Refund policy
Refund Policy
At Lumipaw, we want you and your pet to love your purchase. If something isn't right, we're here to help.
30-Day Satisfaction Guarantee
You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it: lightly used at most, with no damage from chewing, biting or scratching, and in its original packaging with all included accessories. You'll also need the receipt or proof of purchase.
90-Day Warranty Against Manufacturing Defects
If your Lumipaw ball stops working because of a manufacturing defect within 90 days of delivery (for example, it won't charge, the lights stop working or it stops rolling during normal use), we'll send you a free replacement or issue a full refund, at no cost to you.
What's Not Covered
- Damage caused by chewing, biting, scratching or rough play
- Damage from misuse, drops or submerging the ball in water (it's splash-proof, not waterproof)
- Normal wear and tear from regular use
How to Start a Return or Warranty Claim
Contact us at thehouseofpaws@startmail.com with:
- Your order number
- A short description of the issue
- Photos or a short video showing the product and the problem
We'll review your request and reply within 48 hours. If your return is accepted, we'll send you instructions on how and where to send your package. For warranty claims, in most cases you won't need to send the item back at all. Items sent back to us without first requesting a return will not be accepted.
Return Shipping
- Manufacturing defects, damaged or wrong items: we cover all costs.
- Satisfaction returns (change of mind): return shipping is paid by the customer.
Damages and Issues
Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged in transit, or if you received the wrong item, so we can make it right right away.
Exchanges
The fastest way to get a different color is to return the item you have and, once the return is accepted, place a separate order for the new one.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition you received it and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, or reviewed your warranty claim, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at thehouseofpaws@startmail.com.
Questions?
You can always contact us at thehouseofpaws@startmail.com.