Refund policy

At LuxeFriend, your satisfaction means everything to us.
Every product is carefully sourced and inspected to ensure
your pet receives only the best. 🐾👑

If for any reason you're not completely satisfied with your
order, we're here to help.

Our 30-Day Guarantee

You have 30 days from the date of delivery to request a
return, replacement, or refund.

To be eligible for a return:
• The item must be unused, in its original condition
• It must be in its original packaging
• You must provide proof of purchase (order number or
confirmation email)

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or in poor
condition — or if you received the wrong item — we'll make
it right immediately at no cost to you.

Please contact us within 7 days of delivery with:
1. Your order number
2. Clear photos or a short video of the issue
3. A brief description of the problem

We will offer you one of the following:
✓ A FREE replacement (no return required)
✓ A FULL refund to your original payment method
✓ Store credit (if preferred)

Changed Your Mind?

If you simply changed your mind and want to return an unused
product, you may do so within 30 days of delivery.

Please note:
• Return shipping costs are the customer's responsibility
• The item must be in original, unused condition
• Once we receive and inspect the item, your refund will be
processed within 5–10 business days

Non-Returnable Items

For health and hygiene reasons, the following items cannot
be returned once they have been used or removed from their
original packaging:

• Water fountains, feeders, or bowls that have come into
contact with food, water, or your pet
• Grooming tools (such as brushes) that have been used on
your pet
• Items damaged by misuse, accidents, or normal wear and tear
• Products with missing parts, accessories, or original
packaging
• Promotional or free items received as part of an offer

Please note: Items that arrive damaged, defective, or with
manufacturing issues are always eligible for replacement or
refund — even if opened. See our "Damaged, Defective, or
Wrong Items" section above.

Refund Processing Time

Once your return is approved or your damage claim is verified:

• Refunds are issued to your original payment method
• Processing time: 5–10 business days
• Your bank may take an additional 3–7 days to reflect the
refund on your statement

You'll receive an email confirmation as soon as your refund
is processed.

Refunds NOT Granted

Unfortunately, we cannot issue refunds in the following cases:

• Requests made after 30 days from delivery
• Items damaged by misuse, accidents, or improper care
• Products returned without prior authorization from our team
• Orders marked as "delivered" by the carrier with no proof
of non-receipt
• Refusal to receive the package or failure to collect it
from the carrier
• Incorrect shipping address provided by the customer

Late or Missing Refunds

If you haven't received your refund yet:

1. Check your bank account again
2. Contact your credit card company — it may take time to
officially post
3. Contact your bank — there's often processing time before
refunds appear
4. If you've done all of this and still haven't received your
refund, please contact us at luxefriend.store@gmail.com