Return Policy

At Luna Pet Shop LLC, we work to provide quality products and ensure customer satisfaction. However, we understand that situations may arise where it is necessary to request a return or replacement.

1. Return Conditions

  • Factory defect or product damage: We only accept returns if the item shows manufacturing damage or defects.

  • Warranty: If the product includes a manufacturer’s warranty, we will apply the corresponding claim process according to the brand’s terms.

  • Required evidence: Before authorizing any return, the customer must send clear evidence of the defect (photos or videos) to our customer service email.

2. Procedure to Request a Return

  1. The customer must report the issue within 7 business days after receiving the product.

  2. Send an email to our team including:

    • Order number or proof of purchase.

    • Description of the issue.

    • Evidence (photos or videos of the defect).

  3. Our team will review the request and confirm whether the return is approved.

3. Resolution Options

Once the return is approved, the customer may choose between:

  • Replacement of the product with the same item or a similar one (subject to availability).

  • Store credit for future purchases.

Important: Refunds are not issued under any circumstances. All returns will only be compensated with store credit or product replacement.

4. Exclusions

Returns will not be accepted in the following cases:

  • Products without their original packaging or showing signs of improper use.

  • Hygiene items, food, or perishable products that have been opened or tampered with.

  • Damage caused by misuse or lack of proper care by the customer.

5. Shipping Costs

  • If the return is due to a defect or warranty claim, Luna Pet Shop LLC will cover the return and replacement shipping costs.

  • If the return does not meet our policies, the customer must cover the shipping expenses.

6. Resolution Timeframe

Once the request is received and the return is approved, the store credit or replacement process will be completed within 5 to 10 business days.