Return & Refund Policy
At PawLuna, we want you to feel confident when shopping with us. This Return & Refund Policy explains when returns may be accepted, how refunds are handled, and what to do if there is a problem with your order.
By placing an order on PawLuna, you agree to the terms described below.
Return Window
You may request a return within 10 days after receiving your order.
To be eligible for a return, the item must be unused, clean, in the same condition that you received it, and returned with its original packaging if available.
If more than 10 days have passed since delivery, we may not be able to offer a return or refund.
Return Eligibility
To qualify for a return, your item should meet these conditions:
the item was purchased from PawLuna;
the return request is made within 10 days after delivery;
the item is unused and in good condition;
the item is not damaged by improper use, cleaning, storage, or handling;
you can provide order information or proof of purchase.
We reserve the right to refuse a return if the item does not meet these conditions.
Non-Returnable Items
Some items may not be eligible for return, including:
used products;
items damaged after delivery;
items with signs of heavy use, washing damage, odor, stains, or pet damage;
items returned without approval;
items returned after the return window has passed;
gift cards, if offered;
final sale or clearance items, if clearly marked at purchase.
For hygiene and product condition reasons, used pet products may not be accepted for return.
How To Start A Return
To start a return, please contact us first.
Do not send your item back before contacting PawLuna support. Returns sent without approval may not be accepted.
When contacting us, please include:
your order number;
the email address used at checkout;
a short explanation of the reason for return;
clear photos if the item is damaged, defective, or incorrect.
Return Shipping
Customers are usually responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Shipping costs are non-refundable unless required by law or unless the return is caused by an error on our side.
If your return is approved, we will provide instructions on where and how to send the item.
We recommend using a trackable shipping service, because PawLuna is not responsible for returned items lost in transit.
Damaged, Defective, Or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us as soon as possible so we can review the issue.
To help us resolve the problem faster, please include:
your order number;
photos of the product;
photos of the packaging;
a short description of the issue.
If the issue is confirmed, we may offer a replacement, refund, or another suitable solution depending on the situation.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will usually be issued to the original payment method used at checkout.
Please remember that it may take time for your bank, card provider, or payment service to process and post the refund.
PawLuna does not control bank processing times after a refund has been issued.
Partial Refunds
In some cases, only a partial refund may be approved.
This may apply if the item is returned used, damaged, missing packaging, missing parts, or not in the same condition as when it was received.
Partial refunds are reviewed case by case.
Exchanges
We may offer exchanges when available.
If you ordered the wrong size or want a different size, please contact us. Availability may depend on current stock, product condition, and return eligibility.
If the requested replacement size is not available, we may offer another solution.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We can only cancel an order before it has been processed or shipped.
Once an order has already been processed, packed, or shipped, cancellation may no longer be possible. In that case, you may need to follow the return process after receiving the order.
Wrong Shipping Address
Please make sure your shipping address is correct before placing your order.
PawLuna is not responsible for failed delivery, lost packages, or delays caused by incorrect or incomplete shipping information entered at checkout.
If you notice an address mistake, contact us as soon as possible. We will do our best to help, but we cannot guarantee address changes after an order has been processed or shipped.
Delivered But Not Received
If tracking shows that your package was delivered but you did not receive it, please first check:
your mailbox;
your porch or delivery area;
nearby entrances;
building reception or front desk;
neighbors or household members;
your local carrier or postal office.
If you still cannot locate the package, contact us and we will review the situation.
Late Or Missing Refunds
If your refund has been approved but you have not received it yet, please first check with your bank, card provider, or payment service.
Refund processing times can vary depending on the payment provider.
If you have already checked and still need help, contact PawLuna support with your order number and refund details.
Payment Method For Refunds
Approved refunds are usually sent back to the original payment method.
If the original payment method is no longer available, please contact us so we can review possible options.
Contact Us
If you have questions about returns, refunds, exchanges, damaged items, or order issues, please contact us.
To help us respond faster, include your order number and the email address used at checkout.
Policy Updates
PawLuna may update this Return & Refund Policy from time to time.
Any changes will be posted on this page. We recommend reviewing this policy before placing an order if you have questions about returns or refunds.