Return & Refund Policy

Last Updated: July 2026

At Lumepet, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review the policy below.

1. Return Eligibility

We accept return requests within 30 days of delivery.

To be eligible for a return, items must:

  • Be unused and in their original condition

  • Be returned in the original packaging whenever possible

  • Not show signs of misuse, damage, or excessive wear

To initiate a return, please contact us at hello@getlumepet.com with your order number and a brief description of the issue.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos showing the product and packaging

If approved, we may offer a replacement, store credit, or full refund at no additional cost.

3. Change of Mind Returns

If you wish to return an item for reasons unrelated to damage, defects, or shipping errors, you may request a return within 30 days of delivery.

Customers may be responsible for return shipping costs unless otherwise required by applicable law.

Original shipping charges are non-refundable.

4. Non-Returnable Items

The following items cannot be returned:

  • Gift cards

  • Downloadable digital products

  • Items marked as final sale

  • Products damaged through misuse, neglect, or improper handling

5. Refund Process

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund request.

If approved, refunds will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear on your statement, depending on your payment provider.

6. Order Cancellations

Orders may be canceled before they have been processed or shipped.

If your order has already been shipped, it cannot be canceled and must instead follow the return process outlined in this policy.

To request a cancellation, contact us as soon as possible at hello@getlumepet.com.

7. Lost Packages

If your package appears to be lost in transit, please contact us and we will work with the shipping carrier to investigate the issue.

Replacement or refund decisions will be made based on the results of the carrier investigation and the circumstances of the shipment.

8. Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or payment provider.

Our support team will make every reasonable effort to resolve any issue quickly and fairly.

9. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Lumepet Customer Support

Email: hello@getlumepet.com

Website: getlumepet.com