Return and refund policy

Last Updated: 25/02/2026

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. 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.

3. HOW TO INITIATE A RETURN

To request a return, please email: contact@luxepetseco.com

Include:

  • Your order number

  • Reason for return

  • Clear photos of the item and packaging

Returns must be approved before being sent back.
Unauthorized returns may not be accepted.

4. RETURN SHIPPING COSTS

Customers are responsible for return shipping costs unless:

  • The item arrived damaged

  • The wrong item was received

Original shipping fees (if any) are non-refundable.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery

  • Provide clear photo evidence

We will review and offer either:

  • A replacement at no additional cost, or

  • A full refund to your original payment method

Claims submitted after 7 days may not be eligible.

6. 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: 5–10 business days

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

7. NON-RETURNABLE ITEMS

The following items are not eligible for return:

  • Hygiene-sensitive products

  • Items marked as “Final Sale”

  • Gift cards

  • Used or damaged items not due to our error

8. ORDER CANCELLATIONS

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

9. 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.