Refund policy
At LurePets, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition that you received it.
- The item must be in its original packaging.
- Proof of purchase (order number or receipt) is required.
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Downloadable digital products
- Personalized or custom-made items
- Perishable goods
- Items marked as final sale
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If your return is approved, your refund will be issued to your original payment method. Depending on your payment provider, it may take 5–10 business days for the refund to appear in your account.
Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. Include your order number and clear photos of the issue so we can resolve it as quickly as possible.
Exchanges
We replace items only if they are defective, damaged, or if you received the wrong product. If you need an exchange, please contact us before returning the item.
Return Shipping
Unless the item is defective, damaged, or sent in error, customers are responsible for return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Order Cancellations
Orders may be canceled before they have been processed or shipped. Once an order has been shipped, it cannot be canceled and must follow the return process outlined above.