At Lux Pupy, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to ensure a smooth and transparent return and refund process. This policy applies to all purchases made on luxpupy.us and complies with your consumer rights, including your right of withdrawal.

1. Overview

This Return and Refund Policy is part of our broader terms, including our Terms and Conditions, Privacy Policy, and Shipping Policy. By placing an order on our site, you agree to the terms below.

2. Return Eligibility

2.1 Return Window

You may return eligible items within 30 days of receiving them. Returns outside this window are not accepted.

2.2 Condition of Returned Items

To be eligible for a refund, items must be:

  • Unused and in original condition
  • Returned in the original packaging
  • Free from pet hair, stains, or damage
  • Complete with all parts, tools, manuals, and tags

2.3 Non-Returnable Items

The following items are not eligible for return:

  • Customized or personalized cat furniture
  • Items showing signs of use
  • Sale or clearance items (unless defective)

If unsure, please contact our support team before returning.

3. Return Instructions

3.1 How to Initiate a Return

To start your return, please:

  • Email support@luxpupy.us
  • Include your order number, the item(s) being returned, and the reason for the return

3.2 Return Address

Please send returns to:

LuxPupy LLC
132 Bridge St, Las Vegas, NM 87701, USA

3.3 Packing Requirements

  • Use the original box and packing materials if possible
  • Securely seal the package
  • Include all original components and any promotional gifts

3.4 Return Shipping Costs

  • If the return is due to our error (wrong or defective item), we will provide a prepaid return label
  • If the return is for any other reason, you are responsible for shipping costs

4. Refund Policy

4.1 Refund Method

Refunds will be issued to the original payment method used during checkout.

4.2 Processing Time

Refunds are typically processed within 3–5 business days after we receive and inspect the item. Additional time may be required by your bank or payment provider.

4.3 Full Refunds

You’ll receive a full refund (including applicable taxes and shipping) if:

  • The return is made within 30 days
  • The item meets our condition guidelines
  • The return reason qualifies for a refund

4.4 Partial Refunds

Partial refunds may be issued if:

  • The item is used or damaged
  • Parts, packaging, or accessories are missing

5. Exchanges

Yes, we accept direct exchanges. If you need a different item, please return your product and place a new order.

6. Damaged or Defective Items

6.1 Items Damaged in Transit

If your item arrives damaged, please notify us within 48 hours of delivery. We will arrange a free replacement or full refund.

6.2 Defective Products

If your item is defective, contact us within the 30-day window. We will provide a prepaid label and issue a refund or replacement.

7. Late or Missing Refunds

If your refund is delayed:

  • Check your bank or card statement
  • Contact your payment provider
  • Still no update? Reach out to us at support@luxpupy.us

8. Gifts

Refunds for gifted items will be issued to the original purchaser’s payment method. We do not offer store credit or gift card refunds.

9. Special Cases

9.1 Bulk Orders

If your order contains 5 or more of the same item, please contact us before initiating a return.

9.2 Custom Products

Customized or engraved cat furniture is non-refundable unless it arrives defective or damaged.

9.3 Promotional Items & Bundles

Items purchased as part of a promotion or bundle may have different return conditions. Contact support for clarification.

10. Restocking Fees

We do not charge restocking fees for eligible returns made within the 30-day window.

11. Contact Us

Email: support@luxpupy.us
Phone: +1 (970) 555-4312
Address: 132 Bridge St, Las Vegas, NM 87701, USA
Hours: Monday to Friday, 8:00 AM – 5:00 PM

Visit our Contact Page for more ways to reach us.

12. Policy Updates

This policy may be updated periodically. All changes will be posted on this page with the updated effective date. Updates do not affect ongoing returns.