Refund policy

Returns & Refunds Policy

Voluntary Return Policy

We offer a 30-day return period from the date you receive your item. To be eligible for a voluntary return, the item must be unused, in its original condition, and returned in its original packaging, with proof of purchase.

To start a return, please contact us at luckypawsgroup.return@gmail.com. Once your return request has been approved, we will provide you with the return instructions and the return address. Items sent back without prior authorization may not be accepted.

European Union Right of Withdrawal

If your order is delivered to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receiving the goods, for any reason and without justification.

To exercise your right of withdrawal, please contact us at luckypawsgroup.return@gmail.com with a clear statement that you wish to cancel the order.

Condition of Returned Items

For both voluntary returns and EU withdrawals, returned items should be handled with reasonable care. You may inspect the item as you would in a physical store. If the item has been used beyond what is necessary to inspect its nature, characteristics, and functioning, we may deduct an amount for diminished value where permitted by law.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We will assess the issue and offer a suitable solution.

Return Shipping Costs

Unless the item is defective, damaged, incorrect, or we state otherwise, the customer is responsible for the direct cost of returning the item.

Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund will be issued to your original payment method within 14 days after we receive your withdrawal notice, or after we receive the returned goods or proof that they have been sent back.

Please note that your bank or card issuer may need additional time to process and post the refund.

Non-Returnable Items

The following items cannot be returned unless they are faulty or damaged:

  • personalized or custom-made products

  • sealed hygiene items that have been opened

  • perishable goods

  • hazardous materials

  • gift cards

  • sale items, unless required by law

Contact

For return or refund questions, please contact us at:
luckypawsgroup.return@gmail.com