Return Policy

At Luminous Pet, we care deeply about you and your furry companions. If you’re not completely satisfied with your purchase, we’re here to make things right.

Standard Return Policy

You have 30 days from the date of delivery to return an item, provided the following conditions are met:

Original Condition & Packaging: Items must be returned in their original, unused condition with all packaging and accessories included. This helps us ensure that the product can be safely resold. Returns missing parts or with damaged packaging may incur a restocking fee, assessed case-by-case.

Unused Items Only: For hygiene and safety reasons, we cannot accept returns of items that have been used, assembled, or modified.

Return Shipping Costs: Customers are responsible for covering return shipping costs. We strongly recommend using a trackable shipping method to avoid loss during transit.

Refund Process

Inspection: Once your return is received, we’ll inspect the item to ensure it meets the required conditions.

Processing Time: Refunds will be issued to your original payment method within 5–7 business days after inspection.

Non-Refundable Charges: Original delivery fees (if applicable), return shipping costs, and any handling surcharges are not refundable.

How to Initiate a Return

Prepare Your Item: Repack the item securely in its original box and materials to prevent any damage in transit.

Ship It Back: Send your return to the address provided by our team. Be sure to use a trackable courier.

Additional Notes

Damaged or Faulty Items: If your item arrives damaged or defective, please contact us as soon as possible so we can organise a replacement or refund.

Exceptions: Some items—including custom orders, clearance items, and returns that don’t meet our condition requirements—are non-returnable.

Need Help?

If you have any questions or need help with your return, our friendly team is just a message away.

Effective as of June 2025