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Returns, Exchanges, and Warranty

Returns, Exchanges, and Warranty

We are confident that we offer a product of the highest quality for your baby, and we hope you feel the same way! We also know there are learning curves to using new baby products, so if you have any questions, please contact us prior to returning your mat. We most likely can offer a helpful solution. To see a list of commonly asked questions, visit our FAQs page.

How to Return or Exchange

First, review our policies below. When you’re ready to return or exchange, contact us with:

  • Your name
  • Your order number
  • Reason for the return

Please provide the above details in your request to receive a return authorization form.

An approved Tranquilo return authorization form must be included in the return package.

Customers are responsible for return shipping; pre-paid labels are not provided. We recommend tracking on all returns. Tranquilo is not responsible for returns lost in the mail; customers will not receive refunds for lost returns.

Once your item is received and inspected, your claim will be processed and a refund or replacement will be issued within 7 - 14 business days.

Refund Policy

Items purchased directly from Tranquilo, including gifts and pre-ordered and backordered items, are refundable for U.S. customers if returned within a 30 day period from the date of delivery as confirmed by tracking information.

Returned items must be in like-new condition and include:

All parts and materials should be without stains or wear and tear.

Items shipped outside the U.S. are not eligible for refunds.

U.S. customers will receive a full refund for the returned item(s), less shipping costs (if applicable) and other fees (see below) to original payment method used for purchase. A $5 restocking fee will be deducted from your refund total. Other charges may apply (see below chart). We recommend you send your return back with a tracking service. Tranquilo is not responsible for returns that are sent but never received and customers will not receive refunds for lost returns.

Exchange Policy

If you would like a different size or item, you may request an exchange within 30 days of delivery of your original order. Depending on the price differential, you may be invoiced a new balance or refunded for a portion of the original order.

Items returned for exchange must be in like-new condition and include the original packaging, including the cardboard sleeve or mat box, the instruction manual, the quick-start sticker if available, and the cotton storage bag. All parts and materials should be without stains or wear and tear.

We recommend you send your return back with a tracking service. Tranquilo is not responsible for returns that are sent but never received and customers will not receive refunds for lost returns.

Fee Deduction Policy

All returned or exchanged items will be thoroughly inspected and missing or damaged items will be deducted from your refund.

Item

Charge to Customer

Restocking fee for mats

$5.00

Restocking fee for unused decorative covers

$1.00

Used, missing, or damaged cloth storage bag

$3.50

Used, missing, damaged flat mat cover

$5.00

Missing or damaged mat box

$1.50


To avoid these fees, use care when opening your Tranquilo Mat package and avoid damage and loss of all items.

Limited Warranty

An Important Message to Our Customers

Tranquilo is firmly committed to providing our customers with best in class, reliable products through authorized dealers. Our policy is to honor product warranties and to perform services only on products purchased from an authorized Tranquilo dealer (and only accompanied by a receipt or proof of purchase). If you purchased a Tranquilo product from an unauthorized dealer (or if the original factory serial number has been removed, defaced, or altered), the Tranquilo warranty will be void and your item will not be eligible for exchange.


Unfortunately, there are some websites and dealers – particularly on Amazon.com and eBay.com – who claim to be authorized Tranquilo resellers but are not. Products sold on these websites by such unauthorized dealers do not carry a warranty from Tranquilo. When you purchase products from an unauthorized website or dealer you are taking a risk, because these products may be counterfeit, used, defective, or may not be designed for use in your state or country. Please protect yourself and your Tranquilo product by ensuring that you only purchase Tranquilo products from an Authorized Tranquilo Dealer.

To see a list of Tranquilo Authorized Dealers, please please visit our store locator.

If you believe your mat isn’t functioning properly, please contact us. Customer service will determine whether your mat needs to be evaluated for a possible defect. If a product is determined to be defective within 12 months of purchase, Tranquilo will repair or replace (at our option) your product free of charge. Only replacements, not refunds, are available for defective products.

Please note that depending on the product and shipping address, it may take 2 - 10 business days to receive a replacement.

If a returned item is determined to be non-functional, customer will be reimbursed for return shipping up to $9.99 USD. If the item is determined to be functional, customer will not be reimbursed for return shipping.

This warranty does not apply to normal wear or damage from misuse, abuse, improper storage and handling, accident, self-repair, third party repair, faulty or leaking batteries, or alterations.

Our warranty is below. For specific warranty information on your item, please contact us.

Tranquilo One-Year Limited Warranty

Tranquilo, Inc. (“Tranquilo”) warrants to original end-users of Tranquilo products that these products will be free from defects in material and workmanship, under normal use, for one year from the date of purchase by the original end-user. At its option, Tranquilo will repair or replace any Tranquilo product which fails to conform with this warranty.

In no event shall the duration of any implied warranty of merchantability or fitness for a particular purpose be longer than the period of the applicable express warranty set forth above.  Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

This warranty does not cover damage caused by (a) the failure to follow Tranquilo’s instructions or warnings when using or storing the product, nor (b) misuse or accident, or otherwise, including in cases of third party actions and force majeure.

In no event shall Tranquilo be liable for incidental or consequential damages.

Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

This warranty is in lieu of all other warranties, expressed or implied, and is the sole remedy with respect to product defects.

This warranty gives specific legal rights, and you may also have other rights which vary from state to state.