PetLumina Refund & Return Policy

30-Day Money-Back Guarantee

We want you to feel confident trying PetLumina.

Changed your mind? Decided it’s not right for you? No problem. You may request a return within 30 days of receiving your order for a refund.

To be eligible for a change-of-mind return:

• You must contact us within 30 days of delivery.
• The product must be returned in reasonable condition with all included components.
• You must provide your order number or proof of purchase.
• Please contact us before returning your order so we can provide the correct return instructions and address.
• For Complete Kit returns, all components included with your purchase, including the tracker, holder and included accessories, must be returned.

For change-of-mind returns, customers are responsible for return shipping costs.

Original shipping charges, if any, are non-refundable for change-of-mind returns.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us as soon as possible at petlumina.team@gmail.com with your order number and, where appropriate, photos or videos showing the issue.

Once the issue has been assessed, we will arrange an appropriate remedy, which may include a replacement, repair or refund, at no additional cost where required.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

Missing or Delayed Orders

If your order has not arrived within 20 business days after shipment, please contact us with your order number.

We will investigate the shipment with the carrier or fulfilment partner. If the parcel is confirmed as lost in transit, we will arrange a replacement or refund as appropriate.

Delivery estimates can occasionally be affected by carrier delays, customs processing, public holidays or other circumstances outside our control.

If tracking shows an order as delivered but you cannot locate it, please contact us so we can assist with investigating the delivery with the carrier. We may request additional information or documentation where reasonably necessary to investigate the claim.

Return Shipping

Please contact us before returning an item. We will provide the appropriate return instructions and return address.

For change-of-mind returns, the customer is responsible for return shipping costs.

If an item is faulty, damaged, incorrect, or otherwise covered by your rights under Australian Consumer Law, PetLumina will cover reasonable return shipping costs where required by law.

Returns sent without contacting us first may experience delays in processing.

Refund Processing

Once your returned item has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to your original payment method, generally within 5–10 business days of approval.

Your bank or payment provider may take additional time to display the refund in your account.

Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing it.

We aim to process orders quickly, so we cannot guarantee that an order can be cancelled or modified once fulfilment has begun.

If the order has already been dispatched, you may still be able to return it under our 30-Day Money-Back Guarantee after receiving it.

Lifetime Warranty

Eligible PetLumina products may also be covered by our Lifetime Warranty.

The Lifetime Warranty is separate from our 30-Day Money-Back Guarantee and your rights under Australian Consumer Law.

Please see our Lifetime Warranty Policy for full information regarding coverage, exclusions and how to make a claim.

Our Guarantees & Your Consumer Rights

Our 30-Day Money-Back Guarantee and any applicable Lifetime Warranty are provided in addition to your rights under Australian Consumer Law.

Australian customers may be entitled to a repair, replacement, refund or other remedy where goods fail to meet applicable consumer guarantees.

Our voluntary guarantees do not exclude, restrict or modify any rights or remedies available to you under Australian Consumer Law.

Contact Us

For returns, refunds or product support, please contact:

PetLumina
📧 petlumina.team@gmail.com