Refund policy

Last Updated: November 1, 2026

At BakeLuna, we want you to feel confident when shopping with us. If something isn't right with your order, we're here to help with returns, refunds, and exchanges.

This policy applies to orders delivered within the 48 contiguous United States.

1. Return and Exchange Window

You may request a return or exchange within 30 days of the delivery date.

To qualify, please contact us within this 30-day period and follow the return instructions provided by our customer service team.

Requests submitted after the 30-day window may not be accepted, except where otherwise required by applicable law.

2. Return Eligibility and Conditions

To qualify for a standard return, items must:

Be unused and in the same condition as when received.
Be free from food residue, stains, washing marks, or signs of use.
Include all original accessories, attachments, blades, piping tips, liners, and other parts supplied with the product.
Be returned in their original packaging when reasonably possible.

Because our products include kitchen and baking tools that may come into contact with food, we cannot accept standard returns of items that have been used, washed, or contaminated with food.

We may decline a standard return if an item is missing components or has been damaged through improper use.

These conditions do not limit your rights regarding products that arrive defective, damaged, or incorrect.

Gift cards and digital products, if offered, are not eligible for standard returns unless required by applicable law.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us at info@bakeluna.shop as soon as possible.

To help us resolve the issue, please provide:

Your order number
Photos of the affected product
Photos of the shipping box and packaging, if applicable
A brief description of the problem

Our team will review your request and help arrange a suitable solution, such as a replacement or refund.

If the issue is confirmed to be our responsibility, BakeLuna will cover the applicable return and replacement shipping costs.

Please contact us before returning the item so we can provide the correct instructions.

4. How to Request a Return or Exchange

All returns and exchanges must be approved by our customer service team before anything is shipped back.

Follow these steps:

Step 1: Contact Us

Email info@bakeluna.shop with the following information:

Your order number
The product you wish to return or exchange
Whether you prefer a refund or a replacement
The reason for your request

Step 2: Receive Return Instructions

Our customer service team will review your request and reply with the applicable return instructions, including the correct return address.

Please do not send any products to our business address or any other address before receiving confirmation from us.

Our business mailing address is not necessarily the warehouse or return processing address.

Step 3: Return the Item

Once your request is approved, follow the instructions provided by our team. We will arrange the applicable return shipping at no cost to you.

Step 4: Refund or Exchange

After the returned item arrives and is inspected, we will process your approved refund or arrange the requested exchange.

5. Return and Exchange Shipping Costs

BakeLuna covers return and exchange shipping costs.

You will not be charged return shipping fees for eligible returns or exchanges, including:

Returns due to a change of mind
Returns because you ordered the wrong item
Returns involving damaged, defective, or incorrect products
Exchanges for another product or variation, subject to availability

Our customer service team will provide the appropriate return shipping arrangements.

For exchanges, BakeLuna will also cover the shipping cost of sending the replacement item to you.

Please contact us before arranging or paying for any return shipment. We will provide the appropriate shipping instructions.

6. Refunds and Processing Time

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 10 business days after the return has been received and approved.

Your bank, credit card company, or payment provider may require additional time to post the refund to your account. The time it takes for the credit to appear may vary depending on your payment provider.

If you have not received your refund after the applicable processing period, please contact us at info@bakeluna.shop.

7. Exchanges

We offer direct exchanges for eligible products, subject to product availability.

If you would like a different product, color, size, or variation, please email us with your order number and the item you would like to receive instead.

Once your exchange request is approved:

We will provide return instructions for the original item.
We will arrange the return shipping at no cost to you.
After the returned item is received and approved, we will arrange shipment of the replacement.
BakeLuna will cover the shipping cost of the replacement item.

You do not need to place a new order to complete an approved exchange.

If the requested replacement is unavailable, we will contact you to discuss an alternative or arrange a refund.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@bakeluna.shop.

We can only cancel an order before it has been handed over to the shipping carrier. Once an order has shipped, you may request a return after delivery in accordance with this policy.

9. Lost or Missing Packages

If your tracking information indicates that a package is lost or your order has not arrived, please contact us at info@bakeluna.shop.

We will work with our fulfillment partner and shipping carrier to investigate the shipment.

If the package is confirmed lost, we will work with you to arrange an appropriate resolution, such as a replacement or refund, in accordance with applicable law.