At Pets Lu, we want you and your furry friends to be happy with your purchase. If you are not completely satisfied with your order, we are here to help.
Our Refund Policy allows you to request a return within 30 days of receiving your order, subject to the conditions outlined below.
1. Return Window
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused and in the same condition that you received it.
- Be in its original packaging, where applicable.
- Include proof of purchase, such as an order confirmation or receipt.
Items that do not meet these requirements may not qualify for a return, subject to applicable consumer protection laws.
2. How to Request a Return
To start a return, please contact our customer support team at [email protected] with the following information:
- Your order number.
- The name or description of the item you wish to return.
- The reason for your return.
- Photos of the item, if it is damaged, defective, or incorrect.
Our team will review your request and provide instructions for the return process.
Please do not send items back before receiving return instructions from our team.
3. Refund Eligibility
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow approximately 5–10 business days after refund approval for the refund to appear in your account. Processing times may vary depending on your bank, card issuer, or payment provider.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Include your order number and clear photos or videos showing the issue.
After reviewing your request, we will work with you to find an appropriate solution, which may include a replacement, refund, or another remedy as required by applicable law.
We want to make things right and ensure you have a positive experience with Pets Lu.
5. Return Shipping Costs
For returns due to a change of mind, an incorrect selection, or personal preference, the customer is responsible for return shipping costs unless otherwise stated or required by applicable law.
If an item is confirmed to be damaged, defective, or incorrectly shipped due to our error, Pets Lu will provide appropriate assistance with return shipping or another suitable resolution, as required by applicable law.
Original shipping charges, if any, may be non-refundable for change-of-mind returns, except where otherwise required by law.
6. Non-Returnable Items
Certain items may not be eligible for return, including:
- Items that have been used, damaged, or altered after delivery for reasons not attributable to a product defect.
- Items returned without prior authorization, where authorization is reasonably required under our return process.
- Gift cards and other products that are legally non-returnable.
These exclusions do not limit any rights you may have under applicable consumer protection laws, including rights relating to defective or misdescribed products.
7. Exchanges
If you would like to exchange an item, please contact our customer support team.
Exchanges are subject to product availability. If an exchange is unavailable, we may offer a refund or another appropriate solution.
8. Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We cannot guarantee cancellation once an order has been processed, shipped, or handed over to a fulfillment provider.
If your order has already shipped, you may need to follow the return process described in this policy.
Any cancellation or refund rights provided by applicable law will continue to apply.
9. Late or Missing Refunds
If you have not received your approved refund:
- Check your bank account or payment provider.
- Contact your credit card company, as processing may take additional time.
- Contact your bank for further information.
- If you still have not received your refund, contact us at [email protected].
We will do our best to help you resolve the issue.
10. Our Commitment to Customers
At Pets Lu, customer satisfaction matters to us. We aim to make every purchase simple, transparent, and worry-free.
If you have questions about returns, refunds, or exchanges, please contact our support team. We will review your request fairly and in accordance with this policy and applicable law.
11. Contact Us
For questions about this Refund Policy or to request a return, please contact us:
Brand: Pets Lu
Website: https://petslu.com
Email: [email protected]
Return Period: 30 days from the date of delivery
Thank you for choosing Pets Lu.
Pets Lu — Better Gear, Happier Walks.