Refund policy

Return & Refund Policy

We create handmade baby mobiles with great care and attention to detail. Many of our products include personalization or custom design elements. Because of the nature of handmade and made-to-order items, returns are accepted only under specific conditions outlined below.

1. Items Eligible for Return

We accept returns only if:

  • the item arrives damaged during shipping, or

  • the item has a significant manufacturing defect that does not match the product description.

2. Items NOT Eligible for Return

Returns are not accepted for the following:

  • personalized or custom-made items (including names, custom colors, special lengths, custom designs);

  • change of mind or buyer’s remorse;

  • incorrect color, style, or design chosen by the customer;

  • items that have been used, installed, or show signs of wear, odors, or damage caused by the customer.

Personalized and custom-made items are non-refundable because they are created specifically for each customer and cannot be resold. This is consistent with Canadian consumer law for custom-made products.

3. Return Request Window

Customers must contact us within 7 days of delivery to request a return.

If a return is approved, the item must be shipped back within 14 days of approval.

4. Condition of Returned Items

To be eligible for a refund, returned items must be:

  • in their original condition,

  • unused,

  • in original packaging,

  • without odors, stains, or modifications.

Items returned in a diminished condition may be subject to a partial refund.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs.

  • We recommend using a tracked shipping service.
    We are not responsible for return parcels lost in transit.

6. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately and provide:

  1. photos of the outer packaging;

  2. photos of the inner packaging;

  3. photos of the item itself;

  4. photos of shipping labels.

This documentation is required to file a claim with the carrier.

Once verified, we will offer a replacement or a refund.

7. Refund Processing

Refunds are issued only after the returned item is received and inspected.

Processing time: 3–7 business days.

Please note:

  • Shipping costs are non-refundable.

  • Payment processing fees (Shopify / Stripe / PayPal) are non-refundable, as these platforms do not return fees to merchants.

8. Order Cancellations

  • Orders may be cancelled within 2 hours of purchase.

  • Personalized or custom-made orders cannot be cancelled once work has begun.

9. Exchanges

Exchanges are available only if the item:

  • is not personalized,

  • is unused and in original condition,

  • and the customer pays shipping both ways.

10. Contact

If you have any questions about our return policy, feel free to contact us anytime.