Refund & Returns Policy

At LuxiPaws, we want you and your pets to be completely happy with your purchase. If something isn’t right, our returns and refund policy is designed to make things easy and fair for you.

1. Your Right to Cancel

You have the right to cancel your order for any reason within 14 days from the day you receive your goods.

To cancel, please contact us at contact@luxipaws.co.uk or call 0203 540 6255 within 14 days of receiving your order. You must notify us before sending any items back.

2. Returns Eligibility

To be eligible for a return:

• The item must be unused, unopened, and in its original packaging
• Returns must be requested within 14 days of delivery
• Certain items cannot be returned for hygiene reasons (such as pet food, treats, beds, or grooming products if opened)
• Sale or clearance items are not usually eligible for return unless they are faulty

If you are unsure, please contact us. Your satisfaction is important.

3. How to Return an Item

1. Contact us at contact@luxipaws.co.uk with your order number and reason for return
2. We will provide you with the correct return address depending on which warehouse your order was dispatched from. Please wait for our instructions and only send items to the return address we give you
3. Pack your item securely in the original packaging if possible
4. Send the item back within 14 days after you receive the return approval and instructions

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed back to your original payment method within 5 to 7 working days.

Shipping charges are non-refundable unless the item was faulty or sent in error.

If your refund seems late or missing, please check with your bank or payment provider before contacting us.

5. Exchanges

If you received a faulty or incorrect item, we are happy to exchange or replace it at no extra cost. Please email us as soon as possible so we can resolve it quickly.

6. Return Shipping Costs

You are responsible for the cost of return shipping unless the item is faulty or we made an error with your order.

For higher value items, we recommend using a tracked delivery service.

7. Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photos if possible. We will arrange a replacement, exchange, or full refund as appropriate.

8. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Email: contact@luxipaws.co.uk
Phone: 0203 540 6255

We are always here to help.

This policy does not affect your statutory rights.

Last updated: 19 July 2025