Política de reembolso

LunaCuna Return Policy

At LunaCuna, we are committed to providing ergonomic footwear of the highest quality for your little ones. To ensure the hygiene and safety of our products, we have established the following return policy:

Size Exchanges:
If the footwear purchased is not the correct size, we will gladly exchange it for the appropriate one. Please ensure the footwear is in new and unused condition.

Factory Defects:
If the product presents any manufacturing defect, we will proceed to replace it with a new pair. Please contact us immediately to resolve the issue.

Refunds:
Refunds are only issued in cases of factory defects. For hygiene reasons, we do not offer refunds and do not accept returns of worn footwear. We appreciate your understanding and cooperation.

Exchange Process

1. Contact our customer service team at [info@lunacuna.com] within 10 days of receiving the product.

2. Provide your order number and the reason for the exchange (incorrect size or factory defect).

3. Return the product to our designated return address, ensuring it is in its original condition and packaging, without any signs of use.

Shipping Costs:

• Shipping costs for size exchanges will be covered by the customer.

• In the case of a factory defect, LunaCuna will cover the shipping costs.

General Conditions:
Footwear must be in perfect condition, unused, and with original packaging. We reserve the right to reject any exchange or return that does not comply with these conditions.

Official Return Policy

The following official guidelines apply to all purchases made in our online store:

1. Personal Use Items
   Children’s footwear is considered a personal use item. Once delivered, for hygiene and safety reasons, it cannot be returned to our inventory or resold.

2. Compliance with Health Regulations
   In accordance with applicable Mexican Official Standards (NOM-151 and e-commerce provisions), products that have been in the customer’s possession cannot be resold, even if they show no apparent signs of use.

3. Guarantee of New Products
   We guarantee that all products delivered are completely new. Accepting monetary returns would compromise this commitment and put the customer experience at risk.

4. Exchanges for Size or Model
   Instead of monetary refunds, we offer the option to exchange for a different size or model (subject to availability and within the established timeframe stated in our exchange policy).

5. Fraud Prevention
   To protect the integrity of our transactions and our customers, we limit monetary refunds, as such processes are vulnerable to fraudulent practices.

6. Transparency and Acceptance of Conditions
   By making a purchase at LunaCuna, and in compliance with current Official Standards, the customer acknowledges and accepts this policy at the time of purchase. This information is available at all times on our website.