Return and refund conditions

Returns & Refunds Policy

At Lumo Pets, we aim to provide a clear and fair returns process. This policy outlines when returns are accepted, how refunds are handled, and what conditions apply.

Return Eligibility Period

Customers may request a return within 14 days of receiving their order.
To begin the return process, you must contact us within this timeframe via email at info@lumopetco.com.

Accepted Return Reasons

Damaged or Faulty Items

If an item arrives damaged or defective, please contact us with clear photographic evidence. Once verified, we will arrange a replacement at no additional cost to you.

Change of Mind

If you decide you no longer want the product, you may return it for a full refund once the item has been received and approved. Refunds are issued to the original payment method.

Incorrect Order Selection

If an incorrect item was ordered and an exchange is requested, the return shipping costs are the responsibility of the customer.

Return Requirements

Shipping Method

All returns must be sent using a trackable and reliable shipping service.
Return shipping fees are paid by the customer unless the item is faulty or incorrect.

Return Address

After your return request is approved, we will provide the appropriate return address and instructions.

Customs & Import Charges

Any import VAT, customs duties, or related fees incurred during the return process remain the responsibility of the customer.

Item Condition

Returned products must be unused, undamaged, and in their original condition. Items will be inspected upon arrival before a refund is approved.

Return Authorization

Returns must be approved before shipping.
Items sent back without prior authorization will not be accepted.

Damaged or Incorrect Deliveries

Please inspect your order immediately after delivery.
If you receive an item that is damaged, defective, or incorrect, contact us as soon as possible so we can resolve the issue efficiently.

Exchanges

Exchanges are only available for items that are:

Damaged

Defective

Incorrect

Incorrect size

To request an exchange, please email info@lumopetco.com.

Fees

Lumo Pets does not charge any restocking fees.

Refund Processing

Once your return has been received and inspected, you will be notified by email of the approval or rejection of your refund.

Approved refunds are issued to the original payment method.

Processing typically takes 5–7 business days.

Missing or Delayed Refunds

If your refund has not appeared:

Check your bank account again

Contact your credit card provider or bank (processing times may vary)

If the issue continues, please contact us at info@lumopetco.com