You have 30 days from delivery to request a return. Clear terms, no unnecessary runaround.
To start a return: email returns@lumzopets.com with your order number and a short description of the issue. Please contact us before sending anything back so we can provide the correct instructions and return address.
The short version
| Return window | 30 days from the delivery date |
|---|---|
| Condition | Unused, in original packaging, and in resellable condition |
| Change-of-mind return shipping | Customer-paid |
| Damaged, defective or incorrect items | LUMZO provides the appropriate resolution |
| Restocking fee | None |
| Approved refunds | Issued to the original payment method within 10 business days after the return is received and reviewed |
Damaged, defective or incorrect item
Contact us within 30 days of delivery with your order number and clear photos of the item and packaging. We will review the issue and arrange an appropriate resolution, such as a replacement or refund. Where a return is required because of our error or a defect, we cover the reasonable return-shipping cost.
Changed your mind
That is okay. Contact us within 30 days of delivery, then return the unused item in its original packaging. You are responsible for the return-shipping cost for a change-of-mind return.
How refunds work
Once a required return is received and reviewed, we notify you of the outcome. Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
Cancelling an order
Contact us as soon as possible. We can cancel an order only before fulfillment has begun. Once it has been fulfilled, the return process above applies.
Your rights
Nothing in this policy limits any rights you may have under applicable consumer-protection law.
Contact
Email returns@lumzopets.com with questions about a return or refund.