30-DAY MONEY-BACK GUARANTEE
We stand behind every Luvexary product. If you are not satisfied with your purchase, you have 30 days from the date of delivery to request a return for a full refund.
To start a return, contact us at info@luvexary.com with:
The reason for the return.
A photo of the item if it is damaged or defective.
Returns sent without prior authorization will not be accepted.
Once your return request is approved, we will send you return instructions and a prepaid return shipping label by email.
We cover the cost of return shipping for all approved returns within 30 days of delivery. Customers will not pay return shipping for eligible returns.
To qualify for a refund, returned items must be:
Clean and free of pet hair, saliva, or odor.
In resellable condition. Light wear from normal use is acceptable.
Returned in their original packaging when possible.
Accompanied by the prepaid return label we provide.
The following items are non-returnable and non-refundable:
Items returned in unsanitary condition, including those heavily soiled, with pet hair residue, saliva, or odor that prevents resale.
Items damaged by misuse or pet aggression beyond normal use.
Items returned without prior authorization.
Items returned after the 30-day window.
Items returned without their original packaging.
Custom or personalized items.
Items marked as Final Sale.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at info@luvexary.com with photos or video evidence.
For damaged, defective, or incorrect items, we will offer at our discretion:
A free replacement. You keep the original and no return is required.
We do not offer direct exchanges. To receive a different variant or product, please initiate a return on the original item and place a new order.
Once your returned item is received and inspected, we will notify you by email of the approval or denial of your refund.
If approved, refunds are processed to the original payment method within 5 to 10 business days. Processing times may vary depending on your payment provider.
If you have not received your refund after 15 business days from approval, please contact us at info@luvexary.com.
Original shipping costs, where applicable, are non-refundable. Return shipping costs are covered by us for approved returns.
You may cancel your order within 12 hours of placing it for a full refund. After 12 hours, the order may have entered processing and cancellation may not be possible.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
If your order is shipped within the European Union, you have the right to cancel or return your order within 14 calendar days without providing a reason. Returned items must be unused, in original condition, in original packaging, and accompanied by proof of purchase. Return shipping costs remain covered by us for approved returns.
For all return and refund inquiries, please contact:
Address: Calle Efraín López Sánchez 1400, Torreón, COAH, 27023, Mexico
