Refund policy

Returns & Exchanges

At Lunapaca, your baby’s health and safety are our priority. Because our products are personal care items used directly against your baby’s skin, we maintain strict hygiene standards. In line with industry standards, all sales are final. We do not accept returns or exchanges. Orders cannot be cancelled once they have shipped.

Refund Processing

In the event that a refund is issued (for a defect, approved exception, or an order cancelled prior to shipping), it will be processed back to the original payment method and original purchaser only. Please allow 3–10 business days for the funds to appear to the purchaser’s account. 

Shipping + Order Issues

Please inspect your order as soon as it arrives. Any order discrepancies or physical damage discovered upon arrival must be reported to us within 7 days of delivery. 

Lunapaca is not responsible for packages that are lost, damaged, or stolen once they have been handed over to the carrier or marked as delivered. We strongly recommend utilizing shipping protection at checkout to ensure your order is covered in the event of a transit issue or theft. Orders shipped to an incorrect address provided by the customer are considered fulfilled and are not eligible for reshipment or refund. For more information visit our Shipping Policies.

Warranty & Repair Policy

We stand behind our craftsmanship and quality of our materials. For all warranty claims, Lunapaca reserves the right to repair, replace, or refund at our discretion.

30-Day Manufacturing Guarantee: If you discover a defect with your Lunapaca product please notify us at support@lunapaca.com within 30 days of delivery so we can make it right. Defects include: missing or broken snaps, or loose stitching. Other issues such as incorrect fit, leaks, shrinkage, pilling, snags, or other fabric damage from wash or use are not considered defects but please reach out if you would like more guidance on any of these concerns.

1-Year Extended Hardware Warranty: For original owners residing in the United States, we offer free repairs for snaps, elastics, and seams for up to one year from the date of delivery. This warranty covers hardware and stitching only; it does not cover other forms of "wear and tear" such as fabric repairs (holes, rips, pilling, shrinkage) that occur with use. We are not a mending shop and do not offer fabric patching or preventative hardware replacement for components that are not broken. After the initial 30 days, the customer is responsible for shipping the item to Lunapaca for repair. 

Important Repair Requirements: All repairs must be pre-approved and postmarked within 14 days of approval to ensure the garment’s condition does not change before we receive it. All items must arrive clean and bone-dry. Unsanitary items will be returned at the owner's expense without repair. Please include your RMA number inside the package. Items sent to us without pre-approval or an RMA number may be denied or safely discarded to maintain our health and hygiene standards. Upon arrival, we will inspect the item. If the fabric is too torn or compromised to safely support hardware, we reserve the right to decline the repair to avoid further damage. 

How to submit a claim or request a repair: Email support@lunapaca.com with a description of the issue. Be sure to include:

  • Your Order Number

  • The Batch Number (found on the back of the care tag)

  • A photo or video of the issue

Beyond the Warranty: If your item is older than one year or was purchased second-hand, we help families extend the life of these garments by offering Mending Kits for purchase. We suggest using local alterations professionals who may be able to assist with mending fabric or snap repairs.

Longevity + Performance Expectations

Natural fibers like alpaca, cotton, and hemp can offer high-performance, but they are not indestructible. Any garment made from these fibers will eventually show signs of wear, especially when used daily. To protect your investment, we recommend the following:

Laundry & Care: Proper washing (both routine and frequency) is vital to help keep natural fibers in their best shape and prevent snap corrosion. We recommend avoiding hard water and harsh detergents and following our Simple Laundry Guide for best results. 

Full-time Use: For full-time use, we strongly recommend using at least 4 covers in rotation per child. Using insufficient covers in your rotation increases mechanical stress on the snaps and can cause premature fabric fatigue.

Fit & Leaks: While no diaper is truly "leak-proof," most issues are easily solved with fit or absorbency adjustments. Please note that our sizing is a guideline; fit is not guaranteed, and a fit issue or leaks are not manufacturing defects. If you are struggling with either of these issues, please don’t hesitate to email us so we can help you troubleshoot and find a solution that works for you and your baby.

Natural Fiber (Wear + Tear): Pilling and minor shrinkage are normal characteristics of natural fibers and should be expected with frequent use. Small pills may periodically form due to friction, but these can be gently removed with a cashmere comb or fabric shaver to keep your covers looking new. Shrinkage in alpaca occurs through a process called “felting,” which happens when damp fibers rub together during use. While ensuring your diaper has enough absorbency can reduce the amount of moisture the cover receives during active play, some minor shrinkage is a natural and unavoidable part of the fiber's life cycle. The benefit of this process is that felting actually improves performance, making the fabric denser and even more leak-resistant over time as the fibers knit closer together.

Troubleshooting: If you need support with the use or care of your garments, please email us at support@lunapaca.com. We understand that transitioning to natural fibers can involve a learning curve, and we are here to help you troubleshoot fit, absorbency, or laundry routines. Our goal is to ensure you find the right solutions and feel confident in your Lunapaca products at every stage of your journey.


Policy Updates

Our policies are subject to change without notice, and any updates will be reflected on this page. Lunapaca reserves the right to refuse any returns, refunds, or repairs that do not meet the requirements outlined above.

Last Updated: January 2026