Refund policy

Returns & Refunds Policy

Last updated: November 2, 2026

At Petlumy, customer satisfaction is important to us. We want you to feel confident when shopping for your pets.

This policy explains our return procedures, refund conditions, exchanges, damaged products, and applicable consumer cancellation rights.

1. Returns

Return eligibility depends on the type of product purchased, the circumstances of your request, and applicable consumer protection laws.

Where voluntary returns are accepted, items should generally be returned:

In the same condition in which they were received.
Unused and undamaged, except for reasonable inspection where permitted by law.
With original tags and accessories, where supplied.
In their original packaging where reasonably possible, or as otherwise specified in our return instructions.

For returns under statutory cancellation rights, customers may inspect products as they would in a physical store. Any deduction for handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods will be limited to what applicable law permits.

These conditions do not restrict your rights concerning defective, damaged, incorrect, or nonconforming products.

Please contact our support team to confirm available return options and receive instructions before sending an item back.

Customer Support: petlumy1@gmail.com

2. How to Start a Return

To request a return, cancellation, or refund, please contact us at:

Email: petlumy1@gmail.com

Include the following information:

Your order number.
The name of the product.
The reason for your request, if applicable.
Photographs if the item is damaged, defective, or incorrect, where reasonably available.

Our customer support team will review your request and provide the appropriate instructions.

Important: Please do not send products to the address printed on the original shipping package or to our business contact address unless we specifically instruct you to do so.

Because Petlumy works with international suppliers and fulfillment partners, the authorized return address may differ from the original dispatch location.

Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for return shipping costs unless we expressly agree otherwise or applicable law requires a different arrangement.

If an item is defective, damaged, incorrect, or materially different from its description, Petlumy will provide the appropriate remedy and cover reasonable return costs where required by law.

We will provide the applicable return instructions before you ship your item.

3. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive a product that is damaged, defective, incorrect, or materially different from its description, contact us as soon as reasonably possible.

Email: petlumy1@gmail.com

Please include your order number and details of the issue.

Photographs may help us investigate your request more quickly.

Depending on the circumstances and applicable consumer protection laws, appropriate remedies may include:

Replacement of the affected product.
Repair, where appropriate.
A price reduction.
A full or partial refund.

We will work with you to identify an appropriate solution.

Your statutory rights relating to defective or nonconforming goods are not limited by this policy.

4. Exceptions and Non-Returnable Items

Certain products may be excluded from voluntary change-of-mind returns or from statutory cancellation rights where a legally recognized exception applies.

Depending on applicable law, examples may include:

Personalized or custom-made products.
Certain sealed hygiene products that have been unsealed after delivery, where a valid legal exception applies.
Other products expressly excluded under applicable consumer protection legislation.

Where relevant, product-specific restrictions will be disclosed before purchase.

If you are unsure whether your product qualifies for a return, please contact our support team.

Exceptions do not eliminate statutory rights concerning defective, damaged, incorrect, or misdescribed products.

5. Exchanges

If you would like to exchange a product, please contact us before returning it.

Email: petlumy1@gmail.com

Exchange availability depends on the product, available variants, inventory, and applicable consumer rights.

Our team will explain the available options and provide instructions where an exchange can be arranged.

If an exchange cannot be accommodated, you may still be entitled to another remedy under applicable law.

6. Returns and Cancellations in the European Union

If you are a consumer located in the European Union and purchase eligible goods online, you generally have the right to withdraw from your purchase within 14 calendar days after receiving the goods, without providing a reason, subject to applicable legal exceptions.

For orders containing multiple goods delivered separately, the applicable period generally begins when you receive the last item, as provided by law.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, notify us of your decision through a clear statement sent to:

petlumy1@gmail.com

You must communicate your decision before the applicable 14-day cancellation period expires.

After notifying us of your cancellation, you generally have another 14 calendar days to return the goods.

Refunds for Eligible EU Cancellations

For qualifying cancellations, we will refund:

The price paid for the returned goods.
The original standard delivery charges, where applicable.

Additional charges resulting from your choice of an express or premium delivery service beyond the least expensive standard delivery option are not required to be refunded.

Refunds will generally be issued within 14 days after we are informed of your decision to cancel.

However, where legally permitted, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Return shipping costs for change-of-mind cancellations are generally the customer's responsibility where this has been properly disclosed and applicable law permits.

Nothing in this policy restricts the statutory rights provided to consumers under applicable European Union law.

7. Returns and Cancellations in the United Kingdom

If you are a consumer located in the United Kingdom and purchase eligible goods online, you generally have the right to cancel your purchase within 14 calendar days after receiving the goods, subject to applicable legal exceptions.

You do not need to provide a reason for exercising an eligible statutory cancellation right.

How to Cancel

petlumy1@gmail.com

Please clearly state that you wish to cancel your purchase and include your order number.

You must notify us before the applicable cancellation period expires.

After notifying us, you generally have 14 calendar days to send the goods back.

Refunds for Eligible UK Cancellations

For qualifying cancellations, we will refund:

The price of the returned products.
The original standard delivery cost, where applicable.

Additional costs for premium or express delivery beyond the least expensive standard delivery option may be excluded.

Refunds will generally be issued within 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first, as permitted by applicable law.

Where return shipping costs are the customer's responsibility, this will be communicated in accordance with applicable requirements.

Your rights under relevant United Kingdom consumer protection laws remain unaffected.

8. Refunds

Once a return has been received and inspected, where inspection is applicable, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method, unless another arrangement is agreed or required by law.

Please note:

Your payment provider or bank may require additional time to process the refund.
Refund processing times may vary depending on your payment method.
Statutory refund deadlines take precedence over any general processing estimate.
Any permitted deductions will be explained where applicable.

If you have not received your refund within a reasonable period after confirmation, please contact us.

Email: petlumy1@gmail.com

We will investigate the status of your refund and assist you.