Refund policy

At Lua’s Pet Shop, we want both you and your pet to be thrilled with your purchase. If something isn’t right, we’ll do our best to fix it. Please review our policy below before making a return.


1. Returns
We accept returns for most unused, unopened items within 14 days of delivery. To start a return, please contact us at luaspetshop@gmail.com with your order number and the reason for the return. Once approved, we’ll provide instructions for sending the item back.

Please note:
  • Returned items must be in their original packaging and condition.
  • You are responsible for return shipping costs unless the item arrived damaged or we sent the wrong product.
  • We recommend using a trackable shipping method — we can’t be responsible for lost return packages.

2. Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or refunded:

  • Opened pet food, treats, or supplements
  • Grooming products that have been used or opened
  • Personalized or custom-made items
  • Gift cards
If you’re unsure whether an item qualifies, contact us before sending it back.


3. Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong product, please contact us within 7 days of delivery. Send a photo of the item and packaging so we can assess the issue quickly. We’ll either replace the item or issue a full refund — your choice.


4. Refunds
Once we receive and inspect your return, we’ll notify you by email. If approved, a refund will be processed to your original payment method within 5–10 business days, depending on your bank or card provider.
Shipping costs are non-refundable unless the return is due to our error.