Refund policy

You can contact us for any return question at hello@luluxepet.com

 

Exchanges / Change of Mind
Please select your products and sizes carefully using the size measurement charts and product descriptions, as we do not offer exchanges or refunds for change-of-mind, incorrect sizes, or personal preferences after an order has been placed.

If your item is faulty, damaged, or not as described, please refer to our ‘Refunds / Faulty or Damaged Items’ policy for information on how to receive a remedy.

 

Refunds / Faulty or Damaged Items
Please inspect your order upon receiving it and contact us as soon as possible with photos if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and resolve the issue promptly. If your item arrives faulty or damaged, you are entitled to a remedy (repair, replacement, or refund) depending on the issue. If repair or replacement is not suitable or available, a refund will be provided.

Returns of faulty or damaged products must be made within a reasonable timeframe depending on the nature of the product and when the fault becomes apparent, and in line with our ‘Returns Process’ policy.

We will notify you once we’ve received and inspected your return and confirmed the fault. If confirmed faulty or damaged, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we processed your refund, please contact us at hello@luluxepet.com

 

Returns Process
To start a return, you can contact us at hello@luluxepet.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, unless the item is faulty or damaged on arrival, provided its condition allows us to assess the fault.

You’ll also need the receipt or proof of purchase.

 

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Normal wear and tear of an item is also excluded from our Returns & Refunds policy. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards or sale items, unless the item is faulty, damaged, or not as described.

 

European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.