Refunds & Returns
Refunds & Returns
We want you to be happy with every LuxePaw order. If something isn't right, we'll make it right.
14-day return window
You have 14 days from delivery to request a return on unused items in original, unopened packaging.
Eligibility
- Item must be unused and in its original packaging with any tags attached.
- Edible products (treats, supplements), grooming consumables and personalised items can't be returned for hygiene and safety reasons unless faulty.
- Sale items remain eligible unless marked final sale.
How to return
- Email contact@luxepaw.com within 14 days of delivery, quoting your order number and the reason.
- We'll reply within one working day with return instructions and the correct address (returns go directly to the fulfilling supplier).
- Send the item back using a tracked service — return postage is the customer's responsibility unless the item arrived faulty or incorrect.
- Once your return is received and inspected, we'll process a refund to your original payment method within 5 working days.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or doesn't match what you ordered, email contact@luxepaw.com within 48 hours with photos and your order number. We'll cover return postage and either replace or refund in full.
Refund timing
Refunds are issued to your original payment method within 5 working days of us receiving and inspecting your return. Your bank may take a further 2 to 5 working days to show the credit.
Your statutory rights
Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.