Refund policy

Effective Date: September 16, 2025

At Lunvo.top, we take pride in providing high-quality pet supplies and accessories that ensure the well-being and happiness of your beloved pets. We are committed to customer satisfaction and transparency. This Return and Refund Policy explains your rights and responsibilities when returning or requesting a refund for purchases made through our website. By placing an order, you agree to the following terms.

1. Eligibility for Returns

  • Returns are accepted within 30 days of the delivery date.

  • Items must be unused, in original packaging, and in resalable condition.

  • Proof of purchase (receipt or order confirmation) is required.

  • Products showing signs of use, wear, or damage caused by pets may not be eligible for return.

2. Non-Returnable Items

For safety and hygiene reasons, certain items are not eligible for return:

  • Opened pet food, treats, or supplements.

  • Used grooming tools, bedding, or litter products.

  • Personalized or custom-made items.

  • Gift cards and promotional items.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Contact us at service@lunvo.top within 7 days of delivery.

  • Include your order number, description of the issue, and photos of the product and packaging.

  • Once verified, we will provide a replacement, exchange, or full refund at no cost to you.

4. Return Process

  1. Contact service@lunvo.top to request return authorization.

  2. Once approved, we will provide return instructions and shipping address.

  3. Pack the item securely, including original packaging and proof of purchase.

  4. Ship using a trackable carrier. Customers are responsible for return shipping unless the return is due to our error.

5. Refunds

  • Refunds are processed within 7–10 business days after we receive and inspect your return.

  • Refunds will be issued to the original payment method.

  • Shipping fees are non-refundable unless the return is due to our mistake.

  • You will receive a confirmation email once your refund is processed.

6. Exchanges

  • Exchanges are available for the same product in a different size, color, or variant (if applicable).

  • If the requested exchange item is out of stock, a refund will be issued instead.

7. Late or Missing Refunds

If you have not received a refund after 10 business days:

  • Check your bank account again.

  • Contact your credit card company or bank (processing times may vary).

  • If you still have not received your refund, email us at service@lunvo.top for assistance.

8. Cancellations

  • Orders may be canceled within 12 hours of placement if processing has not begun.

  • Once the order is shipped, cancellations are not possible.

9. Responsibility of the Customer

  • Ensure shipping details are correct before placing the order.

  • Keep proof of return shipment (tracking number).

  • We are not responsible for items lost or damaged in transit during the return process.

10. Policy Updates

We may update this Return and Refund Policy to reflect operational changes, legal requirements, or customer feedback. Updates will be posted here with a revised effective date.

11. Contact Information

For questions or to initiate a return:
Email: service@lunvo.top
Response Time: Within 2 business days

If you would like to learn more about us, please click here to visit our About Us page.