What’s Covered
- We stand behind the quality of our products. If an item arrives damaged, defective, or not as described, you may request a replacement, or a refund.
- Please report any such issues within 7 days of receiving your order. Contact us with your order number, photos, and a brief description of the issue.
Return / Exchange Eligibility
- To be eligible for a return or exchange, items must be unused, in original condition, and with original packaging and tags (if applicable).
- For hygiene reasons, certain items (e.g. pet food, bedding, litter boxes after use) may not be eligible for return. We reserve the right to decline returns if items show signs of use or wear.
Return / Exchange Process
- Contact us at returns@lunapetsupply.com within 7 days of delivery.
- Provide your order number, reason for return, and photos (if damaged or defective).
- Once approved, we’ll provide return instructions. The customer is responsible for return shipping (unless the item was defective / damaged on arrival).
- Once we receive the return and confirm its condition, we’ll issue a refund or replacement. Refunds are processed within [e.g. 7 business days] after we receive and inspect the return.
Refunds & Replacements
- Refunds will be issued in the original form of payment (credit card, PayPal, etc.).
- If you prefer a replacement, we’ll ship the new item at no extra cost (only for defective items / errors on our part).
- We may — at our discretion — offer store credit instead of a refund.
Warranty Limitations
- Our warranty does not cover damage caused by misuse, accidents, neglect, or normal wear and tear.
- Any modifications or repairs performed by third parties will void the warranty.
Contact Us
If you have any questions about returns, exchanges, or warranty claims, please reach out to us at returns@lunapetsupply.com. We’re dedicated to making things right — because we care about you and your pet.