PetLumina Refund & Return Policy

30-Day Return Window (Defective, Damaged, or Incorrect Items)

We offer a 30-day return policy for items that arrive defective, damaged, or incorrect due to a fulfillment error.
This means you have 30 days after receiving your order to request a return if your product arrives faulty, damaged, or not as described.

To be eligible for a return:

- Your item must be unused, in the same condition that you received it, and in its original packaging.

- You must contact us first at petlumina.team@gmail.com to obtain return instructions and approval.

- A valid order number or proof of purchase must be provided.

Returns & Refunds Not Accepted For

We do not accept returns or refunds for:

- Change of mind or customer ordering the wrong item

- Orders that have already been correctly fulfilled and delivered

- Products showing signs of wear, use, or alteration

- Unauthorized returns sent without prior approval

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery with clear photos of the issue.
Once verified, we will arrange a replacement or refund at no additional cost to you.

Missing or Delayed Orders

If your order has not arrived within 20 business days of shipment, please contact us at petlumina.team@gmail.com with your order number.
We will investigate with our fulfillment partner and, if confirmed lost in transit, arrange a free replacement or full refund.

Most orders arrive much sooner than this window; however, delivery times can vary due to factors outside our control such as customs inspections, carrier delays, or high-volume shipping periods.
All shipments include full tracking and insurance coverage in the event of loss during transit.

Return Shipping

If your return is approved:

- We’ll provide detailed return instructions and the return address.

- Customers are responsible for return shipping costs unless the product is faulty, damaged, or incorrect due to our fulfillment partner’s error.

- Items returned without prior authorization will not be accepted.

Refund Processing

Once your return is received and inspected, we’ll notify you of the refund status.
If approved, your refund will be processed within 5–10 business days to your original payment method.
Please note it may take additional time for your bank or payment provider to post the refund.

Cancellations

Orders can be cancelled within 12 hours of purchase.
After this period, your order may already be processing and cannot be modified or cancelled.

Chargebacks & Disputes

PetLumina follows strict verification and tracking procedures.
Filing a false chargeback after confirmed delivery may result in permanent account bans or legal action under Shopify’s fraud protection system.

Contact

For all return, refund, or product support enquiries, please contact our team:
📧 petlumina.team@gmail.com