Returns
Last updated: 17.07.2026
1. Voluntary 30-Day Satisfaction Guarantee
We want you to be happy with your Owlet product. Therefore, LUNA Swiss GmbH offers a voluntary 30-day satisfaction guarantee for certain products purchased directly through our online shop at www.owletcare.ch.
Under this satisfaction guarantee, you may return an eligible product within the period described below if you are not completely satisfied with it.
The satisfaction guarantee is a voluntary service and is in addition to your rights in the event of defective or incorrectly delivered goods.
Swiss law does not provide for a general statutory right of withdrawal for ordinary online purchases.
2. Start of the 30-day period
The period for the voluntary 30-day satisfaction guarantee begins on the day after the product is received by the customer or a person authorized to receive it designated by them.
For an order containing several products that are delivered separately, the period for each product begins on the day after its receipt.
To meet the deadline, it is sufficient to request a return authorization from our customer service within the 30 calendar days.
A valid proof of purchase is required to claim the satisfaction guarantee.
3. Scope of application
The satisfaction guarantee applies exclusively to products purchased directly via www.owletcare.ch.
Products purchased from another retailer or through another website must be returned to that seller in accordance with the original seller's return policy.
For warranty or guarantee claims regarding products purchased through an authorized Owlet retailer, the respective warranty and guarantee terms apply.
Gift vouchers as well as products expressly marked as non-returnable are excluded from the satisfaction guarantee.
4. Return authorization
Before returning a product, you must request a return authorization from our customer service within the applicable 30-day period.
To do so, please contact us at:
Email: owlet@luna-swiss.ch
Please include the following information with your request:
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First and last name
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Order number
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Date of purchase
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Product in question
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Reason for return
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Date of initial registration or setup, if applicable
After reviewing your request, you will receive a return authorization from us, as well as the instructions and return address applicable to your return.
Products returned without prior return authorization may not be clearly identifiable and therefore may not be processed, or processed only with delays.
5. Return period
Once the return authorization has been issued, the product must be shipped to the return address provided by us within three weeks.
The date of handover to the transport company is decisive.
If the product is not shipped within this period, the return authorization may lose its validity. In this case, please contact our customer service again before returning the item.
6. Condition and completeness of the return
The returned product must be in a reasonable and carefully handled condition.
Normal signs of use resulting from proper testing and use of the product during the 30-day trial period do not automatically exclude a return.
However, specifically excluded from the satisfaction guarantee are products that:
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are broken or significantly damaged
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have been used improperly or contrary to the instructions for use
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are returned incomplete
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have been damaged by falls, liquids, or other external influences
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have been altered, tampered with, or repaired by unauthorized parties
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show excessive or unhygienic signs of use
Please clean the product parts to be returned in accordance with the instructions for use and pack the product carefully.
The original packaging must be available and used for the return shipment. Returns are not possible without the original packaging.
7. Included components
All essential components and accessories originally delivered must be included with the return.
Depending on the product, this includes in particular:
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Sensor
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Base station
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Camera
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Power adapters and charging cables
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Fabric socks or sock sizes
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Mounts
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Adapters
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Other accessories included in the scope of delivery
If components are missing or if individual components are damaged beyond normal testing, we may reduce the refund amount by the reasonable value of the missing or damaged components.
We will inform you of any potential deduction and its amount after checking the returned shipment.
8. Return shipping costs and shipping risk
The costs for return shipping under the voluntary satisfaction guarantee are borne by the customer.
The return shipment must be sufficiently stamped. Returns sent with postage due may be rejected, or the costs incurred may be deducted from the refund amount.
The risk of loss or damage during the return shipment is borne by the customer until the package reaches the specified return point.
We therefore recommend:
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using an insured or trackable shipping method
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keeping the tracking number
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obtaining a proof of shipment
packaging the product securely and sufficiently for transport
This regulation applies to voluntary returns under the satisfaction guarantee. In the case of a confirmed warranty claim, the provisions of our General Terms and Conditions and our warranty conditions apply.
9. Inspection of the return
Upon receipt, the return will be checked for completeness, condition, and compliance with these return conditions.
You will receive an email as soon as your return has been received and processed.
If the return meets the requirements of the satisfaction guarantee, the refund will be released.
Should information be missing or ambiguities exist, we may contact you before the refund is processed.
10. Amount of refund
In the case of a proper and complete return, we will refund the purchase price paid for the returned product.
The following costs will not be refunded under the voluntary satisfaction guarantee:
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Return shipping costs
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Originally paid shipping costs
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Surcharges for special or expedited shipping methods
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Other expressly stated shipping or processing costs
In the case of incomplete or excessively damaged returns, the refund amount may be reasonably reduced according to the loss in value or the value of the missing components.
Such a reduction will not occur in the case of a legitimate warranty claim.
11. Type and duration of refund
The refund will generally be issued via the payment method originally used for the order.
After completing the inspection, we will initiate the refund as quickly as possible. Depending on the payment method used and the respective financial institution, it may take several business days for the credit to be visible in your account.
We have no influence on the processing time of your bank, credit card company, or other payment service provider.
If the originally used payment method is no longer available, further processing will be clarified with the relevant payment service provider or financial institution. Please contact us if a refund does not become visible within a reasonable time.
12. Defective or incorrectly delivered products
These return conditions primarily concern returns under the voluntary 30-day satisfaction guarantee.
If a product is defective, damaged, or incorrectly delivered, please contact us before returning it at:
Please include your order number and, if possible, a description and photos or videos of the defect.
In the case of a confirmed warranty claim, LUNA Swiss will cover the reasonable costs of the necessary return shipment. The warranty provisions in our General Terms and Conditions apply additionally.
13. Warranty
Information regarding additional voluntary manufacturer or retailer warranties, their duration, conditions, and exclusions can be found in our separately published warranty terms.
A voluntary guarantee does not limit the warranty rights regulated in our General Terms and Conditions.
14. Contact
If you have questions about a return or refund, you can reach us at:
LUNA Swiss GmbH
Webereistrasse 68
8134 Adliswil
Switzerland
Phone: +41 43 928 37 58
Email: owlet@luna-swiss.ch