place a new order.

9. Cancellations
You can cancel your order free of charge before it ships by emailing us at headrest@use.startmail.com.

10. Your legal rights
This policy and our 90-day guarantee are in addition to, and do not limit, any rights you have under applicable consumer protection laws, including your statutory warranty rights if goods are defective, not as described, or not delivered within the agreed timeframe.

11. Contact and business information
Lullabud is operated by:
Andrew Barbero Ropero
Breitwies 15, 8532 Warth-Weiningen, Switzerland
Email: headrest@use.startmail.com

Please note: this address is for legal and administrative correspondence only. It is not a store, warehouse, or returns center. Please do not send returns or visit this address in person. All customer service requests, returns, and guarantee claims are handled exclusively by email.