Refund policy

Last updated: July 2026

At MoonaBaby, we understand how important quality and trust are when it comes to products for your baby. We stand behind every product we sell — here's exactly how returns, refunds, and warranty coverage work.

1. Inspect at Delivery — Our COD Promise

When your order arrives by Cash on Delivery, you're welcome to open the parcel and check the product with the delivery driver before you pay. If the item is damaged or not what you ordered, simply decline the delivery — you pay nothing, and we'll make it right.

This is the easiest way to shop with confidence, and we encourage every customer to do it.

2. Return Eligibility

After delivery, you may request a return within 7 days if:

• The item is in its original condition with all accessories, manuals, and packaging
• The item shows no signs of use beyond reasonable testing
• You can provide your order number (from the website or our Telegram bot)

Don't worry about opening the box. We know you need to open and test a product like a baby monitor to know it works — carefully opened packaging does not affect your return rights for defective items.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged or defective, or you received the wrong item, contact us within 48 hours of delivery with:

• Photos or a short video showing the issue
• Your order number

We will arrange, at no cost to you:

• A free replacement (our preferred option, so your little one isn't left without their monitor), or
• A full refund, including any delivery fees you paid, if a replacement isn't available

4. 12-Month Warranty on Electronics

All MoonaBaby electronic products, including the MoonaBaby Smart Monitor, are covered by a 12-month warranty against manufacturing defects, starting from your delivery date.

What's covered: hardware faults that occur during normal use — for example, camera failure, WiFi module failure, or charging problems not caused by damage.

What's not covered:

• Physical damage from drops, water, or accidents
• Damage from incorrect power adapters or misuse
• Normal wear and tear (cables, cosmetic marks)
• Issues with your home WiFi or third-party apps

To make a warranty claim, contact us with your order number and a description (photos or video help). We'll troubleshoot with you first — many issues can be fixed in minutes over Telegram — and if the unit is confirmed defective, we'll repair or replace it free of charge.

5. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

• Products that have been used with your baby (beyond initial testing)
• Items with damaged or missing accessories and packaging (unless the item itself is defective)
• Items marked as final sale

6. How to Start a Return

1. Contact us by Telegram (@moonababycambodia) or email (support@moonababy.com)
2. Share your order number and the reason for the return
3. Our team will confirm and guide you through the return steps

⚠️ Please wait for our confirmation before sending anything back — returns sent without confirmation may be delayed or lost.

7. Return Shipping

• If the item is defective, damaged, or incorrect — return shipping is free; we'll arrange pickup or cover the courier cost
• If you're returning for other reasons (change of mind) — return shipping is paid by the customer, and original delivery fees are non-refundable

8. Refunds

Once we receive and inspect your return, we'll confirm the outcome with you within 2 business days. Approved refunds are paid by ABA bank transfer to your account within 3–5 business days.

For orders paid by ABA transfer, we refund to the same account. For Cash on Delivery orders, just share your ABA account details with us and we'll transfer your refund directly.

If your refund hasn't arrived within 5 business days of our confirmation, message us on Telegram and we'll track it down immediately.

9. Order Cancellation

You can cancel your order free of charge anytime before it's dispatched — just message us on Telegram or reply to your order confirmation. Once your order is with the delivery courier, it can no longer be cancelled, but you can decline the parcel at delivery (see Section 1) or request a return after receiving it.

10. Contact Us

For any return, refund, or warranty questions:

• Telegram: @moonababycambodia (fastest response)
• Email: support@moonababy.com
• Location: Phnom Penh, Cambodia