Refund policy

Return & Refund Policy

 

We want you and your pet to love LUMA. If you are not completely satisfied, you may request a return within 30 days of delivery.

 

Return eligibility: Items must be unused, in their original packaging, and in resellable condition, unless the item arrived damaged, defective, or incorrect.

 

How to start a return: Email support@lumapet.shop with your order number and the reason for your return. We will reply with return instructions.

 

Change-of-mind returns: For change-of-mind returns, customers are responsible for return shipping costs.

 

Refunds: Once your return is received and inspected, we will confirm by email and process your refund to your original payment method within 5–10 business days. Your bank or payment provider may take additional time to post the refund.

 

Damaged, defective, or wrong items: If your order arrives damaged, defective, or incorrect, contact us within 30 days of delivery with your order number and clear photos or video of the issue. We will arrange a replacement or refund depending on the situation. In many cases, a return will not be required for damaged, defective, or incorrect items.

 

Cancellations: Orders can be cancelled for a full refund before they are dispatched, usually within 24 hours of ordering. Once an order has shipped, it falls under this return policy.

 

Non-refundable situations: Change-of-mind returns received after 30 days, used items, items not in original condition, or items damaged through misuse are not eligible for a refund.