Returns and Exchanges Policy
Return and Exchange Period
You may request a return or exchange within 30 days from the date of purchase. After this period, we are unfortunately unable to offer a refund or product exchange.
Conditions for Returns or Exchanges
To be eligible, the item must be unused, in its original condition, and returned in the original packaging. A receipt or proof of purchase is required to process any return or exchange.
Refund Approvals
Once we receive and inspect your returned item, we will notify you via email to confirm receipt and inform you of the approval or rejection of your refund.
If approved, the refund will be processed to your original payment method. Processing time may vary depending on your financial institution.
Delayed or Missing Refunds
If you have not received a refund, we recommend taking the following steps:
- Check your bank account again
- Contact your credit card provider — posting delays are common
- Contact your bank — internal processing times may apply
If all steps above have been completed and your refund is still missing, please contact us directly at:
info@lumopaws.com
Exchanges for Damaged or Defective Items
We only offer exchanges for items that arrive damaged or defective. To request an exchange for the same product, please email us at info@lumopaws.com with your order number and photos (if applicable).
Return Shipping Guidelines
To initiate a return or exchange, email us first at info@lumopaws.com to receive return instructions and the correct return address.
Customers are responsible for covering the return shipping costs. These shipping costs are non-refundable.
The time required for your exchanged product to reach you may vary depending on your location.
For items valued over £100, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the successful return of items that are untracked.