Refund policy

Effective Date: March 16, 2026

At Petlumeo, your satisfaction is our priority. We stand behind the quality of our products and are committed to making your shopping experience as smooth as possible. Please read this Refund Policy carefully before making a purchase. By completing an order on petlumeo.com, you agree to the terms outlined below.


1. RETURN WINDOW

We accept return requests within 30 days of the date your order is delivered. Requests submitted after 30 days from the confirmed delivery date will not be accepted, except where required by applicable law.


2. RETURN ELIGIBILITY CONDITIONS

To be eligible for a return and refund, items must meet all of the following conditions:

- The item must have been purchased directly from petlumeo.com.
- The item must be in its original, unused condition.
- The item must be in its original packaging, with all tags, accessories, and components included.
- The item must not have been washed, worn (for apparel), assembled, or altered in any way.
- A valid proof of purchase (order number or confirmation email) must be provided.

Items that do not meet these conditions may be refused or subject to a partial refund at our discretion.

The following items are non-returnable unless defective or damaged upon arrival:

- Items marked as "Final Sale" or "Non-Returnable" on the product page
- Perishable goods
- Customized or personalized products
- Hygiene-sensitive products that have been opened or used


3. DAMAGED OR DEFECTIVE ITEMS

If you receive an item that is damaged, defective, or incorrect, we sincerely apologize and will make it right at no cost to you.

Please contact us within 7 days of delivery at support@petlumeo.com with:

- Your order number
- A clear description of the issue
- Photos or video showing the damage, defect, or incorrect item

We will review your submission and, depending on the situation, offer a replacement, a store credit, or a full refund. We may not require you to return the damaged or defective item in all cases.


4. RETURN PROCESS

To initiate a return, please follow these steps:

Step 1: Contact us at support@petlumeo.com with your order number and the reason for your return.
Step 2: Our support team will respond within 2–3 business days with instructions and, if applicable, a return authorization.
Step 3: Pack the item securely in its original packaging and ship it to the address provided by our support team.
Step 4: Once we receive and inspect the returned item, we will process your refund or exchange within 5–7 business days.

Please do not send items back without first receiving return instructions from our team. Unauthorized returns may not be processed.


5. RETURN SHIPPING RESPONSIBILITY

5.1 Customer-Initiated Returns
If you are returning an item because you changed your mind, ordered the wrong size, or no longer want the product, return shipping costs are your responsibility. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in return transit.

5.2 Our Error or Defective Products
If we sent you the wrong item, or if the item arrived damaged or defective, we will cover the return shipping cost. A prepaid shipping label will be provided by our support team upon approval.


6. REFUND PROCESSING TIME

Once we receive and inspect your return, please allow the following timeframes:

- Refund Approval: 1–3 business days after we receive the returned item.
- Refund to Original Payment Method: 5–10 business days depending on your bank or payment provider after approval.
- Shopify Payments / Credit Card: 5–10 business days
- PayPal: 3–5 business days
- Stripe: 5–10 business days

Please note that your financial institution may require additional processing time. If you have not received your refund after 15 business days, contact us at support@petlumeo.com.


7. PARTIAL REFUNDS

In some circumstances, only a partial refund may be granted. This may apply when:

- The item shows signs of use or is not in its original condition.
- Parts or components are missing.
- The return is requested after 30 days but within a reasonable extended window granted at our sole discretion.
- The item is returned in damaged packaging due to inadequate return packing.

We will notify you of any partial refund amount before finalizing the transaction.


8. EXCHANGES

We currently offer exchanges for defective, damaged, or incorrect items only. If you wish to exchange for a different size, color, or style, we recommend placing a new order and returning the original item (subject to return eligibility).

To request an exchange, contact support@petlumeo.com with your order number and details.


9. ORDER CANCELLATIONS

Orders may be cancelled before they are shipped. To cancel an order, contact us as soon as possible at support@petlumeo.com with your order number.

If your order has already been processed for shipment, we are unable to cancel it. In that case, you may initiate a return once the item is delivered, in accordance with this policy.

Refunds for cancelled orders will be processed to the original payment method within 5–7 business days.


10. LOST OR STOLEN PACKAGES

Petlumeo is not responsible for packages that are lost or stolen after a carrier confirms delivery to the address provided at checkout.

If your tracking shows "delivered" but you have not received your package, we recommend:

- Checking with neighbors or building management
- Contacting your local post office or the carrier directly
- Waiting 2–3 additional business days, as carriers sometimes mark packages as delivered early

If the package is confirmed lost in transit (not yet delivered), please contact us at support@petlumeo.com with your order number and tracking details. We will investigate the issue with the carrier and work toward a resolution, which may include a replacement or refund at our discretion.

We strongly encourage customers to ensure the accuracy of their shipping address before completing checkout.


11. CONTACT US

For all refund, return, or exchange inquiries, please contact our customer support team:

Petlumeo
Website: petlumeo.com
Email: support@petlumeo.com

Our team is available to assist you and will respond within 1–3 business days.