Last updated: September 1, 2026
At Luna Bella Baby Shop, we are committed to providing high-quality wholesale products and excellent customer service. This Return & Refund Policy explains our policies regarding returns, exchanges, and refunds for wholesale orders.
Due to the wholesale nature of our business, our return policy differs from retail stores. Please read this policy carefully before placing an order.
1. General Policy
1.1 Wholesale Returns
As a wholesale manufacturer, we generally do not accept returns for reasons other than manufacturing defects, shipping errors, or damaged goods. This is because wholesale products are often custom-produced, private-labeled, or ordered in large quantities, making resale difficult.
1.2 Inspection Upon Receipt
We strongly recommend that you inspect all products upon receipt. Any issues, including defects, damages, shortages, or errors, must be reported to us within 7 calendar days of delivery. Reports made after this period may not be accepted.
1.3 Return Authorization
All returns require prior authorization from us. Please do not return any products without contacting us first and receiving a Return Merchandise Authorization (RMA) number. Unauthorized returns may be refused or subject to additional fees.
2. Eligible Returns
2.1 Manufacturing Defects
We accept returns for products with manufacturing defects, including but not limited to:
- Fabric defects (holes, tears, stains, etc.)
- Sewing defects (uneven stitching, loose threads, etc.)
- Printing defects (misprinted designs, color bleeding, etc.)
- Size discrepancies (sizes significantly different from specifications)
- Material defects (wrong fabric, defective materials, etc.)
- Missing components (missing buttons, zippers, tags, etc.)
Important: Minor imperfections that do not affect the functionality or wearability of the product are considered normal for wholesale products and may not qualify for returns.
2.2 Shipping Errors
We accept returns for errors on our part, including wrong products, wrong sizes, wrong colors, wrong quantities, or wrong designs shipped.
2.3 Damaged in Transit
We accept returns for products damaged during shipping, provided damage is reported within 7 days of receipt with photos, and a carrier damage claim is filed (we will assist).
2.4 Sample Orders
Sample orders may be returned within 7 days of receipt if the products are in original condition and packaging. However, return shipping costs are the responsibility of the buyer.
3. Non-Eligible Returns
The following are generally not eligible for return or refund:
- Custom/OEM/ODM Orders: Custom-designed, private-labeled, custom-printed, or custom-packaged products produced specifically for you
- Change of Mind: Products you no longer want or need, products that don’t meet expectations (but are as described), products ordered by mistake, or products that don’t sell as well as expected
- Used or Worn Products: Products that have been worn, washed, or used, or products not in original condition
- Sale/Clearance Items: Products marked as sale, clearance, or final sale
- Shipping Damage Not Reported: Shipping damage not reported within 7 days, or damage caused by improper handling
- Size Issues (Non-Defective): Products that don’t fit as expected but are within size specifications (we recommend ordering samples to verify sizing)
4. Return Process
Step 1: Contact Us — To initiate a return, contact us within 7 days of receipt via email (alijinmachao@gmail.com) or phone/WhatsApp (+86 13129341142). Please include order number, product name and SKU, quantity affected, detailed description, photos or videos, and your preferred resolution.
Step 2: Evaluation — We will review your return request and respond within 2-3 business days. We may request additional information, photos, or samples.
Step 3: RMA Number — If your return is approved, we will provide a Return Merchandise Authorization (RMA) number and return shipping instructions.
Step 4: Ship the Return — Package the products securely and ship to the address we provide. Clearly mark the RMA number on the package. Return shipping costs for non-defective returns are the buyer’s responsibility; for defective products or our errors, we cover return shipping.
Step 5: Inspection and Resolution — Once we receive and inspect the returned products, we will process your resolution within 5-7 business days. Resolutions may include replacement, repair, refund, store credit, or partial refund.
5. Refund Policy
Refund Eligibility: Refunds are provided for defective products that cannot be replaced or repaired, shipping errors that cannot be resolved, products damaged in transit (after carrier claim approval), orders canceled before production begins, and other circumstances as agreed.
Refund Amount: Determined based on product price (wholesale rate), quantity returned, condition of products, any restocking fees, and shipping costs.
Shipping Costs: For defective products/our errors, we refund original shipping costs for affected products. For buyer’s remorse/non-defective returns, original shipping costs are non-refundable.
Refund Processing Time: Refunds are processed within 7-14 business days after we receive and inspect returned products. Refunds are issued to the original payment method (bank transfer, PayPal, Western Union, or store credit).
Partial Refunds: In some cases, we may offer a partial refund instead of requiring a return, such as products with minor defects, cosmetic imperfections, shortages, or late deliveries.
6. Exchange Policy
Exchanges may be available for defective products, shipping errors, and sample orders (subject to availability). The exchange process is similar to the return process. For defective products/our errors, we cover shipping costs for both return and replacement; for buyer’s request, the buyer covers shipping costs.
7. Cancellation Policy
- Before Production: Orders may be canceled without penalty (typically within 24-48 hours of confirmation). Full refund of deposit.
- During Production: May be subject to cancellation fees to cover materials, labor, and costs incurred.
- After Production: Cannot be canceled, especially for custom/OEM/ODM orders.
- Sample Orders: May be canceled before shipment for a full refund.
8. Quality Guarantee
All products undergo strict quality control before shipment, including raw material inspection, in-line production inspection, final product inspection, packaging inspection, and random sampling. Our products meet international quality standards including OEKO-TEX Standard 100, CPSIA, GOTS (for organic), REACH, and ISO 9001 (where applicable). Our target defect rate is less than 2%.
9. Shortages and Overages
Shortages: If you receive fewer products than ordered, count immediately, contact us within 7 days with photos, and we will either ship the missing products or issue a refund.
Overages: If you receive more products than ordered, please contact us. We may request return of extra products (at our expense) or offer them at a discounted price.
10. Restocking Fees
For non-defective returns that are approved, a restocking fee of 15-25% may apply to cover inspection, repackaging, and restocking costs. No restocking fee applies to defective products, shipping errors on our part, products damaged in transit, or sample orders returned in original condition.
11. International Returns
For international returns, return shipping costs for defective products are covered by us; for non-defective returns, by the buyer. We recommend using tracked and insured shipping. Any customs duties or taxes on returned products are the responsibility of the buyer. We recommend marking returned packages as “Returned Goods” or “Repair” to avoid customs duties.
12. Warranty
We offer a 30-day warranty on all products against manufacturing defects from the date of receipt. The warranty covers defects in materials and craftsmanship under normal use. The warranty does not cover normal wear and tear, damage caused by improper use/washing/storage, accidents, unauthorized modifications, or products not used according to care instructions.
13. Dispute Resolution
Any disputes should first be resolved through friendly negotiation. If we cannot reach an agreement, either party may request a third-party quality inspection by a reputable agency (e.g., SGS, BV, Intertek). The inspection results will be binding, and the cost will be borne by the party found to be at fault. If the dispute cannot be resolved, it shall be submitted to CIETAC for arbitration in Guangzhou, China.
14. Changes to This Policy
We reserve the right to modify or update this Return & Refund Policy at any time without prior notice. Changes are effective immediately upon posting. We encourage you to review this policy periodically.
15. Contact Us
If you have any questions about this Return & Refund Policy or need to initiate a return, please contact us:
- Email: alijinmachao@gmail.com
- Phone/WhatsApp: +86 13129341142
- Address: Guangzhou, Guangdong, China
- Response Time: Within 24 business hours
We are committed to providing excellent customer service and will work with you to resolve any issues promptly and fairly.