Warranty Policy

Lumerixy.com Pet Product Warranty Policy
Dear Lumerixy users:
To ensure you and your pets enjoy long-term peace of mind with our pet products, we offer a one-year warranty for eligible products. The following details the warranty coverage, warranty process, and related precautions. If you have any questions, please contact our official email at service@mail.lumerixy.com. We will do our best to resolve any issues.

I. Basic Warranty Information

Warranty Period: Eligible products are eligible for free warranty service within one year from the date of receipt (based on the delivery receipt date). For products beyond the one-year warranty period, repair costs and shipping fees will be borne by the customer (please contact customer service for specific costs).​
Applicable Products: This warranty applies only to repairable pet products purchased on lumerixy.com, including (but not limited to): ​
Pet travel products (such as pet strollers, portable pet cages, etc., for functional issues not caused by wear and tear). ​
Inapplicable Products: The following products are not covered by this warranty and require separate product descriptions: ​
Disposable pet products (such as pet pee pads, disinfectant wipes, disposable food bowls, etc.); ​
Pet consumables (such as pet food, snacks, toiletries, etc., which are not covered by this warranty after opening); ​
Pet toys (damage caused by pet chewing or gnawing is considered normal wear and tear and is not covered by this warranty); ​
II. Warranty Coverage

Warranty claims are only available for the following product quality issues or malfunctions not caused by human error:

Product quality defects;

Functional malfunctions during normal use ;

Missing or damaged product accessories (e.g., a pet cage with missing screws, an electric appliance charger that doesn't charge properly, etc.; feedback must be provided within 7 days of receipt). The following situations are not covered by the warranty and will not provide warranty service:

Damage caused by improper use (such as dropping, impacting, soaking in water, or disassembling the product);

Damage caused by pets biting, scratching, or gnawing (such as damage to the fabric of a stroller or the surface of a pet bed);

Damage caused by environmental factors (such as material aging due to prolonged exposure to sunlight or rusting of metal fittings due to humidity);

Failure to use and maintain the product correctly according to the product manual (such as overheating when using a pet hair dryer with close attention to the same area for a long time);

No valid proof of purchase (such as an inability to provide an order number or to prove the product was sold on lumerixy.com).​
III. Warranty Application Process
1. Submitting a Warranty Application
If you find that your product qualifies for warranty service, you must submit a claim within the warranty period by the following methods:
Send an email to service@mail.lumerixy.com. The email must include:
① Order number (available in the order confirmation email or under "My Orders" in your lumerixy.com account);
② Product name, model, and purchase date;
③ Detailed description of the problem ;
④ Clear photos or videos of the product in question (must clearly demonstrate the problem, such as the location of the problem and the overall condition of the product);
⑤ Your name, contact information, and shipping address (for subsequent return of the repaired or replaced product).​
2. Review and Feedback
After receiving your warranty claim, we will review it within 1-2 business days and provide feedback based on the severity of the product issue.

If the warranty claim is eligible, we will email you with the follow-up plan (repair or replacement, depending on the severity of the issue and inventory availability) and provide a return address.

If the warranty claim is not eligible, we will email you a detailed explanation of the issue and offer a paid repair plan based on your needs (if any fees are involved, the specific amount will be provided in advance).

3. Returning the Product (If Repair Required)

If you need to return the product for repair, you must ship it to the designated address (which should be the same as your company address and return address) within 3 days of receiving the approval email:

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

When returning your product, please include the product and related accessories (such as the charger and manual) to avoid delays in repair.

For warranty issues resulting from quality issues, we will cover the shipping costs for returning the product. (You can provide proof of shipping costs after the repair is completed, and we will reimburse you for the shipping costs upon approval.)​
4. Warranty Processing and Returns
Repair Processing: Upon receipt of the returned product, we will complete the repair within 5-7 business days (complex issues may require up to 10 business days, and we will notify you in advance).
Replacement Processing: If the product cannot be repaired or the repair cost is high, we will replace it with a new product of the same model and specifications (if the product is no longer available, we will negotiate with you for an alternative product of equal value).
Returning Products: Once the repair is complete or the replacement product is ready, we will email you the tracking number and ship the product back to the address you provided free of charge (shipping is free within the United States).​
IV. Other Notes

If you fail to provide complete information during the warranty claim process (e.g., missing order number, blurry photos of the problem), this may result in a delay in the review process. We recommend carefully reviewing your information before submitting your claim.

Warranty service only covers the product itself and does not cover other losses caused by product malfunction (e.g., loss of food for a pet due to a malfunctioning automatic feeder).

If you disagree with the warranty decision (e.g., if you believe the decision is unreasonable), please contact us via our official email or phone number. We will re-verify the matter and provide a solution.

This policy applies only to lumerixy.com users in the United States. If you purchased our products in other countries or regions, please refer to your local warranty policy (you can consult your local partner).

We reserve the right to adjust this warranty policy based on product updates or service optimizations. The updated policy will be posted on the "Service Policy" page of lumerixy.com and will take effect immediately. We recommend that you review the latest information before applying for a warranty claim.

Thank you for choosing Lumerixy pet products. We are committed to providing "high-quality products + attentive service" and are committed to helping you and your pet enjoy every moment together!