Return and Exchange Policy

Lumerixy.com Return, Exchange, and Refund Policy
Dear Lumerixy users:
To protect your legal rights and interests when purchasing pet supplies and to provide you with peace of mind, we have established this Return, Exchange, and Refund Policy. The following details the return and exchange conditions, procedures, and refund details. If you have any questions, please contact us at service@mail.lumerixy.com . We will be happy to assist you.

I. Basic Return and Exchange Requirements
Applicable Time: You must submit a return or exchange request within 14 days of receiving the product (based on the date the courier signs for it). Late returns will not be accepted.​
Product Requirements: Products must be unused, undamaged, and in a resaleable condition. Specific requirements include:

Product packaging is intact (original packaging, tags, and labels must not be removed or lost);

Toys and apparel must be free of scratches, stains, or damage, and all accessories must be present (gifts and instructions must be returned).

Returns and exchanges are not accepted in the following circumstances:

Products cannot be resold due to misuse (e.g., pet chewing or damage);

Product packaging or labels are missing or damaged, and there is no proof that the product was sold on lumerixy.com.​
II. Return and Exchange Process

1. Submit a Request
You can initiate a return or exchange request in the following ways:

Email Request: Send an email to our official email address service@mail.lumerixy.com. Please include: order number, product name and model, reason for return or exchange, your name, contact information, and delivery address. Please also attach photos of the product's condition (e.g., packaging, defects, etc.) for quick review.

We will review your request within 1-2 business days. If approved, we will notify you by email regarding the next steps. (If unsuccessful, we will provide a detailed explanation.)​
2. Product Shipping

After approval, please ship the returned item to the designated return address (which also corresponds to the company address) within 14 days:

Return Address: Building 14, University Science and Technology Park (East District), West Third Ring Road, High-tech Industrial Development Zone, Zhengzhou City, Henan Province Room 13A

⚠️ Note:

Please include a note inside the package with your order number, name, and contact information to avoid product mismatches.

When shipping, we recommend using a courier with trackable logistics information (such as SF Express, ZTO Express, etc.) and retain the tracking number for easy tracking of the shipment.​
3. Confirmation of Receipt and Processing
After receiving the returned item, we will inspect the item within 3 business days to confirm whether it meets the return or exchange criteria.

If eligible, the exchange will be shipped directly (the tracking number will be provided via email after shipment); the return will proceed with the refund process.

If not eligible, we will inform you of the reason via email and ship the item back to you (return shipping costs are your responsibility).

III. Refund Details

1. Refund Application Requirements

A refund will only be initiated if the returned item meets the return or exchange criteria and we have confirmed receipt and inspection.

2. Refund Method and Receipt Time

Refund Method: By default, the refund will be made to the original payment method (if you paid by credit card, the refund will be made to the original credit card; if you paid by PayPal or Klarna, the refund will be made to the corresponding account). Changing the refund account is not supported. Refund Time:
Credit/Debit Card: Refunds typically take 7-15 business days to arrive (depending on your bank's processing speed).
PayPal and Klarna: Refunds typically take 3-5 business days to arrive.
If you haven't received your refund after this time, please contact us at service@mail.lumerixy.com with your order number and payment receipt. We will assist with tracking your progress.
3. Refund Amount
The refund amount will be the actual purchase price (excluding any exchange rate fluctuations after the order was placed, and any coupons used for redemption will not be refunded).

IV. Other Notes

If you request a return or exchange due to product quality issues (such as damage, leakage, or malfunction), in addition to the above process, you may attach photos of the defect when submitting your request. We will prioritize your review and process your request, and cover all return shipping costs.

If you encounter any issues during the return or exchange process (such as application review delays, shipping information errors, or undelivered refunds), please contact us at any time via our official email address service@mail.lumerixy.com . We will respond and assist you within 24 hours.

This policy applies only to products purchased on lumerixy.com. If you purchase Lumerixy products through other platforms or channels, the return and exchange policies of those platforms will apply.

We reserve the right to update this policy based on business adjustments. The updated policy will be posted on the "Service Policy" page of lumerixy.com, and the new policy will take effect immediately upon posting. We recommend that you review the latest policy before requesting a return or exchange. Thank you for your understanding and support of Lumerixy. We are committed to providing you and your furry friends with a better shopping experience!