Refund policy
Return & Refund Policy
At Pet Lua, we want you and your pet to be completely satisfied with your purchase. If you are not fully satisfied with your order, we are here to help.
1. Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return:
- The product must be unused and in the same condition in which you received it.
- The product should be in its original packaging, when applicable.
- You must provide your order number or other proof of purchase.
For hygiene, safety, and pet-well-being reasons, certain products may not be eligible for return after they have been opened or used.
Please contact us before sending any product back. We will provide the appropriate return instructions.
2. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it.
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.
To help us resolve the issue, please provide:
- Your order number;
- A description of the problem;
- Clear photos or videos showing the issue.
After reviewing your request, Pet Lua may offer a replacement or refund when the issue is confirmed to be our responsibility.
3. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If your refund is approved, the amount will be refunded to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
If you have not received your refund after the applicable processing period, please contact us at:
4. Return Shipping Costs
If a return is required because the product was defective, damaged, or incorrectly shipped, Pet Lua will cover the reasonable return shipping costs, where applicable.
For returns due to change of mind, incorrect product selection, or other reasons that are not the responsibility of Pet Lua, the customer may be responsible for the return shipping costs.
5. Exchanges
We may offer exchanges for defective, damaged, or incorrectly shipped products.
Please contact us before returning any item so that we can provide the correct instructions.
6. Non-Returnable Items
Certain products may not be eligible for return for reasons including hygiene, safety, or pet-well-being.
Products that have been opened or used may not be eligible for return where applicable.
Any specific restrictions will be communicated when necessary.
7. How to Request a Return
To request a return or refund, please contact us at:
Please include:
- Your order number;
- The product name;
- The reason for the return;
- Photos or videos, when applicable.
Please do not send any product back without contacting us first and receiving return instructions.
8. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before the order has been processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible.
9. Contact Us
Pet Lua
Email: support@petluashop.com
We are always happy to help and will do our best to resolve any issue related to your order.