Warranty Information
 Effective as of March, 2026

At Luminous Pet, we are dedicated to offering high-quality pet products and friendly, dependable service. Your satisfaction is important to us, and we stand behind the quality of the items we sell. This Warranty Policy outlines your rights and what to expect from us if something goes wrong with your purchase.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
 You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
 You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the issue is not considered a major failure.

Warranty Coverage

This warranty covers defects in materials and workmanship under normal use for 28 days from the date of delivery. It applies only to the original quality and is non-transferable.

What Is Covered

  • Manufacturing defects in product construction

  • Material faults (e.g. stitching issues, faulty zippers or seams)

  • Mechanical or functional issues with accessories or pet devices

What Is Not Covered

  • Normal wear and tear (e.g. scratches, chewing, fur buildup)

  • Damage from improper use, neglect, or accidents

  • Changes in the appearance of materials due to age or environmental exposure

  • Damage caused by pets that exceeds standard usage expectations

  • Modifications or unauthorised repairs

  • Commercial or kennel use of items intended for personal use

How to Make a Warranty Claim

If you believe your item is faulty and eligible for a warranty claim, please follow these steps:

  1. Contact Us Promptly
     Notify our team within 28 days from the date of delivery. 
  2.  Email us at: sales@luminouspet.com.au or use our Contact Us page.

  3. Provide the Following Details:
    1. Your full name and contact info
    1. Order number and purchase date
    1. Clear description of the issue

    1. Photos or videos showing the problem

  4. Assessment Process:
     We’ll review the claim and may request further details or inspect the item.

  5. Resolution:
     If the issue is covered under warranty, we will (at our discretion):
    1. Arrange for a repair
    1. Send a replacement item

    1. Offer a refund
       We will also cover any reasonable freight or return costs associated with the claim.

Important Notes

  • Care Instructions: Always follow the product care guide provided to maintain warranty eligibility.

  • Third-Party Repairs: Any unauthorised repairs may void your warranty. Please contact us before arranging repairs.

  • Change of Mind: Warranty does not apply to returns based on change of mind. Please see our Return Policy for more information.

Questions?

We’re here to help you and your furry friends. If you have questions about your warranty or need assistance, reach out to our Customer Care Team through our Contact Us page.

Luminous Pet reserves the right to update this Warranty Policy at any time. Any changes will be posted on our website.