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Return & Refund Policy

Effective Date: 08/23/2025

1. Scope and Purpose

This Return and Refund Policy applies to all orders placed through LUXX Pet Products’ official website, luxxpetproducts.com (“Website”).

2. Contact Information

For assistance with returns or refunds, please contact Customer Service:

  • Email: support@luxxpetproducts.com
  • Phone: (302) 440-4635
  • Address: 254 Chapman Road, Suite 208, Newark, DE 19702, USA
  • Hours: Monday–Friday, 9:00 AM–6:00 PM EST

3. Return Eligibility

Customers in North America may cancel and return their purchase within 14 days of receipt, subject to the following requirements:

  • Condition: Item must be unused, undamaged, and in its original condition.

  • Packaging: Product must be returned in original packaging with all tags and labels intact.

  • Proof of Purchase: Receipt or order confirmation is required.

4. Return Process

4.1 Requesting a Return

  • Contact Customer Service within 14 days via email or phone.

  • Provide your order number and reason for return.

  • Upon approval, you will receive return instructions, an RMA number, and if applicable, a prepaid return label.

4.2 Preparing Your Return

  • Securely repackage the item with all accessories, manuals, and free gifts.

  • Include the return authorization form and supporting documents.

  • Affix the prepaid shipping label provided.

4.3 Shipping the Return

  • Ship the product within 7 days of receiving the authorization.

  • Use a trackable shipping method (UPS, USPS, FedEx, etc.).

5. Return Shipping Costs

Return shipping costs are covered by LUXX Pet Products.

6. Return & Refund Conditions

6.1 Change of Mind

  • Eligible if item is unused, undamaged, and in original packaging.

  • Refunds are subject to a 25% restocking fee.

6.2 Defective or Damaged Items

  • Report within 14 business days of receipt.

  • Provide photo or video evidence.

  • Customers may receive a replacement or full refund, including shipping.

6.3 Incorrect Product Received

  • Notify us immediately.

  • We will arrange return shipping and send the correct item.

6.4 Product Not Delivered

  • Contact us if delivery does not occur within the estimated timeframe.

  • If confirmed lost, we will issue a full refund or replacement.

6.5 Order Cancellation

  • Orders may be canceled for a full refund if not yet shipped.

  • If shipped, follow the return process once received.

7. Non-Returnable Items

Certain items are not eligible for return or refund, including:

  • Customized or personalized products

  • Perishable goods (e.g., food, flowers, magazines)

  • Intimate or sanitary items (e.g., underwear, swimwear, personal care items) unless unopened and unused

  • Gift cards and downloadable software

8. Refunds

8.1 Conditions

  • Refunds are processed after inspection of the returned item.

  • Customers will be notified by email regarding approval or rejection.

8.2 Processing

  • Refunds are issued to the original payment method.

  • Processing may take up to 14 days, depending on your financial institution.

8.3 Partial Refunds

  • May apply if items are not in original condition, missing parts, or returned late.

9. Exchanges

  • Exchanges are available for defective, damaged, or incorrect items.

  • Contact Customer Service to initiate.

  • LUXX Pet Products covers shipping for defective/incorrect items; customers bear costs for change-of-mind exchanges.

10. Timelines

  • Returns must be reported within 14 days of receipt.

  • Returns must be shipped 7 days after receiving authorization.

  • Refunds are processed within 14 days of receiving the returned product.

11. Legal Rights

This policy does not override any statutory rights available under applicable law.

12. Questions and Support

For further assistance:

LUXX Pet Products
254 Chapman Road, Suite 208, Newark, DE 19702, USA

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