Return & Refund Policy


Last Updated: August 2, 2026

At Lunvoripets™, we want customers to understand their return and refund options before completing a purchase. This policy describes the eligibility requirements, return procedure, shipping responsibilities, exclusions, and refund timelines that apply to purchases made through our store.

Lunvoripets™ is operated by Supreme Pet Supplies LLC.

  1. 30-Day Return Window

Customers may request a return within 30 calendar days after the order is marked as delivered by the shipping carrier.

To qualify for a standard return, the product must:

Be unused, unworn, and unwashed

Be free from pet hair, stains, odors, scratches, or other signs of use

Include all original parts, accessories, manuals, tags, and packaging

Be returned in a condition suitable for inspection and resale

Include valid proof of purchase from Lunvoripets™

Submitting a request within 30 days does not automatically guarantee approval. Every request must be reviewed according to the conditions stated in this policy.

  1. Requesting a Return

Before mailing a product back, contact our customer support team at:

Email: service@lunvoripets.com

Please include:

Your full name

Your order number

The product you wish to return

The reason for the return

Photographs or video when the item is damaged, defective, incomplete, or incorrect

After reviewing the request, we will provide return authorization and the correct return instructions when the return is approved.

Do not send a product to an address found on the shipping label, product package, or website without receiving return authorization. Unauthorized returns may be refused, delayed, or sent back to the customer.

  1. Return Shipping Costs

For returns caused by a change of mind, accidental purchase, size preference, or another reason unrelated to a product defect, the customer is responsible for the return shipping cost.

If we confirm that the product arrived damaged, defective, incomplete, or materially different from the product ordered, Lunvoripets™ will provide an appropriate resolution. Depending on the circumstances, this may include:

A prepaid return label

A replacement product

A full or partial refund

Another resolution agreed upon with the customer

Customers should use a trackable shipping service when returning an item. Lunvoripets™ is not responsible for an unauthorized return or customer-arranged return package that is lost before reaching the approved return facility.

  1. Damaged, Defective, or Incorrect Orders

Please inspect your order shortly after delivery.

If a product arrives damaged, defective, incomplete, or incorrect, contact us within 72 hours after delivery whenever reasonably possible.

Your message should include clear photographs of:

The product received

The damaged or defective area

The outer package

The shipping label

Any missing or incorrect components

We may request additional information reasonably necessary to verify the issue. Please keep the product and all packaging until the claim has been reviewed.

When the claim is verified, we will provide a replacement, refund, or other appropriate remedy at no additional product cost to the customer.

This section does not limit any rights available under applicable consumer protection laws.

  1. Items That Cannot Normally Be Returned

For safety, hygiene, customization, or legal reasons, the following products may not qualify for a change-of-mind return:

Products that have been used, worn, washed, assembled, altered, or damaged after delivery

Opened pet grooming, hygiene, cleaning, or personal-care products

Products contaminated with pet hair, bodily fluids, dirt, odors, or other substances

Customized, engraved, personalized, or made-to-order products

Perishable goods

Gift cards

Hazardous materials, flammable liquids, compressed gases, or regulated substances

Items clearly identified as final sale before purchase

Items missing original parts, accessories, packaging, or proof of purchase

An item that is normally non-returnable may still qualify for a remedy when it arrives damaged, defective, incorrect, or when applicable law requires otherwise.

Contact us before returning any product if you are uncertain about its eligibility.

  1. Sale and Promotional Items

Products purchased with a discount code or during a general promotion may still be returned when they meet the standard eligibility requirements.

Products specifically identified as “Final Sale” or “Non-Returnable” before checkout are not eligible for a change-of-mind return, except when the item is defective, incorrect, or applicable law provides additional rights.

Receiving a free promotional item may affect the refund calculation if the customer keeps the free item after returning the qualifying purchase. Any such condition must have been disclosed with the original promotion.

  1. Exchanges

We do not guarantee direct product-for-product exchanges because inventory availability can change.

The recommended process is:

Request a return for the original product

Wait for the return to be received and approved

Place a separate order for the preferred product

When an item arrives defective, damaged, incomplete, or incorrect, we may provide a replacement without requiring the customer to place a new order.

  1. Return Inspection

After an authorized return reaches the designated return facility, it will be inspected to confirm:

The returned product matches the authorized return request

The item meets the eligibility conditions

All relevant parts and accessories are included

The item has not been used or damaged after delivery

We will notify the customer by email when the inspection is complete and state whether the refund has been approved, partially approved, or denied.

If a refund is reduced or denied, we will provide the reason for that decision.

  1. Refund Method and Processing Time

Approved refunds are issued to the original payment method used for the purchase.

After approval, please allow up to 10 business days for Lunvoripets™ to submit the refund to the payment provider.

Banks, card issuers, PayPal, Shop Pay, or other payment providers may require additional time to display the refund in the customer’s account. This additional posting time is controlled by the payment provider and is outside our direct control.

If 15 business days have passed since you received confirmation that your refund was approved, contact us at service@lunvoripets.com.

Refunds cannot normally be sent to a different card, bank account, digital wallet, or payment method.

  1. Original Shipping Charges

Original shipping charges paid during checkout are generally non-refundable when a customer returns an order because of a change of mind, preference, size selection, accidental purchase, or address error.

Original shipping charges may be refunded when:

We shipped the wrong product

The product was confirmed damaged or defective upon arrival

The complete order was lost in transit

Applicable law requires the shipping charge to be refunded

Any customs duties, import taxes, brokerage charges, or fees paid directly to government authorities or third parties are not collected by Lunvoripets™ and generally cannot be refunded by us.

  1. Partial Refunds

A partial refund may be considered when:

Only part of a multi-item order is returned

A bundle or promotional set is returned incomplete

An included accessory or component is missing

The product shows handling beyond what is reasonably necessary to inspect it

A promotional discount must be recalculated after part of the order is returned

We will explain any refund adjustment before the refund is finalized.

Products that have been substantially used, damaged, contaminated, altered, or returned outside the approved process may be ineligible for a refund.

  1. Order Cancellations

We begin processing orders shortly after they are placed.

To request a cancellation or address correction, contact service@lunvoripets.com within 12 hours of placing the order.

We will make a reasonable effort to assist, but cancellation or modification cannot be guaranteed after processing has begun.

Once an order has been shipped, it cannot be canceled. The customer may request a return after delivery, subject to this policy.

  1. Refused and Undeliverable Packages

If a package is refused, unclaimed, or returned because the customer supplied an incomplete or incorrect address, the refund will be reviewed after the package is received by the designated return facility.

Original shipping costs, carrier return charges, and other direct costs associated with the failed delivery may be deducted from the refund where permitted by law.

Packages refused because of verified shipping damage will be reviewed separately.

  1. European Union and European Economic Area Customers

Customers purchasing online in the European Union or European Economic Area may have a statutory right to withdraw from an eligible purchase within 14 days after receiving the goods, without giving a reason.

To exercise this right, the customer must send a clear withdrawal request to service@lunvoripets.com before the applicable withdrawal period expires.

After notifying us, the customer must return the eligible goods according to the instructions provided by our support team.

Unless we agree otherwise, or the product is defective or incorrect, the customer is generally responsible for the direct cost of returning a change-of-mind purchase.

The customer may inspect the product in the same manner that would reasonably be permitted in a physical store. The customer may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the product.

Certain goods may be excluded from the statutory withdrawal right, including personalized goods and sealed hygiene-related products that have been opened, where applicable law permits the exclusion.

Nothing in this policy limits mandatory consumer rights available under the laws of the customer’s country.

  1. Return Destination

Lunvoripets™ works with different fulfillment and return facilities. The correct return location may depend on the product, warehouse, and customer destination.

The business contact address shown below is not automatically the return warehouse.

Do not send a return to our corporate contact address unless our support team specifically instructs you to do so.

The approved return address and instructions will be provided after the return request has been reviewed.

  1. Suspected Abuse or Fraud

We may refuse or investigate a claim involving:

A product that does not match the item originally shipped

Altered, fabricated, or misleading evidence

Repeated claims showing a pattern of misuse

A package returned empty or with missing contents

An attempt to obtain more than one refund for the same order

This provision does not affect legitimate claims or rights granted by applicable consumer protection laws.

  1. Contact Information

For return, refund, replacement, or cancellation assistance, contact:

Lunvoripets™

Operated by Supreme Pet Supplies LLC

8502 Fallbrook Dr
Houston, TX 77064
United States

Phone: +1 (713) 688-4530

Email: service@lunvoripets.com

Please include your order number in all customer service communications so we can locate and review your purchase efficiently.