Refund policy

Returns & Refunds

We want you to feel confident shopping with LuminexPet. If something isn’t right, please contact us and we’ll do our best to help.

14-Day Policy

You have 14 days after receiving your item to contact us regarding any issues with your order.

To initiate a request, please contact us at:

📧 support@luminexpet.com

Please note: Returns must always be requested first. Items sent back without prior approval will not be accepted.

 

Refunds & Satisfaction Guarantee

If you are not satisfied with your purchase, please contact us within 14 days of delivery.

Refunds due to dissatisfaction are handled on a case-by-case basis and may be issued as a partial refund or full refund at our discretion.

In many cases, returning the product is not required, as return shipping may be impractical or environmentally inefficient.

We reserve the right to refuse refund requests in cases of excessive, abusive, or suspicious behavior.

 

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged, defective, or incorrect, contact us immediately with a description and, if possible, clear photos.

We will arrange a replacement or full refund at no additional cost.

 

Exchanges

We do not offer direct exchanges.

If you wish to receive a different size or item, please place a new order once your original case has been resolved.

 

Non-Returnable Items

The following items are not eligible for return:

  • Gift cards

  • Sale or discounted items

  • Items damaged due to misuse, normal wear, or improper handling

Please contact us if you are unsure whether your item qualifies.

 

European Union – Right of Withdrawal (14 Days)

If your order is shipped to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the item, without providing a reason.

To exercise this right, you must notify us in writing within the 14-day period.

Please note:

  • The item must be unused and in original condition.

  • Return shipping costs may be the responsibility of the customer.

  • Refunds will be processed after evaluation of the request.

 

Refund Processing

If your refund is approved:

  • Refunds are issued to the original payment method

  • Processing time: up to 10 business days

  • Your bank or payment provider may take additional time to post the refund

If more than 15 business days have passed since approval, please contact us at support@luminexpet.com

 

Contact

For any return or refund questions, please contact us at:

📧 support@luminexpet.com