Refund policy

You have 30 days from delivery to request a return or report an item issue. Product-specific returnless-refund offers, where shown for your order, have the conditions described below.

Start with us

Email support@lumzopets.com with your order number and a short description. For damage or an incorrect item, include clear photos of the item and packaging where relevant. Contact us before sending anything back; we will provide the appropriate instructions and, when a physical return is required, the return address.

Changed your mind

For an ordinary change-of-mind return, the item must be unused, in its original packaging and in resellable condition. Return shipping is customer-paid unless the product-specific offer for your order states that no physical return is required. There is no restocking fee.

Damaged, defective or incorrect items

Contact us within 30 days of delivery. We will review the issue and arrange an appropriate resolution. If a physical return is required because of a defect or our error, LUMZO covers the reasonable return-shipping cost.

Grey stairs returnless-refund offer

For the first 20 eligible 3-Step Foam Pet Stairs in Grey orders placed under this offer, request a refund within 30 days of delivery. Change-of-mind requests require the product to be unused and in its original packaging. For an approved request, you do not need to send the product back and there is no return-shipping charge. For an item issue, we may ask for a description and clear photos so we can review it.

Refund timing

Approved refunds are issued to the original payment method within 10 business days after a required return is received and reviewed, or after approval when no return is required. Your bank or card issuer may take additional time to post the refund.