Unopened, sealed products are eligible for return within 30 days, subject to a $5 restocking fee, non-refundable transaction fees, and customer-paid shipping. Defective items reported within seven days are eligible for a prepaid return label and a refund or replacement. For the full policy, visit the LuxeyPets refunds policy page.

Complete the refund & returns form, inputting your order number, reason for return and an image of the item/s. We will issue you a Return Authorization.  

In this case, we will make things right. Simply send us a photo of film of the damage within 7 days of receiving your order and we will arrange a refund or replacement as a priority. Contact us by completing this form.

Because you are arranging your own shipping, the package is your responsibility until it is signed for at our warehouse.

If it’s lost: You will need to file a claim with your chosen carrier (UPS, FedEx, etc.) to recover the value of the goods.

If it arrives damaged: If the item is damaged in transit back to us, it will fail our quality control inspection and we will be unable to issue a refund.
Pro-Tip: This is why we strongly recommend purchasing shipping insurance and keeping your tracking receipt until your refund has been fully processed.

We can usually initiate your refund within two business days of receiving your return. However, this process can take anywhere up to ten days depending on the specific case.