Refund policy
📦 LumaPet Returns & Refunds
We want every pet parent to be happy with their purchase. If something goes wrong, here’s how we can help:
❓ Can I cancel my order?
Yes — if it hasn’t been fulfilled yet.
Once shipped, cancellations are no longer possible.
📅 How long do I have to return?
You have 30 days from delivery to request a return.
🚚 Who pays for return shipping?
Customers cover the cost of return shipping. We don’t provide prepaid return labels.
Return Address:
444 Alaska Avenue, Suite #LD973
Torrance, CA 90503, USA
💰 Refunds & Restocking Fees
Full refunds are issued once your return arrives at our warehouse.
- Restocking Fee (orders < $100): flat $15
- Restocking Fee (orders ≥ $100): 15% of order total
Examples:
- If your order total was $80, your refund will be $65 ($80 – $15 fee).
- If your order total was $150, your refund will be $127.50 ($150 – 15% fee).
No refunds if the return is:
- Damaged or incomplete
- Stuck at customs
- Lost in transit
Yes — we’ll resend your order for free if:
- Your item arrives damaged
- You receive the wrong item
- Your package is lost in transit
- Your order is returned to sender (not your fault)
- Keep your proof of return shipment until your refund is confirmed.
- We may ask for clear photos of damaged/incorrect items to speed up replacements.