Refund policy

At LuxeyPets, we want to ensure you and your feline friends are satisfied with your purchase. If a product isn’t quite right, please review our return guidelines below.

1. The "Unopened" Rule
To maintain the highest hygiene standards for our community of pets, we only accept returns for items in their original, unopened, and sealed packaging.

Opened Cartons: Due to hygiene and restocking safety, we cannot accept returns once the carton has been opened.

Change of Mind: We do not accept "change of mind" returns on any product that has been opened or assembled.

2. Return Costs & Fees
To keep our prices competitive, we do not build "free return" costs into our retail pricing. Therefore, the following fees apply to all returns:

Restocking Fee:  A 2% fee is deducted from your refund to cover warehouse handling.

Transaction Fees: Merchant processing fees (e.g., credit card or shop fees), typically 2–3% of the purchase amount, are non-refundable as these are kept by the payment provider.

Shipping: Customers are responsible for arranging and paying for return shipping via their preferred carrier (UPS, FedEx, USPS, etc.).

3. How to Return Your Item
If your item is unopened and within 30 days of purchase, follow these steps:

Step 1: Get Authorization
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.  

"Why do I need authorization?"   We ask that you contact us first so we can verify your return eligibility and provide you with a unique Return Reference. This ensures our warehouse team is ready for your arrival and helps us process your refund as quickly as possible once the item is inspected. 

Step 2: Pack and Ship
You may use any carrier (UPS and FedEx are recommended for their tracking reliability). Please ensure the item is securely packed. We strongly recommend purchasing shipping insurance, as LuxeyPets is not responsible for items lost or damaged during return transit.

Step 3: Ship to Our Warehouse
Please address your package exactly as follows:

SHIPPING MANAGER
LUXEYPETS USA
5656 JOHN CANNON DR, SUITE 100
SALT LAKE CITY, UT 84116
PH: 703-301-2338

4. Assessment and Inspection
Once your return arrives at our Salt Lake City warehouse, it will undergo a quality control assessment.

Inspection: All items are inspected to ensure they are unused, and in their original packaging with all seals intact.

Discretion: Acceptance of a return for a refund remains at the sole discretion of LuxeyPets based on this quality check. If an item is found to be used or opened, it will not be eligible for a refund.

Timeline: Once approved, your refund (minus the fees mentioned above) will be processed to your original payment method within 10 business days.

Damaged or Defective Items?
If you receive a product with a manufacturing flaw (broken parts or faulty material) upon receipt, please contact us within 7 days of delivery. In these cases, we will provide a prepaid return label and offer a full refund or replacement at no cost to you.

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