Refund policy

At LunaaPaw, we are committed to delivering premium products and an exceptional shopping experience. If you are not completely satisfied with your purchase, we're here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include all accessories, manuals, and any complimentary items.
  • Be accompanied by proof of purchase.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Used pet products.
  • Personalized or custom-made items.
  • Gift cards.
  • Clearance or final sale items.
  • Perishable products, treats, or supplements.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photos of the product and packaging.

Once verified, we will provide a replacement or a full refund at no additional cost.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Exchanges

We currently replace items only if they are defective, damaged, or incorrectly shipped.

Return Shipping

If the return is due to a damaged, defective, or incorrect item, LunaaPaw will cover the return shipping costs.

For all other eligible returns, customers are responsible for the return shipping expenses unless otherwise stated.

Order Cancellations

Orders may be cancelled within 12 hours of purchase. Once an order has entered processing or has been shipped, it can no longer be cancelled.

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