Refund policy

LuminaPaw Returns & Refund Policy

Last Updated: May 2026

Your satisfaction — and your pet’s happiness — is our top priority. If something isn’t right with your LuminaPaw order, we’re here to make it right.

Our Return Window

We accept returns within 30 days of the delivery date. To be eligible for a return, your request must be submitted within this period.

Eligible Items for Return

To qualify for a return, items must meet the following conditions:

• Unused and unwashed — the product must be in its original, unaltered condition

• Original packaging — items should be returned in their original packaging where possible

• No signs of wear, pet hair, or damage caused by use

We inspect all returned items upon receipt. Items that do not meet these conditions may be refused or subject to a partial refund at our discretion.

Non-Returnable Items

The following items are not eligible for return:

• Items that have been used, washed, or show signs of pet contact

• Water fountain filters and other hygiene-related consumable parts (once opened)

• Items marked as Final Sale or purchased during special clearance events

• Gift cards

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at support@luminapaw.com with:

• Your order number

• A clear description of the issue

• Photos showing the damage, defect, or incorrect item

We will assess the situation and work with you to find the best resolution.

Who Pays for Return Shipping?

• Damaged, defective, or incorrect items: LuminaPaw will cover return shipping costs

• Change of mind returns: The customer is responsible for return shipping costs. We recommend using a trackable shipping service, as LuminaPaw cannot be held responsible for returns lost in transit

How to Start a Return

1. Email us at support@luminapaw.com with your order number and reason for return

2. Our team will respond within 1–2 business days with return instructions

3. Pack your item securely and send it to the return address provided

4. Once received and inspected, we’ll process your refund

Please do not send items back without contacting us first — unrequested returns may not be processed.

Refund Process & Timeline

Once we receive your returned item and confirm it meets our return conditions, your refund will be processed within 5–7 business days to your original payment method.

• Credit/Debit Cards: 5–10 business days depending on your bank

• PayPal: 3–5 business days

• Shop Pay / Buy Now Pay Later: processed according to the platform’s own timelines

You will receive an email confirmation once your refund has been issued.

Exchanges

We’re happy to arrange an exchange for a different size or colour where stock is available. Contact us at support@luminapaw.com to check availability before starting a return.

Questions?

📧 support@luminapaw.com

We aim to respond within 1–2 business days.

Last Updated: May 2026