Refund policy
This Refund Policy applies to customers located in the United States.
By placing an order, you acknowledge and agree to this Refund Policy.
1. 30-DAY SATISFACTION GUARANTEE
We offer a 30-day money-back satisfaction guarantee on the Cradlux device.
If, within 30 days of delivery, the product does not meet your expectations for any reason, contact support@cradlux.com to request a refund.
This guarantee covers products that have been used during the 30-day period. The condition of the returned item does not affect refund eligibility within this window, provided the request is submitted in good faith.
Requests submitted after 30 days are not eligible for a satisfaction refund, except where required by applicable law or where the product is defective.
2. RETURNED ITEM HANDLING
Customers are asked to return the product in its original packaging where reasonably possible.
For consumer safety reasons, returned units are not resold as new. They are evaluated upon receipt, then refurbished, recycled, or disposed of in accordance with applicable regulations, including applicable electronic waste (e-waste) disposal requirements.
3. ELIGIBLE REQUESTS
A satisfaction refund request is eligible if all of the following are met:
The product was purchased directly from Cradlux
The request is submitted within 30 days of delivery
A return authorization is obtained by emailing support@cradlux.com before sending the item
Proof of purchase is provided (order number or order email)
Unauthorized returns sent without prior authorization may be refused or returned to sender at the customer's expense.
4. NON-RETURNABLE ITEMS
The following are not eligible for return or refund under this Policy:
Gift cards
Items reported lost or destroyed by the customer (these cannot be returned)
Requests submitted outside the 30-day window, except where required by law or in the case of defects covered separately under this Policy
5. EXPECTATION DISCLAIMER
Individual experiences vary. We do not guarantee any specific result, outcome, or effect from use of the Cradlux device, including any specific impact on infant or caregiver sleep. That is precisely why we offer the 30-day satisfaction guarantee: if it does not work for you, you receive a refund.
This disclaimer does not limit your rights in cases of defective, damaged, or materially non-conforming products under applicable consumer protection law.
6. DEFECTIVE OR DAMAGED ITEMS
If your product arrives damaged or defective, please contact us promptly so we can assist with a replacement or refund.
Please include:
Order number
Clear photo or video evidence showing the issue
Based on our assessment, we may offer troubleshooting, a replacement, or a refund. We may request reasonable troubleshooting steps before approving a replacement.
Defective product claims are covered by the 30-day satisfaction guarantee and may also be honored beyond 30 days where required by applicable warranty or consumer protection law.
7. HOW TO REQUEST A RETURN OR REFUND
To submit a request, contact:
Email: support@cradlux.com
Please include your order number and reason for the request.
Unauthorized or unapproved returns will not be processed.
8. RETURN SHIPPING
Customers are responsible for return shipping costs unless otherwise required by law.
We will cover the cost of a prepaid return label only where required by applicable law.
9. REFUNDS
Approved refunds are issued to the original payment method within 10 business days after our receipt of the returned item or our approval of the satisfaction refund request, whichever applies.
Your financial institution may require additional time to make the funds available to you.
10. NO EXCHANGES
We do not offer direct exchanges.
If you would like a replacement after refund, please place a new order.
11. DELIVERY AND ADDRESS ISSUES
Customers are responsible for providing accurate shipping information.
We are not responsible for orders that are:
Delivered to the address provided
Refused by the recipient
Unclaimed or undeliverable
Returned due to incorrect or incomplete address
Reshipping may require additional payment.
12. RETURN AND REFUND ABUSE
We reserve the right to refuse, limit, or revoke the satisfaction guarantee, refunds, or future service in cases of:
Repeated satisfaction-refund claims from the same household, payment instrument, or shipping address
Resale-and-refund patterns
Suspected fraud or abuse
Excessive return activity inconsistent with personal consumer use
The 30-day satisfaction guarantee is intended for genuine personal evaluation of the product. It is not a recurring zero-cost rental and may be denied where the pattern of use is inconsistent with that purpose.
13. CHARGEBACKS AND PAYMENT DISPUTES
We encourage customers to contact us before initiating a chargeback or payment dispute. Most issues can be resolved directly under our 30-day guarantee.
We reserve the right to contest disputes using:
Delivery confirmation
Proof of policy acceptance
Order and communication records
Product condition documentation
Accounts associated with fraudulent or abusive disputes may be restricted or banned.
14. CONTACT
Email: support@cradlux.com