Returns, Exchanges and Store Credits
At Lux Pets, we want to ensure your shopping experience is smooth sailing! If for any reason you are not completely satisfied with your purchase, we are pleased to offer 14 day return, exchange or credit options.
Returns and exchanges
We offer product returns, exchanges or store credits within 14 days of purchase. Items returned after 14 days will not be eligible.
When returning goods for exchange or credit, it is important to call or email us first to discuss your concerns.
All postage costs associated with return goods are the responsibility of the purchaser.
To be entitled to a credit or exchange, the item must be returned to us at Lux Pets in its original condition and with the original packaging and tags. Proof of purchase must be provided.
We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit and therefore we advise you insure your parcel. Lux Pets will not be responsible for parcels lost or damaged in transit if you choose not to insure.
Once your parcel is received, we will inspect it and determine if it is eligible for return and/or exchange. Based on approval of your claim, Lux Pets will send you a replacement product or provide you with a credit code. Refunds and credits exclude delivery costs, which cannot be refunded.
Refunds will be considered for damaged or defective goods ,but not change of mind or because your pet chooses not to use the product. We do not refund if a item does not fit your pet. We are happy to size exchange ( Each item has sizing on each listing to ensure best fit for your pet). If alternative sizes are unavailable at time of exchange a credit note to the value of the item will be issued.