Refund policy

We at ShopLumaWorld, we strive to provide high-quality pet products, but due to the nature of pet supplies (hygiene, safety, and third-party fulfillment), we have a strict return policy. All sales are subject to the terms below.

products ship directly from verified suppliers. Returns are processed through them, and we reserve the right to deny requests that do not meet these conditions.

1. Return Eligibility and Timeframe

  • Returns must be requested within 14 calendar days of the delivery date
  • Items must be unused, in original unopened packaging, with all tags, labels, and protective materials intact.
  • Non-returnable items (strictly no exceptions):
    • Opened or used pet food, treats, supplements, medications, or consumables.
    • Grooming tools, brushes, toys, beds, or accessories that have contacted a pet (hygiene/safety reasons).
    • Personalized, custom-engraved, or special-order items.
    • Items marked "Final Sale," "Non-Returnable," or "As-Is" on the product page.
    • Perishable or sealed hygiene products.
  • Returns are accepted only for:
    • Defective, damaged, or incorrect items upon arrival (proof required: photos).
    • Change of mind (limited discretion; we may approve on a case-by-case basis, but not guaranteed).

2. How to Initiate a Return

  1. Email us at lumaworldshop@gmail.com within the 14-day window.
  2. Include: Order number, clear photos of the item/packaging/damage, and detailed reason.
  3. We will review and respond within 2-3 business days. If approved, we provide a Return Merchandise Authorization (RMA) number and return address (supplier warehouse, usually US-based).
  4. Ship the item back using a trackable carrier (e.g., USPS/UPS) at your expense—unless the return is due to our error (defect/wrong item).
  5. We do not accept returns without prior approval/RMA—unauthorized shipments may be refused or discarded.

3. Refund Details

  • Approved defective/damaged/wrong item returns: Full refund (original payment method) + we cover return shipping (proof of cost required).
  • Approved change-of-mind returns (if we accept): Refund minus original shipping fees, any restocking fee (up to 15-20%), and customer-paid return shipping. Issued as store credit only (no cash refund).
  • Refunds processed within 5-10 business days after we receive, inspect, and approve the return (supplier inspection time applies).
  • Original shipping fees, taxes, and duties are non-refundable in all cases.
  • Refunds go to the original payment method (processing via Stripe/PayPal—may take 5-10 additional days to appear).
  • We do not refund for buyer's remorse without meeting strict conditions.

4. Exchanges

  • Exchanges offered only for defects or our errors (subject to stock availability).
  • Follow return process—approved exchanges ship at no extra cost to you.

5. Cancellations

  • Orders may be canceled only before shipping confirmation (contact us immediately).
  • Once shipped, no cancellations—use the return process.

6. Damaged, Lost, or Missing Items

  • Report within 7 days of delivery (or estimated date) with photos and details.
  • We coordinate with supplier/carrier—most resolved with refund or replacement (no guarantee of free reship if not our fault).

7. Contact Us

Questions? Email lumaworldshop@gmail.com. Responses within 24-48 hours (Monday-Friday EST).

This policy may update—check for changes. Placing an order constitutes acceptance of these terms.

Why this is strict:

  • 14-day window 
  • Customer pays return shipping (reduces frivolous returns; industry standard for change-of-mind).
  • Store credit only for non-faulty returns 
  • Broad non-returnable list (essential for pet hygiene items to prevent resale issues).