Return and refund policy

Last Updated: 06/07/2026

At LuxePetsEco, we want you to shop with confidence. Please review our return policy carefully before making a purchase.

1. RETURN WINDOW

You may request a return within 30 days of confirmed delivery.

Return requests submitted after 30 days will not be eligible for approval.

2. EUROPEAN UNION, UNITED KINGDOM, AND SWITZERLAND 14-DAY COOLING-OFF PERIOD

Notwithstanding the above, if merchandise is being shipped into the European Union, United Kingdom, or Switzerland, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. The item must be returned in the same condition that you received it: unworn or unused, with tags, and in its original packaging.

3. ELIGIBILITY REQUIREMENTS

To qualify for a return:

The item must be unused
In its original packaging
In the same condition as received
Free of pet hair, damage, odors, or signs of use

We reserve the right to deny returns that do not meet these conditions.

4. HOW TO INITIATE A RETURN

To request a return, please email our support team at contact@luxepetseco.com with your order number, reason for the return, and clear photos of the item's condition.

Once your return is authorized, our team will provide you with a specific return authorization number and a prepaid shipping label with detailed instructions on where to send your package.

Please note: Items sent back to us without first requesting a return will not be accepted. Do not mail return packages to our corporate registration address; all returns must be sent to the designated fulfillment center address provided in your return authorization email.

5. RETURN SHIPPING COSTS

We stand behind our products completely. LuxePets Eco provides 100% Free Returns for all customers across our active markets (United States, United Kingdom, Canada, Australia, and Switzerland). You will never be responsible for paying international or domestic return shipping fees, and no deductions will ever be made from your final refund amount for shipping costs.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect, please notify us immediately at contact@luxepetseco.com with clear photo evidence so we can fast-track your replacement or refund. To ensure a seamless resolution with the carrier, we kindly ask that these claims are reported as soon as possible after delivery confirmation.

7. REFUND PROCESS

Once the returned item is received and inspected, we will notify you of approval status.

If approved:

Refunds are issued to the original payment method
Processing time: 10 business days

Please note: Your financial institution may require additional time to post the refund.

8. NON-RETURNABLE ITEMS

The following items are not eligible for return:

Hygiene-sensitive products (such as unsealed pet grooming items or wellness products)
Items marked as “Final Sale”
Gift cards
Used or damaged items not due to our error

9. ORDER CANCELLATIONS

Orders may only be canceled within 12 hours of purchase.
Once an order has been processed or shipped, it cannot be canceled.

10. CHARGEBACKS & DISPUTES

We encourage customers to contact us directly before initiating a payment dispute.

Filing a chargeback without contacting us may delay resolution, as we provide order confirmation, tracking information, and delivery confirmation to the payment provider as part of our dispute response process.

We are committed to resolving issues quickly and fairly.