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Returns & Exchanges

Store Purchase Return Policy 
Regular priced merchandise purchased in store at Lussobaby may be returned for a full refund within 10 days of the purchase date when accompanied by the original receipt. Any regular priced merchandise that has passed the 10 day refund period may be exchanged within 30 days of purchase for another item or store credit.  Proof of purchase has to be presented for a return or exchange, failure to produce proof of purchase may result in the return/exchange being refused. For all online returns, you will need to email info@lussobaby.ca before you can return any item. If you attempt to return an item to a LussoBaby retail outlet, they will advise you that you need to contact the online team prior to returning the item.

Online Purchase Return Policy 
We make shopping online enjoyable and convenient with free return shipping! 
Products purchased online at www.lussobaby.ca, please contact our customer service team toll free at 1-855-335-8776 or email us at info@lussobaby.ca . For approved returns, we will send a return shipping label via email. You have 10 business days from the time of delivery to ship the item back to us in its original condition. Upon receiving your return, we will inspect it before issuing a refund. If for any reason the product is not returned in its original condition or is no longer saleable, restocking fees may be deducted from the refund amount. Once approved, your refund will be processed within 5 business days.
*Please note that original shipping fees charged when sending the order out are non refundable.

Exceptions 
Our customers can always be confident that our products are completely new, unused and attain a high standard of quality. For safety and hygienic reasons, the following products cannot be returned or exchanged: strollers, car seats, furniture, mattresses, carriers & slings, teethers & pacifiers, bathing items, feeding items, diapers & swim diapers, breast pumps & accessories, personal care products. 
The following conditions do not qualify for returns or exchanges: 
  • sale items or discounted items
  • items that have been removed or taken out of their original packaging
  • items that have been assembled or modified
  • custom made or made to order products
  • special order items (including but not limited to items by Natart, Tulip, Franklin & Ben or Dutaillier)
  • products from Belly Bandits & Bravado
Cancellation Policy
Due to our commitment to process online orders quickly, cancellation requests must be submitted within 24 hours from the time of order. 
Please send your cancellation request to info@lussobaby.ca with your order number or call us on 1-855-335-8776
We will notify you if your order is eligible to be cancelled. Please note that sending in a cancellation request does not confirm that your order is cancelled. Cancelled orders will be confirmed in writing via email. In the event that your order cannot be cancelled, please refer to our return policy.

Defective or Damaged Merchandise 
We sincerely apologize for any product you receive damaged or defective. It’s never our intention but sometimes, it happens. 
If you have received an item that is damaged or defective, please contact us at info@lussobaby.ca or toll free Monday to Friday between 10am to 5pm PST at 1-855-335-8776 within 1 business day of receiving your order. We ask that you provide us with detailed photographs so we can gage the extent of the damage or defect. This is necessary for our records, the manufacturer’s and the shipping carrier if an item was damaged in transit. 
Depending on the product and amount of damage or defect, a replacement part or a brand new unit will be sent to you as soon as possible!

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